Template — read section 2 before publishing
Your homepage advertises a 7-day money-back guarantee. For distance sales to UK consumers, the Consumer Contracts Regulations 2013 normally give a 14-day cancellation right. A 7-day guarantee therefore offers less than the statutory minimum unless the customer expressly consented to immediate supply of digital content and acknowledged losing the cancellation right at checkout.
That consent has to be captured at the point of sale — a tick-box the customer actively ticks, not a line buried in the terms. Get this confirmed by a solicitor and make sure your checkout matches whatever you decide. Delete this notice block when the page is ready.
Refund Policy
1. Our money-back guarantee
Every Televo plan comes with a 7-day money-back guarantee. If the service does not work properly for you within the first seven days of activation, contact us and we will refund what you paid.
This guarantee is offered in addition to your legal rights and does not replace them.
2. Your statutory cancellation right
[DRAFT THIS WITH A SOLICITOR — see the note that was at the top of this page.]
As a consumer buying at a distance, you normally have 14 days from the date of purchase to cancel and receive a full refund. Where you have asked us to begin supplying digital content immediately and have acknowledged that doing so ends your cancellation right, that right may no longer apply. [STATE PRECISELY WHICH APPLIES TO YOUR CHECKOUT FLOW.]
3. How to request a refund
Email [SUPPORT EMAIL] from the address you used to buy, telling us your order reference and what went wrong. You do not need to give a reason to use the money-back guarantee, but telling us the problem lets us try to fix it first — most issues are resolved in a few minutes.
4. When we may decline
We may refuse a refund where:
- the request is made after the periods described above have expired;
- the account has breached the acceptable use terms, for example by sharing or reselling credentials;
- the account shows [DEFINE A CLEAR, OBJECTIVE THRESHOLD — e.g. usage far beyond what a genuine trial would involve]; or
- the same customer has previously claimed a refund. [DELETE IF YOU DO NOT APPLY THIS.]
[Keep every ground here objective and measurable. Vague grounds such as "at our discretion" are likely to be treated as unfair terms and unenforceable.]
5. How refunds are paid
Refunds are issued to the original payment method. We process them within [NUMBER] working days of approving the request; how quickly the money appears then depends on your bank or card issuer, typically a further 3 to 5 working days.
6. Renewals
We do not operate automatic renewal, so there are no unexpected charges to refund. Your subscription simply ends at the close of the term you paid for unless you choose to buy another.
7. Contact
[LEGAL COMPANY NAME], [REGISTERED ADDRESS].
Email: [SUPPORT EMAIL]