Cancellation & Refund Policy

This page sets out when an order can be cancelled and when money is returned. For Consumers it reflects the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your statutory right to cancel

If you are a Consumer — ordering wholly or mainly outside a trade, business, craft or profession — you have 14 calendar days from the day after the contract is made in which to cancel, without giving a reason and without penalty.

This right does not apply to Business Customers, who are covered by section 4 instead.

2. Asking us to start straight away

Because our turnarounds are short, most customers want work to begin before the 14 days are up. Regulation 36 allows that, and Regulation 37 sets out what follows. It is explained at checkout before you pay, and you confirm it yourself.

At checkout you confirm two things:

1. that you expressly request that work begins immediately, before the cancellation period ends; and
2. that you acknowledge you will lose the right to cancel once the service has been fully performed.

The effect is:

• Work not yet started: cancel and receive a full refund.
• Work started but not delivered: you may still cancel, and you pay only a proportionate amount for what had been done when you told us. The balance is refunded.
• Work fully performed and delivered: the statutory right to cancel no longer applies.

If you would rather keep your full 14 days, say so when you order and ask us to hold. We will wait, and your turnaround starts after the period ends.

3. How to cancel

Send a clear statement to info@clagroup.online, or write to us at 43 Oldbury Road, St Johns, Worcester, Worcestershire, England, WR2 6AA. An email is enough. Include your name, your order number and the date of the order. We acknowledge receipt the same or next business day.

You may use the model cancellation form below, but you do not have to:

To CLA GROUP LIMITED, 43 Oldbury Road, St Johns, Worcester, Worcestershire, England, WR2 6AA, info@clagroup.online:

I hereby give notice that I cancel my contract for the supply of the following service: [service]. Ordered on: [date]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].

To meet the deadline it is enough that you send your notice before the 14-day period expires.

4. Cancelling outside the statutory right

Business Customers, and Consumers whose right has ended, may still ask to cancel. We deal with it fairly:

• Before work starts: cancelled and refunded in full.
• After work starts, before delivery: a proportionate refund for the part not carried out.
• After delivery: no refund is due, but the revision rounds included remain available and will be used to correct anything that does not match the order.

5. If the work is not what was ordered

This is a question of conformity, not cancellation, and it is not limited to 14 days.

Under sections 49 and 55 of the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill and must match the description given. If it does not — the wrong service performed, an extent shorter than stated, a style guide ignored, corrections not made — tell us and we will repeat the service at no charge. If that is impossible or cannot be done within a reasonable time, you are entitled to an appropriate price reduction, which may be the full amount.

Disagreement with editorial judgement that falls within the service ordered is handled through the revision rounds rather than by refund. But tell us anyway: if the service was genuinely the wrong fit, we would rather refund you than keep money from someone we did not help.

6. Orders we cancel

Where we cancel — because the work falls outside what we offer, because we are asked to do something we consider improper, or because of an event outside our control — every sum paid is refunded in full within 14 days and nothing further is owed by either side.

7. How refunds are made

• Issued within 14 days of us receiving your cancellation or agreeing the amount, and usually much sooner.
• To the same payment method and in the same currency as the original payment.
• No fee is charged for a refund.
• How long the money takes to appear depends on your bank or card issuer, not on us.

8. Before you contact your bank

If something has gone wrong, please tell us first at info@clagroup.online. We can almost always resolve it faster than a bank dispute, and we would rather refund you directly than argue through a card scheme.

9. Complaints

If you are unhappy with how a cancellation or refund has been handled, write to info@clagroup.online. As stated in the Terms of Service, we are not currently a member of an ADR scheme. This does not affect your statutory rights or your ability to bring court proceedings.