Refund & Cancellation Policy

Version: 1.0 Effective date: 14 April 2026

This policy summarises how refunds and cancellations work when you buy services from Senhuo Ltd (trading as Senhuo Digital). It is written in plain English for ease of reading. Where there is any conflict between this summary and the Service Agreement, the Service Agreement applies.

1. Your 14-day cooling-off right (and why it usually ends quickly)

Under the Consumer Contracts Regulations 2013, consumers who buy services online usually have a 14-day cooling-off period starting from the day they pay. During this period, you can cancel for any reason and get a refund — provided the service has not yet been fully performed.

Important: because we begin work on your website, domain, and infrastructure straight after you pay, you will be asked at checkout to explicitly request that we start work during the 14-day period. By ticking that box, you acknowledge that you lose your right to cancel as soon as the Services are fully performed.

If you cancel during the 14-day period after we've started but before the Services are fully performed:

You will be refunded, less a reasonable amount for the work we have already done on your behalf.
"Reasonable amount" typically covers: third-party costs already paid on your behalf (for example, domain registration, email provisioning) plus a pro-rata share of the Setup Fee reflecting work completed.
We will confirm the deduction in writing before processing the refund.

2. Refunds after the 14-day period

After the 14-day cooling-off period ends, or once the Services are fully performed, the Setup Fee is non-refundable.

This is because the Setup Fee covers design, build, hosting configuration, third-party account provisioning, and other work that cannot be returned once done.

3. Monthly fees

Monthly fees are billed from the day your website goes live ("go-live day").
There is a 6-month minimum term on the monthly service starting from go-live day.
During the minimum term, you cannot cancel for convenience. If you cancel anyway, the remaining monthly fees for the minimum term become due as a single lump sum.
After the minimum term, you can cancel at any time. Your service continues to the end of the month you've paid for. No refund for the partial month.

4. If we cancel

We may cancel the Agreement if:

You materially breach the Agreement and don't fix it within 14 days of written notice; or
You fail to pay and the escalation process in the Service Agreement (60-day suspension, 90-day termination) runs its course.

In these cases, fees already paid are non-refundable and any outstanding amounts become due.

5. Price changes

If we change our monthly fee, you can cancel before the new price takes effect — even within the 6-month minimum term — without early termination charges.

6. How to cancel

Send us written notice by email to hello@senhuo.co.uk from the email address registered on your account. We'll confirm receipt and the effective cancellation date.

7. How refunds are processed

Where a refund is owed:

Refunds are returned to the original payment method (the card used at Stripe checkout).
We aim to process refunds within 10 working days of agreeing the amount.
Stripe's standard processing time (typically 5–10 business days to appear on your statement) applies after we issue the refund.

8. Your statutory rights

Nothing in this policy limits your rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

If you think a service we provided wasn't as described or wasn't provided with reasonable skill and care, let us know at hello@senhuo.co.uk and we will respond within 2 working days.

9. Questions

Questions about this policy? Email hello@senhuo.co.uk.