Refund Policy

Last updated: March 2026

1. Overview

EPTASOFT LTD ("we", "our", "us"), registered in England and Wales (Company No: 17038547) at 61 Bridge Street, Kington, England, HR5 3DJ, is committed to ensuring customer satisfaction with our services. This Refund Policy outlines the circumstances under which refunds are available and the process for requesting a refund.

This policy applies to all services purchased through our website eptasoft.net, including software development, web design, and UK company formation consulting services. All payments are processed securely through Stripe.

2. Your Statutory Rights

This Refund Policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Under the Consumer Contracts Regulations 2013, you have the right to cancel a contract for services within 14 days of entering into it without giving any reason (the "cooling-off period"). This right applies to contracts entered into at a distance (e.g., online).

3. Cooling-Off Period (14 Days)

3.1 Your Right to Cancel

If you are a consumer based in the United Kingdom, you have the right to cancel your order within 14 calendar days from the date the contract is entered into (typically the date of purchase), without providing any reason.

To exercise your right to cancel, you must notify us of your decision by a clear statement, such as:

3.2 Waiver of the Cooling-Off Period

If you request that we begin providing services during the cooling-off period, you acknowledge and agree that:

  • You expressly consent to the commencement of the service before the end of the cancellation period
  • If you subsequently cancel, you will be liable to pay for any services already provided up to the point of cancellation, calculated proportionally
  • Once the service has been fully performed, you lose your right to cancel under the cooling-off period

4. When Refunds Apply

You may be entitled to a full or partial refund in the following circumstances:

  • Cancellation within the cooling-off period: A full refund is provided if no work has commenced. If work has already started at your request, a partial refund will be issued (see Section 7)
  • Service not delivered: If we fail to deliver the agreed services within a reasonable timeframe, you are entitled to a full refund
  • Service not as described: If the delivered service materially differs from what was agreed upon in the project scope or service description
  • Technical failure: If a technical issue on our part prevents us from delivering the service
  • Duplicate payment: If you have been charged more than once for the same service in error

5. When Refunds Do Not Apply

Refunds are not available in the following circumstances:

  • Completed services: Once a service has been fully performed and delivered as agreed, no refund is available (subject to your statutory rights)
  • Government fees and third-party costs: Any fees paid to Companies House, HMRC, or other government bodies on your behalf are non-refundable, as these are paid directly to the respective authority
  • Third-party licences and subscriptions: Costs for domain names, hosting, SSL certificates, software licences, or other third-party products purchased on your behalf
  • Change of mind after service delivery: Where the service has been delivered as described and you simply change your mind
  • Client-caused delays: Where project delays are caused by the client's failure to provide required information, content, feedback, or approvals within reasonable timeframes
  • Breach of terms: Where your account has been terminated due to a violation of our Terms of Service

6. How to Request a Refund

To request a refund, please follow these steps:

  1. Contact us by email at info@eptasoft.net or via our contact form
  2. Provide the following information in your request:
    • Your full name and email address associated with the order
    • Order reference number or transaction ID
    • Date of purchase
    • Reason for the refund request
    • Any supporting evidence (e.g., screenshots, correspondence)
  3. Await confirmation – we will acknowledge your request within 2 business days and provide a resolution within 5 business days

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund:

  • Work commenced during cooling-off period: If you cancel within the 14-day cooling-off period after requesting early commencement, the refund will be reduced proportionally to the work already completed
  • Partially delivered services: If a project is cancelled midway through, the refund will reflect the work completed and resources expended. A detailed breakdown of completed work and associated costs will be provided
  • Milestone-based projects: For projects structured around milestones, refunds apply only to milestones not yet commenced. Completed and approved milestones are non-refundable

The partial refund amount will be calculated transparently, and we will provide a written breakdown before processing.

8. Refund Process and Timeline

Once a refund has been approved:

  • Refunds are processed via the original payment method (Stripe) within 5–10 business days of approval
  • Depending on your bank or card issuer, it may take an additional 3–5 business days for the refund to appear on your statement
  • You will receive an email confirmation when the refund has been processed
  • Refunds are issued in British Pounds Sterling (GBP). If you paid in a different currency, the refund amount may vary due to exchange rate fluctuations

9. Cancellation Policy

9.1 Cancelling Before Work Begins

If you wish to cancel a service before any work has commenced, you are entitled to a full refund of all fees paid, excluding any non-refundable third-party costs already incurred.

9.2 Cancelling During a Project

If you wish to cancel a project that is already in progress:

  • Please notify us in writing as soon as possible
  • We will provide a summary of work completed and costs incurred to date
  • A partial refund will be calculated based on the proportion of work not yet completed
  • Any deliverables completed up to the point of cancellation will be provided to you

9.3 Subscription Services

For ongoing or subscription-based services:

  • You may cancel at any time by notifying us before your next billing date
  • Cancellation takes effect at the end of the current billing period
  • No refunds are provided for the remaining days of the current billing period
  • Access to the service will continue until the end of the paid period

10. Dispute Resolution

If you are dissatisfied with our decision regarding your refund request, we encourage you to resolve the matter through the following steps:

  1. Internal review: Contact us to request a review of the decision. We will have a senior team member reassess your case within 10 business days
  2. Mediation: If the matter remains unresolved, either party may propose mediation through a mutually agreed mediator
  3. Chargeback: While you retain the right to initiate a chargeback through your bank or card issuer, we encourage you to contact us first so we can attempt to resolve the issue directly
  4. Legal action: As a last resort, disputes may be resolved through the courts of England and Wales

11. Service Level Commitment

We are committed to delivering high-quality services. If you experience any issues with our services:

  • Please report any concerns as soon as they arise
  • We will work with you to resolve issues and, where possible, re-deliver or correct the service before resorting to a refund
  • Our goal is to ensure your satisfaction and maintain a positive working relationship

12. Amendments to This Policy

We reserve the right to update this Refund Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date. Changes do not apply retroactively to purchases made before the effective date of the updated policy.

13. Contact Us

If you have any questions about this Refund Policy or wish to request a refund, please contact us: