Refund & Cancellation Policy

1. Definitions

• "Company" means Sovereign Digital Agency Limited.
• "Client" means the party contracting with the Company for Services.
• "Agreement" means the service agreement between the Company and the Client.
• "Services" means AI-powered digital marketing services including content creation, social media management, SEO, email marketing, advertising management, video production, and reporting.
• "Billing Cycle" means the monthly recurring period for which Services are invoiced.
• "Notice Period" means thirty (30) days' written notice.
• "Service Tier" means the selected pricing package: Starter (£497/month), Growth (£997/month), or Enterprise (£2,497/month).

2. Scope and Application

This Policy applies to all Services provided by the Company under any Agreement. It forms part of the Agreement and should be read in conjunction with our Terms of Service. In case of conflict between this Policy and the main Agreement, the main Agreement shall prevail.

All Services are provided on a twelve (12) month minimum term basis and continue on a monthly rolling basis after the initial period.

3. Cancellation Rights

3.1 Consumer Clients (B2C)

Where the Client is a consumer within the meaning of the Consumer Rights Act 2015, the Client has the right to cancel the Agreement within fourteen (14) days of entering into the contract without giving any reason. To exercise this right, send a clear statement to hello@sovereigndigitalagency.co.uk. If Services have commenced within the cancellation period with the Client's express consent, the Client may be liable for payment proportionate to the Services provided.

3.2 Business Clients (B2B)

Business clients do not have statutory cancellation rights under consumer protection legislation. Cancellation rights are governed solely by this Policy and the main Agreement.

3.3 Cancellation After Initial Period

After the twelve (12) month minimum term, either party may terminate by giving thirty (30) days' written notice. Cancellation becomes effective at the end of the Billing Cycle following the Notice Period. The Client remains liable for all charges up to and including the effective cancellation date.

3.4 Early Termination During Minimum Term

The Company may permit early termination during the minimum term in exceptional circumstances at its sole discretion. Where permitted, the Client may be liable for:

• All outstanding monthly fees for the remainder of the minimum term; or
• An early termination fee equivalent to 50% of remaining monthly fees; or
• Such other arrangement as may be agreed in writing.

Exceptional circumstances may include client business closure or insolvency, material change in business circumstances, or mutual agreement.

4. Refund Policy

4.1 General Principles

The Company operates a limited refund policy reflecting the bespoke nature of AI-powered digital marketing Services. All refund requests must be made in writing to hello@sovereigndigitalagency.co.uk. Refunds, where applicable, will be processed within thirty (30) business days of approval to the original payment method.

4.2 Circumstances for Refunds

Initial Period Refunds (First 30 Days): Clients may request a pro-rata refund within the first thirty (30) days if Services materially differ from those specified in the Agreement, technical issues prevent delivery for more than seven (7) consecutive days, or the Company fails to commence delivery within fourteen (14) days of the agreed start date. Any work product created must be returned or destroyed.

Service Failure Refunds: Where the Company fails to provide Services in accordance with the Agreement for more than fourteen (14) consecutive days. Refund limited to the monthly fee for the affected Billing Cycle. Client must provide reasonable opportunity for the Company to remedy service failures.

Data Breach or Security Incidents: Material data breach caused by Company negligence may entitle Client to a partial refund, the amount determined based on severity and impact of breach.

4.3 Non-Refundable Circumstances

No refunds will be provided for:

• Changes in Client business strategy or requirements
• Market conditions affecting campaign performance
• Third-party platform changes or restrictions
• Client's failure to provide necessary access, information, or approvals
• Suspension due to Client breach of Agreement
• Services used beyond thirty (30) days except for service failures or data breaches

4.4 Partial Refunds

Where applicable, refunds are calculated on a pro-rata basis. Setup fees, onboarding costs, and third-party expenses are non-refundable. Custom development work and bespoke content creation are non-refundable once delivered.

5. Payment and Billing

• All Services are billed monthly in advance.
• Payment is due within seven (7) days of invoice date.
• Late payment may result in service suspension and interest charges at 8% above Bank of England base rate.
• Billing disputes must be raised within thirty (30) days of invoice date; undisputed portions remain payable.
• Upon cancellation, final invoice includes all services provided up to cancellation date. Outstanding balances remain payable.

6. Limitation of Liability

The Company's total liability for any refund claim shall not exceed the total fees paid by the Client in the twelve (12) months preceding the claim. We exclude liability for indirect, consequential, or special damages including lost profits, business interruption, or reputational damage. No refund claim may be made more than six (6) months after the circumstances giving rise to the claim.

Nothing in this Policy excludes liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

7. Termination Procedures

All termination notices must be in writing and delivered by email or registered post. Upon termination notice, the Company will provide reasonable assistance for service transition. The Client remains responsible for extracting any required data or materials. Data export services may be provided for an additional fee.

All payment obligations, confidentiality clauses, and intellectual property clauses survive termination.

8. Dispute Resolution

1. Informal Resolution: Parties agree to attempt resolution through good faith negotiations. Senior representatives will meet within fourteen (14) days of dispute notice; negotiation period shall not exceed thirty (30) days.
2. Mediation: If informal resolution fails, disputes shall be referred to mediation conducted by the Centre for Effective Dispute Resolution (CEDR). Costs are shared equally. Mediation shall be concluded within sixty (60) days of referral.
3. Legal Proceedings: If mediation fails, disputes may be referred to the courts of England and Wales. This Agreement is governed by English law.

9. General Provisions

• Policy Updates: The Company reserves the right to update this Policy with thirty (30) days' written notice. Updated versions will be published on the Website.
• Entire Agreement: This Policy, together with the main Service Agreement, constitutes the entire agreement regarding refunds and cancellations.
• Severability: If any provision is found invalid, the remaining provisions continue in full force and effect.
• Waiver: No waiver of any breach shall constitute waiver of subsequent breaches. Waivers must be in writing.
• Assignment: The Company may assign this Policy with reasonable notice. Client rights may not be assigned without written consent.

10. Contact Information

For questions regarding this Policy, please contact us:

Sovereign Digital Agency Limited
Email: hello@sovereigndigitalagency.co.uk
Website: https://sovereigndigitalagency.co.uk

All notices are deemed served: if sent by email, upon transmission during business hours (or 9:00 AM the next business day); if sent by registered post, two (2) business days after posting.