Refund and cancellation policy

Last updated: 11 May 2026. WINGS PVT LTD, company number 17184922, 13 Moor Road, Rotherham, England, S65 2EZ.

1. Scope

This policy explains how refunds, cancellations, and credits are handled for services supplied by WINGS PVT LTD (“we”, “us”). It is designed to align with UK law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your specific rights depend on whether you are a consumer, a micro-business, or a commercial customer; your written agreement with us may also set out bespoke terms agreed at the point of sale.

2. Services are not “goods”

Digital marketing, SEO, paid advertising management, consultancy, and bespoke development are services. Statutory rights differ from those that apply to physical goods. Where you are a consumer, you still have important protections regarding satisfactory quality, fitness for purpose, and performance with reasonable care and skill, as described in consumer guidance from Citizens Advice.

3. Cooling-off and contracts at a distance

If you are a consumer and you purchase services at a distance (for example online or by phone), you may have a statutory cancellation (“cooling-off”) period in certain circumstances. Exceptions can apply where performance begins with your express request before the cooling-off period ends, or where services are fully performed. We will confirm your statutory position in our order confirmation or contract pack where relevant.

4. Project fees and retainers

Fees are typically quoted as fixed project fees, monthly retainers, or time-and-materials rates as agreed in writing. Unless otherwise stated:

  • Deposits or upfront payments secure capacity and may be non-refundable once work has materially commenced, as set out in your agreement.
  • Retainers cover a defined period or scope; unused portions of a period may not be refundable if delivery was available and you chose not to use it, unless your agreement states otherwise.
  • Third-party costs (for example advertising spend paid to platforms, stock imagery, or software licences) are usually passed through at cost and are not our fees; refunds for those items follow the third party’s policies.

5. If you are not satisfied

If you believe our service has not been delivered with reasonable care and skill or does not match what was agreed, contact us promptly with details. We will investigate and, where appropriate, offer rework, a partial refund, or a credit against future work. Remedies depend on the facts, the contract, and applicable law.

6. Client-caused delays or termination

If a project is delayed or stopped because of client-side factors (for example withheld approvals, access, or assets), fees for work completed and committed time may remain payable in line with your agreement.

7. Chargebacks

If you dispute a card payment, we ask that you contact us first so we can resolve the issue. Unwarranted chargebacks may breach your agreement and can delay legitimate project delivery.

8. How to request a refund or cancellation

Email or write using the details on our contact page, including your name, contract reference, and a clear description of your request. We will acknowledge receipt and respond within a reasonable period (typically within 14 days for consumer complaints, sooner where possible).

9. Governing law

Unless your contract says otherwise, disputes are governed by the laws of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction.

This policy is for general information and does not replace tailored legal advice. Disclaimer