A fair approach
to changes.

Effective 5 October 2026 for new orders. Mandatory consumer rights take priority.

Before work begins

If you cancel before work begins, we refund the amount paid in full. We do not apply a blanket “non-refundable deposit” rule.

After work begins

Contact us promptly if you need to stop a project. We provide a breakdown of documented work completed and any third-party costs specifically approved in advance that cannot be recovered. Subject to applicable law, these amounts may be deducted from the payment, and the unused balance is refunded. You will not be charged for unperformed work. We explain the calculation and supporting records on request.

If we cannot deliver

If we cancel or cannot provide the agreed service, we refund payments for unperformed work. If a delivered item does not match the agreed scope, tell us what is wrong. We investigate and offer an appropriate correction, repeat performance, proportionate refund or other remedy required by law. Completion does not remove your mandatory rights.

Monthly campaign management

Renewal is manual. You can decline the next month without a cancellation fee. For cancellation during a paid month, any refund reflects management already provided and any separately approved non-recoverable costs, subject to mandatory rights.

Consumer withdrawal rights

Where applicable EU or EEA consumer distance-contract rules apply, you generally have 14 days from the conclusion of a service contract to withdraw without giving a reason. If you expressly request work to start during that period and then withdraw, you may owe a proportionate amount for services already provided where the law permits. You lose the withdrawal right after full performance only where all legally required prior express consent and acknowledgement were obtained. We do not assume consent from a quote request, payment or website visit. Other applicable mandatory rights remain unaffected.

How to cancel or request a refund

Send a clear statement to book@elwardy.com or our WhatsApp number, including your name, order or invoice reference, service and requested action. You do not have to explain your reason when exercising a statutory withdrawal right. Keep a copy of your message. We aim to acknowledge requests within 2 business days.

Request cancellation / withdrawal ↗

Refund timing and method

We issue agreed refunds without undue delay and aim to initiate them within 10 business days after confirming eligibility; any shorter statutory deadline takes priority. Where the applicable 14-day withdrawal refund deadline applies, we comply with it. Refunds normally use the original payment method, unless another lawful method is agreed. Bank or provider processing may affect the date funds arrive. No extra refund fee is charged by us.

Digital services, not physical returns

No physical products are shipped, so postal returns do not apply. This does not limit cancellation, conformity or other mandatory consumer remedies for services.