1. Who we are
This service is operated by TicketWave HQ Ltd, trading as UK Web Marketing — registered in England and Wales, company number 17143167, registered office Radley House, Richardshaw Road, Pudsey, LS28 6LE, United Kingdom. Contact: hello@ukwebmarketing.com / WhatsApp 07553 070841.
2. Your right to cancel — consumers
If you bought as a consumer (an individual buying for purposes outside your trade, business, craft or profession), you normally have a 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, running from the day after the contract was made (i.e. the day you started the subscription). Within that period you can cancel for any reason, with no penalty.
Because the subscription itself comes with a free first month, there is generally nothing to refund during this 14-day window — Stripe has authorised your card but has not charged it. To cancel within the 14 days (or at any time after), just tell us clearly — email hello@ukwebmarketing.com, WhatsApp us, or use the model cancellation form in section 7. You don't have to give a reason.
By placing your order and sending us your content to get started, you're asking us to begin the service during the cancellation period. If you cancel within 14 days after some work has already been done, the right to cancel ends once the service is fully performed (i.e. once your website is live), but you do not owe us anything beyond the monthly fees that have actually been charged (which, during the free first month, is £0).
3. Cancelling the £45 / month subscription
- During the free first month: cancel any time and you owe nothing — you have not been charged. The first £45 charge never lands, the subscription ends, and the site is taken offline. The build does not transfer to you in this case (no money has been paid for it, so it stays with us). You keep your domain and anything you brought to the project — your logo, photos, copy.
- Between month 2 and month 12 (paid subscription, before the 12-month loyalty point): cancel any time. Cancellation takes effect at the end of the current paid month; we don't refund part-months. The site is taken offline; the build stays with us until the 12-paid-month threshold is met. We can quote a one-off transfer fee if you want the files earlier.
- From month 13 onwards (after 12 paid months together): cancel any time. Cancellation takes effect at the end of the month you've paid for; on cancellation we hand you the site files so you can host them elsewhere — the site is genuinely yours from this point.
- Things going wrong: where the law gives you a remedy — for example if the work wasn't carried out with reasonable care and skill (Consumer Rights Act 2015 / our contract) — we'll put it right (re-perform the work), or if that's not possible or done within a reasonable time, you may be entitled to a price reduction. Tell us within a reasonable time of noticing a problem.
- If we cancel (e.g. we decline the project, or can't deliver it): you get a full refund of anything you've paid for it, and you keep your domain and anything you brought us. If we cancel after 12 paid months we hand you the files too.
4. Custom / larger projects
For work beyond the standard subscription (shops, booking systems, web apps, etc.), cancellation and refunds follow the written quote/Order for that project and the principles above — generally: full refund before work starts; thereafter, a refund reflecting work done and any non-refundable third-party costs.
5. Platform modules (TicketWave HQ)
Ordering, booking, stock and ticketing platforms are sold and billed directly by our sister company TicketWave HQ Ltd, not by UK Web Marketing. Cancellations and refunds for those subscriptions are governed by TicketWave HQ's own terms — we can introduce you, but we don't handle billing for them.
6. How refunds are paid
Refunds are made to the original payment method, via Stripe, normally within 14 days of us agreeing the refund (or, for the consumer 14-day cancellation, within 14 days of you telling us you're cancelling). Payments and refunds are processed by Stripe; we don't hold your card details. Stripe's payment-processing fee on the original transaction is not returned to us, but this won't reduce your refund.
7. Model cancellation form (consumers)
You don't have to use this — any clear statement works — but if you'd like to, complete and send this to hello@ukwebmarketing.com:
I/We [delete as appropriate] hereby give notice that I/We cancel my/our contract for the supply of the following service: a UK Web Marketing website subscription / [other — describe]
Ordered on / paid on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature (only if this form is sent on paper): ____________________
Date: ____________________
8. Complaints & your rights
If something's gone wrong, contact us first — hello@ukwebmarketing.com — and we'll do our best to sort it quickly. Nothing in this policy affects your statutory rights, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For free consumer advice you can contact Citizens Advice (citizensadvice.org.uk). For data-related complaints, see our Privacy Policy (the ICO).
9. Changes
We may update this policy from time to time; the version that applies to your order is the one in force when you placed it. The "last updated" date above shows the latest revision.
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