Refund & Cancellation Policy

Refund Policy Overview

This policy explains how cancellations and refunds work for Easy Setup's device setup, configuration assistance, technical support and other digital services. We aim to be fair and transparent. Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Our plans include a 7-day money-back guarantee, described below, in addition to any rights you have under the law.

Cancelling Before Service Begins

If you cancel before we have started providing your service (for example, before your account has been activated or any setup assistance has been given), you are entitled to a full refund of the amount you paid.

Digital Services That Have Already Started

UK law normally gives consumers 14 days to cancel a contract for services bought online. Where you expressly ask us to begin a service within that period, and acknowledge at checkout that you understand this affects your cancellation rights, you may still cancel but we may deduct a proportionate amount for the service already provided up to the point you told us you wished to cancel.

Where digital content is supplied immediately with your express consent and your acknowledgement that you will lose the right to cancel, the statutory 14-day cancellation right may no longer apply. We only rely on this where that consent and acknowledgement have actually been obtained. This does not affect your 7-day money-back guarantee or your rights if the service is faulty or not as described.

7-Day Money-Back Guarantee

If you are not satisfied with your plan, you may request a full refund within 7 days of your purchase date by contacting us at support@easysetup.co.uk. We may ask for a brief reason so we can improve our service, but a refund within this period will not be refused because of your reason.

Completed Setup or Support Services

Where a one-off setup or support service has been fully carried out as described, it is generally not refundable once completed, except where it was not performed with reasonable care and skill or was not as described, in which case you may be entitled to a repeat performance or a full or partial refund.

Technical Problems

If you experience a technical problem, please contact us first so our support team has a reasonable opportunity to investigate and resolve it. Many issues relate to device settings, app configuration or home internet connections and can be fixed quickly. If we are unable to resolve a problem that is our responsibility within a reasonable time, you may be entitled to a partial or full refund.

Duplicate or Incorrect Payments

If you have been charged twice for the same order, or charged an amount different from the price shown at checkout, please contact us. Once verified, we will refund the duplicate or excess amount in full.

Failed Service Delivery

If we fail to provide the service you paid for, for reasons within our control, you are entitled to a full refund for the part of the service that was not provided.

Refund Request Procedure

To request a refund or cancel, email support@easysetup.co.uk. You may also use the contact form on our website. Please use the email address you used when placing your order where possible.

Information Required for a Refund Request

• Your full name and the email address used for your order
• Your order reference or payment date
• The plan you purchased
• A short description of the reason for your request, and any support contact so far

Refund Review Process

We will acknowledge your request and review it against this policy and your legal rights. If we need more information, we will ask. We will let you know the outcome and, if a request is declined, explain why.

Approved Refunds

Where a refund is approved, it may be a full or partial refund depending on the circumstances described above. Once a refund has been issued, access to the related service may end.

Refund Processing Method

Refunds are made using the same payment method you used for your purchase, unless we agree otherwise with you. We do not charge a fee for processing a refund.

Processing Times

We will process approved refunds without undue delay and, for cancellations under your statutory rights, within 14 days of agreeing the refund. Your bank or card provider may take additional time to show the funds in your account.

Chargebacks

We encourage you to contact us before raising a dispute with your bank, as we can usually resolve issues more quickly. You remain free to use any rights available to you through your card provider.

Customer Support

For any question about this policy, email support@easysetup.co.uk or use the contact form on our website.

Changes to This Policy

We may update this policy from time to time. The version in force when you placed your order will apply to that order. The date at the top of this page shows when it was last updated.