Refund & Cancellation Policy

At Webhound Media, we aim to provide exceptional digital solutions, websites, and business software. This Refund and Cancellation Policy outlines your rights and obligations concerning monthly and annual subscriptions, bespoke services, and cancellation requests.

1. Scope and Service Agreement

This policy applies to all active clients and users of Webhound Media services, including our managed subscription plans (Starter, Growth, Scale), Webhound Engine platform access, and ancillary development or SEO services. This policy operates in conjunction with our Terms & Conditions.

2. Subscription Billing & Recurring Payments

• Billing Cycle: Services are billed in advance on a recurring monthly or annual basis via credit card or approved payment gateway (e.g., Stripe).
• Continuous Access: Your subscription automatically renews at the end of each billing period unless cancelled prior to the renewal date.
• Upgrades and Downgrades: When upgrading or downgrading a plan, adjustments take effect immediately or at the start of the following billing period as specified at the time of change.

3. 30-Day Money-Back Guarantee (New Customers)

We stand behind our services. If you are a new customer subscribing to one of our core monthly plans and are unsatisfied with the onboarding or setup, you may request a full refund within the first 30 days of your initial sign-up date.

To claim your 30-day refund, simply send a written request to hello@webhound-media.co.uk before the end of your 30th day. Your initial payment will be returned to your original payment method.

4. Cancellation Policy

You are free to cancel your subscription at any time without penalty or long-term lock-in:

• How to Cancel: Submit a cancellation request via your Webhound client dashboard or in writing by emailing hello@webhound-media.co.uk.
• Effective Date: Cancellations take effect at the conclusion of your current paid billing period (monthly or annual). You will retain full access to your website, platform, and tools until that period ends.
• No Renewal: Once cancelled, you will not be billed for subsequent billing cycles.

5. Refunds Outside the 30-Day Guarantee

Because our plans include dedicated server provisioning, platform access, continuous maintenance, and ongoing support, we do not provide pro-rated refunds for partially used billing cycles or past billing periods once the initial 30-day window has expired.

Except under the 30-day money-back guarantee, the following fees are strictly non-refundable:

• Fees for already consumed or past monthly billing periods.
• Third-party costs incurred on your behalf (such as custom domain registrations, SSL certificates, or paid third-party API licenses).
• Bespoke development work, custom integrations, or graphic assets that have been delivered and approved.

6. Billing Errors and Service Credits

We will gladly investigate and resolve any genuine billing discrepancies:

• Billing Discrepancies: If you believe you were charged incorrectly or billed after a confirmed cancellation, notify us within 30 days of the charge and any erroneous amounts will be promptly refunded.
• Material Downtime: In the unlikely event that our core hosting and platform services experience prolonged, continuous, unscheduled downtime exceeding 5 business days due solely to issues within Webhound Media's direct control, you may request a pro-rated service credit for the affected period.

7. Website & Data Transition Upon Cancellation

As stated in our Terms & Conditions, your content and business data remain yours. Upon cancellation:

• You may request an export of your CRM customer records and media content prior to your subscription end date.
• Under the subscription model, the website codebase and managed hosting terminate at the end of the billing period unless a one-off codebase buyout is arranged.

8. How to Submit a Refund or Cancellation Request

To request a refund, dispute a charge, or process a cancellation, please email our support team with:

We aim to review and respond to all billing and refund requests within 2 to 3 business days. Approved refunds are processed back to the original payment method within 5–10 working days, depending on your bank or card issuer.

9. Governing Law

This Refund and Cancellation Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.