1. What this policy covers
We supply professional services — IT consultancy, computer facilities management, IT support and web portal work — rather than physical goods. There is nothing to return, so cancellation and refunds turn on how much work has already been carried out and what costs have already been committed.
Our engagements are business-to-business. The statutory 14-day consumer cooling-off right does not apply. Where we do supply a consumer, that consumer's statutory rights are unaffected by this policy.
2. Cancelling before work starts
You may cancel an accepted quote in writing at any time before we begin work. What is refundable depends on how much notice we have of the agreed start date:
3. Cancelling after work starts
Once an engagement is under way you may cancel it in writing at any time. In that case you pay for the work properly performed up to the date we receive your notice, plus any third-party costs already committed and any non-cancellable subcontractor commitments.
We will issue a statement showing time recorded against the engagement and the stage reached. Where your prepayment exceeds that amount, the balance is refunded. Where the work performed exceeds the prepayment, we invoice the difference, payable on the normal 14-day terms.
Deliverables produced up to the cancellation date are handed over once all sums due have been paid.
4. Rescheduling
Booked work — a consultancy session, a site visit, a migration window — can be rescheduled once at no charge if you tell us at least 5 working days before the agreed date, subject to our availability. Later changes, or a second reschedule of the same booking, may attract a fee of up to 25% of the affected fee to cover time that has been reserved. Where a reschedule pushes work into a later quarter and our rates have changed in the meantime, we will confirm any revised fee in writing before proceeding.
5. Deposits and prepayments
Where a quote requires a deposit, that deposit secures our capacity for the engagement and is set against the final invoice. Deposits are refundable only to the extent set out in sections 2, 3 and 10 of this policy.
Stage payments for milestones already delivered and accepted are not refundable, because the work they pay for has been performed. Prepaid support hours that remain unused at the end of a contract period are dealt with under section 6.
6. Recurring support and facilities management contracts
Support and facilities management are billed in advance for each period. You may end the arrangement by giving 30 days' written notice, expiring no earlier than the end of any initial term set out in the quote.
Charges for the current period are not refundable, as the systems remain covered and monitored until the notice expires. Where you have paid annually in advance, we refund whole unused months after the notice period ends, calculated pro rata on the annual charge; any discount applied for annual payment is deducted from the refund.
Unused hours within a monthly support allowance do not roll over and have no cash value, unless the service schedule says otherwise.
7. Hosting, domains, licences and other third-party costs
Domain registrations, SSL certificates, software licences, cloud subscriptions and hosting prepaid to third parties on your behalf are not refundable once purchased, because we cannot recover them ourselves. Where a third party does allow a partial refund, we will pass on whatever we recover. On request we can transfer a domain or subscription to an account in your name, subject to the third party's own process and any transfer fee.
8. Scope of a delivered service
What has been delivered is measured against the deliverables listed in the quote. A service is treated as delivered when those deliverables have been supplied and either accepted by you or not rejected, with reasons, within 10 working days of handover.
A change of direction, a change in your requirements after acceptance, or work that was never in the quoted scope is not a ground for refund. It is handled as a change and quoted separately. Advice, analysis and recommendations that have been delivered are not refundable on the basis that you disagree with the conclusion or decide not to act on it.
9. If the work is defective
If a deliverable does not materially match the specification in the quote, tell us within the 30-day warranty period described in our Terms & Conditions. We will investigate and correct the defect at no charge within a reasonable time.
If we cannot correct it, we will refund the portion of the fee attributable to the affected deliverable. This does not cover problems caused by changes you or a third party made, by materials or systems you supplied, or by a failure of third-party software or services outside our control.
10. Cancellation by us
If we cancel an engagement for a reason that is not your breach of contract and not a force majeure event, we will refund in full any amount you have paid for work not yet performed, without deduction. Where we cancel because of your material breach, or where an engagement is terminated by a force majeure event, you pay for work performed and committed costs up to that date and any balance is refunded on the basis set out in section 3.
11. How to request a refund or raise a dispute
Send your request by email to office@gttlogistik.com with the subject line "Refund request", or write to us at the registered address. Include:
- the quote or invoice reference;
- the date of payment and the amount;
- what you are asking for and why;
- any supporting detail, such as correspondence or screenshots.
12. How refunds are paid
Refunds are made in pounds sterling to the original payment method wherever possible. Card and local-method payments are refunded through the payment provider that processed them, and the time for funds to appear depends on that provider and your bank. Where the original method is unavailable, we refund by bank transfer to an account in the paying business's name. We do not charge a fee for issuing a refund, but we cannot reimburse currency conversion losses or your own bank's charges.
13. Disputes and chargebacks
Please contact us before raising a chargeback with your bank or card issuer. Most disputes come down to a difference of understanding about scope, and we can usually resolve those directly and faster than a chargeback process.
If we cannot agree, either party may propose mediation before starting court proceedings. This policy and any dispute arising from it are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.