At AmbroTech Ltd, we aim to provide exceptional service and maintain clear, fair policies. This document outlines how we handle payments, refunds, and cancellations across all our services.
1. Scope of This Policy
This policy applies to all paid services provided directly by AmbroTech Ltd, including but not limited to:
- Web hosting
- Web design and/or development
- Domain registration and/or renewals
- IT support contracts (Responsive, Preventative, Comprehensive)
- One-off IT services (remote or onsite)
- Billing and account services
- Cyber Essentials support and audits
- Software licensing, backups, and antivirus packages
2. Payment Terms
- Invoices: All invoices are issued via our billing portal at https://billing.ambrotech.co.uk.
- Due Dates: Payment is due within 15 days of the invoice date or by the date stated on the invoice, whichever is latest.
- Accepted Payment Methods: We accept payment via cash, credit/debit card, bank transfer, and Direct Debit.
- Recurring Services: Some services (e.g. hosting and support contracts) renew automatically unless cancelled in accordance with the cancellation terms of that agreement.
- Failed Payments: Failed or declined payments must be resolved on or before the due date to avoid service interruption.
3. Refund Terms
- Refund Requests: Refunds are not issued automatically. You must request a refund via email to [email protected] or by raising a ticket at https://billing.ambrotech.co.uk/submitticket.php?step=2&deptid=2.
- Assessment: All refund requests are considered on a case-by-case basis and at AmbroTech Ltd’s sole discretion, in accordance with this policy.
- Method of Refund: Where granted, refunds will be issued to the original payment method unless otherwise agreed.
- Processing Time: Please allow up to 14 working days for approved refunds to be processed.
4. Non-Refundable Items
The following items and services are non-refundable under all circumstances:
- Domain names (registration, transfer, or renewal)
- Licences or third-party services (e.g. software, SSL certificates, backup services)
- Setup or onboarding fees, where specified
- One-off support work (onsite or remote) once service has commenced
- Time-based services already delivered (e.g. consultancy hours, audits, technician time)
- Cyber Essentials support and assessments once started
5. Auto-renewing Contracts & Plans
- Monthly Plans: Cancellable with 30 days’ notice. No partial-month refunds will be issued after the billing period has begun.
- Annual Plans: If cancelled within 7 days of purchase and no substantial usage or work has occurred, a pro-rata refund may be considered. After 14 days, no refunds will be issued for annual plans.
- Change of Mind: Refunds will not be granted for a change of mind after service delivery or setup has commenced.
6. Cancellations
- How to Cancel: Services can be cancelled via the billing portal, or in writing by emailing [email protected].
- Notice Periods:
- Monthly support and hosting services: 30 days’ notice
- Annual contracts: No refunds after 14 days unless agreed otherwise
- Domain and third-party services: Non-cancellable once processed
- Outstanding Balances: Any outstanding charges remain due and payable upon cancellation.
7. Errors and Disputes
- If you believe a billing error has occurred, please contact us before the due date. We will investigate and rectify genuine issues.
- Disputes raised outside of this timeframe may not be eligible for review.
8. Amendments to This Policy
We reserve the right to amend this policy at any time. Any updates will be published here and take immediate effect unless stated otherwise.
If you have any questions regarding this policy, please contact us at [email protected].