Refund & Cancellation Policy

1. Overview

This policy outlines the terms for refunds and cancellations of services provided by Altura Media Ltd ("we", "us", "our"), company number 16752254. This policy should be read alongside our Terms of Service. Defined terms used here (such as Setup Fee, Monthly Subscription, Go-Live, and Deliverables) have the meanings set out in our Terms of Service.

2. Setup Fee Refunds

2.1 Before Live Preview

Our business model involves pre-building websites before approaching prospective clients. If you are shown a live preview and choose not to proceed, no Setup Fee is charged and you are under no obligation.

2.2 After Acceptance, Before Go-Live

If you accept a quote and pay the Setup Fee but cancel the project before Go-Live (before the website is delivered and published to a live domain), you are entitled to a 50% refund of the Setup Fee. The remaining 50% covers design, development, and configuration work already undertaken.

2.3 After Go-Live

Once the website has been delivered and Go-Live has occurred, the Setup Fee is non-refundable in full. No partial or pro-rata refunds of the Setup Fee are available after delivery.

3. Monthly Subscription Cancellation

3.1 How to Cancel

The Monthly Subscription operates on a month-to-month basis with no minimum commitment. You may cancel at any time by sending written notice (email is sufficient) to pallayfarkaszoltan@gmail.com. A 30-day notice period applies from the date we acknowledge receipt of your cancellation request.

3.2 What Happens After Cancellation

• Your website will remain live and fully operational until the end of the final paid billing period.
• No partial refunds are issued for unused days within a billing period. Subscriptions are billed monthly in advance and run to completion.
• After the final billing period ends, your website will be taken offline.
• The licence to use the Deliverables is revoked upon termination in accordance with our Terms of Service (Section 8.3).

3.3 Reactivation

If you wish to reactivate your website within 12 months of cancellation, contact us. Subject to availability and at our discretion, we may reinstate your website upon payment of any outstanding balance and resumption of the Monthly Subscription. No additional Setup Fee will be charged for reactivation within this period.

4. Consumer Cooling-Off Period

If you are a consumer (an individual not acting in a business capacity), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cooling-off period from the date you enter the contract. During this period, you may cancel for a full refund of any amounts paid.

If you expressly request that work begins within the cooling-off period, you acknowledge that:

• You may lose the right to cancel once the service has been fully performed.
• If you cancel before the service is fully performed, you will be charged a proportionate amount for the work completed up to the point of cancellation.

Note: The majority of our clients are businesses. If you are contracting as a business entity, the consumer cooling-off period does not apply, and the refund terms in Sections 2 and 3 govern your cancellation rights.

5. Service Credits

If you experience a significant and persistent issue with our services that we are unable to resolve within a reasonable timeframe, you may be eligible for a service credit or, in exceptional circumstances, a refund. Qualifying situations include:

• Unplanned downtime exceeding 72 consecutive hours that is directly attributable to Altura Media (not third-party infrastructure).
• Failure to deliver features explicitly agreed upon in your accepted quote, after being given a reasonable opportunity to rectify.
• Material misrepresentation of service capabilities that formed the basis of your purchase decision.

Service credits are applied against future Monthly Subscription invoices. They are not redeemable for cash and expire 6 months from the date of issue.

6. Your Content After Cancellation

Upon cancellation, we will make your client-provided content (text, images, logos, and other materials you supplied) available for download for 30 days following the end of your final billing period. After this 30-day window, we may permanently delete your content.

In accordance with our Terms of Service (Section 8), all Deliverables - including source code, design templates, and technical architecture - remain the intellectual property of Altura Media Ltd. We are not obligated to provide source code, design files, or hosting migration assistance upon cancellation.

7. How Refunds Are Processed

Approved refunds will be processed within 14 business days of approval to the original payment method:

• Card payments: Refunded via Stripe to the card used for the original transaction.
• Bank transfers: Refunded to the originating bank account.

Refunds are issued in the same currency as the original payment (GBP for UK clients, EUR for Hungarian and EU clients). We are not responsible for any exchange rate differences between the date of payment and the date of refund.

8. How to Request a Refund

To request a refund or discuss a cancellation, contact us in writing at: pallayfarkaszoltan@gmail.com

Please include:

• Your full name and company name (if applicable)
• The website domain or project reference
• The reason for your cancellation or refund request
• Your preferred resolution

We will acknowledge your request within 2 business days and aim to resolve all refund requests within 14 business days.

9. Contact

Altura Media Ltd
86-90 Paul Street
London, EC2A 4NE
United Kingdom
Email: pallayfarkaszoltan@gmail.com