Refund & Cancellation Policy

This policy explains your options for cancelling and obtaining refunds for services purchased from Forefront HQ, a trading name of Ashley Nicholas Roberts ("we", "us", "our"). It applies alongside our Terms & Conditions and does not affect your statutory rights as a consumer, where applicable.

1. Who This Policy Applies To

Our services are quoted and agreed individually by email, so how your cancellation rights work depends on whether you are buying as a consumer or as a business.

1.1 Business (trade) customers

If you are engaging us in the course of a trade, business, or profession, the Consumer Contracts Regulations 2013 do not apply to your contract with us. Your cancellation and refund rights are instead set out in Sections 2 to 4 below and in our Terms & Conditions.

1.2 Consumers

If you are a consumer (an individual buying for personal, non-business purposes), and you agree to a quote by email or another means of distance communication, you normally have 14 days from the date the contract is formed to cancel for any reason and receive a full refund, under the Consumer Contracts Regulations 2013.

Because our project-based and marketing work is a service performed at your request, if you ask us to begin work within that 14-day period, you may lose some or all of this cancellation right once work has started, provided we have obtained your express request and acknowledgement of this before we begin. Where work has only partly been carried out when you cancel, you will only be charged a reasonable amount for the work already done.

2. Project-Based Services (e.g. Software or Website Development)

Project-based work is paid 50% on acceptance of the quote and 50% on completion, in line with our Terms & Conditions.

If you cancel before any work has started, your deposit will be refunded in full, less any costs we have already reasonably and necessarily incurred on your behalf.

If you cancel after work has started, the deposit is non-refundable, as it covers work already committed and undertaken. We may invoice you for further work completed beyond the deposit amount, calculated on a fair and reasonable basis.

Once a project has been completed, delivered, and the balance paid, refunds are only available under Section 5 (Faulty or Not-as-Described Work).

3. Digital Marketing Services

Digital marketing campaigns are paid in full, in advance, before the campaign is delivered or commenced, in line with our Terms & Conditions.

If you cancel before the campaign has commenced, you will receive a full refund, less any costs we have already reasonably and necessarily incurred on your behalf (for example, advertising spend already committed).

If you cancel after the campaign has commenced, fees already paid are non-refundable, as they cover work, strategy, and any third-party costs already committed.

We do not guarantee specific results, rankings, traffic, leads, or sales outcomes from digital marketing campaigns, and a campaign performing below expectations is not, by itself, grounds for a refund.

4. Hosting & Maintenance

Hosting and maintenance fees are billed monthly in advance and may be cancelled at any time by contacting us, in line with our Terms & Conditions.

Cancellation takes effect at the end of the current billing period. We do not provide partial-month or pro-rata refunds for unused time, except where required by law.

If you wish to transfer a hosted project away from Forefront HQ, this is treated as a project transfer, not a refund request — see our Terms & Conditions (Clause 8) for the applicable termination fee and process.

5. Faulty or Not-as-Described Work

If work we deliver is faulty, does not match what was agreed, or is not fit for purpose, you are entitled to a repair, correction, or refund under the Consumer Rights Act 2015 (for consumers) or on equivalent reasonable terms (for business customers), regardless of the timeframes above. Please contact us with details of the issue so we can investigate and put things right.

6. How to Request a Refund

To request a cancellation or refund, contact us at info@forefronthq.co.uk with your project or invoice reference and the reason for your request. We aim to respond within 5 business days and, where a refund is due, process it within 14 days to the account the original payment was made from.

7. Non-Refundable Items

The following are generally non-refundable, except where required by law:

• Deposits or fees for project-based work where work has already started
• Digital marketing fees where the campaign has already commenced
• Hosting or maintenance periods that have already elapsed
• Custom or bespoke work already completed at your request
• Third-party costs already committed on your behalf (e.g. advertising spend, domain registration, licences)

8. Contact

Questions about this policy can be sent to info@forefronthq.co.uk or 07940715134.