Refunds and Cancellations Policy

This policy applies to every service bought from Crello. It forms part of our Terms and Conditions.

Most of our customers are businesses. If you are buying as a consumer, which means you are an individual buying mainly for purposes outside your trade, business or profession, clause 5 also applies to you.

Monthly plans have no fixed term and no minimum contract. This covers Care Plans, SEO plans, Google Business Profile plans, professional email mailboxes, Business Phone, and the monthly part of the SBS Scheme and our bundles.

You can cancel at any time by emailing support@crello.co.uk or by asking through the Client Portal. We confirm your cancellation in writing.

Monthly fees are billed in advance on the 1st of every calendar month. If we receive your cancellation before the 1st, you will not be charged for the following month. If we receive it after the 1st, the month already billed is not refunded, and the service carries on until the end of that month.

You can ask to pause a monthly plan instead of cancelling it. We will confirm the date the pause starts and the date billing restarts. During a pause you are not billed for the paused period, and the service does not run. Hosting may not be available while a plan is paused, and we will tell you before you agree to a pause.

Unused monthly edit time does not roll over into the next month and is not refundable.

If you cancel a monthly service, the consequences for your website, domain, email and files are explained in the Termination clause of our Terms and Conditions and in the Website Care Plan Terms.

For websites, add ons, branding work, SEO Setup, Google Business Profile Setup and other one off services:

• Before we start work: you can cancel and we will refund everything you have paid within 14 days.
• After we have started but before delivery: you can cancel. We will refund the part of the fee that relates to work we have not yet done. We keep the part that relates to work already done, and any third party costs we have already paid for you. We will show you how we worked this out.
• After delivery or launch: we do not refund because you have changed your mind, because the work has been delivered. This does not affect your rights if the work is faulty or not as described.

Upfront fees for the SBS Scheme and for bundles are one off fees and follow the rules above. The monthly parts follow the monthly rules in clause 2.

If a Deliverable has a fault, or is not what we agreed, tell us as soon as you can. We will put it right free of charge, and aim to do so within a reasonable time.

If we cannot put it right, or we cannot deliver the service at all, we will refund the part of the fee that relates to the problem.

We do not refund because a search engine did not rank your website where you hoped, or because a marketing service did not bring in a particular number of enquiries. We do not guarantee those results, as explained in our Terms and Conditions.

If you are a consumer who ordered by distance (online, by email, by phone or by message), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days of the day after you order, without giving a reason.

To cancel, tell us clearly by email to support@crello.co.uk. You may use any wording that makes your decision clear.

If you want us to start work during the 14 days, we will ask you to confirm that clearly. If you cancel after work has started, you must pay for the work we have done up to the time you told us you were cancelling, in proportion to the full service. If we have fully carried out the service within the 14 days with your agreement, you lose the right to cancel once it is complete.

We will make any refund that is due within 14 days of the day you tell us you are cancelling, using the same payment method you used, unless you agree otherwise.

We may cancel an Order, or end a service, in the circumstances set out in our Terms and Conditions, for example if you do not pay after reminders or ask us to publish unlawful content. If we cancel for a reason that is not your fault, we will refund the part of the fee that relates to work we have not done.

We pay refunds to the original payment method or by bank transfer, within 14 days of agreeing that a refund is due. Refunds do not include fees that third parties have charged and that we cannot recover, such as payment processing fees or domain registration costs.

If you are unsure whether you can cancel, or want to talk through a refund, email support@crello.co.uk before you decide. If you are not happy with our answer, our Complaints Policy explains what happens next.