Refund & Cancellation Policy

Our position

Mode prices clearly, scopes tightly, and stands behind its work. If something goes wrong because we haven't delivered, we'll put it right · refund, redo, or replace, depending on the situation. We don't offer speculative cancellation refunds once work has genuinely begun.

Pre-flight audits and Competitor Snapshot

Marketing Pre-flight (£195 inc VAT), Competitor Snapshot (£99 inc VAT), Full Growth Audit (£295 inc VAT), Website Audit / Website Pre-flight (£49 inc VAT).

• Paid but brief not submitted → you cancel: full refund within 7 days, less Stripe processing fees
• Brief submitted, before dispatch to the Engine: full refund, less Stripe fees
• After dispatch to the Engine: non-refundable (analysis runs automatically, cost incurred immediately)
• You book a package within 90 days: the audit fee is fully credited against the package
• Mode declines or technical failure: full refund including Stripe fees

One-off packages

Quick Site, One Page Site, Website Launch, Brand + Website, Website Rebuild, AI Workflow Build, and other fixed-scope engagements.

• Cancelled before kickoff call / first draft: full refund less £100 inc VAT mobilisation fee
• Cancelled after kickoff but before milestone 1: 50% of total price retained; remainder refunded
• Cancelled after milestone 1 (or 50% delivery): non-refundable for delivered work; unperformed portion refunded pro-rata at Mode's discretion
• Mode cancels: full refund of unperformed portion
• Material breach by Mode: full refund + remedy per Terms
• You change scope mid-project: reviewed; price/timeline adjusted or Mode may decline

Monthly retainers

Three-month minimum

Retainers require a 3-month minimum. During those 3 months: fees are non-refundable, Mode completes in-scope work regardless of engagement level, and termination is only permitted for material breach by Mode unremedied within 14 days of written notice.

After the minimum

Either party may cancel on 30 days' written notice. Current month (billed in advance) is non-refundable · work continues to the end of the notice period. Mode hands over account access, deliverables, and outstanding work within the notice period.

Mode pauses or ends the retainer

30 days' notice; pro-rata refund of unused portion of current month; full handover of paid deliverables.

Consumer cooling-off (Consumer Contracts Regulations 2013)

If you contract as a consumer · an individual acting wholly outside your trade, business, craft, or profession · you have 14 days from the date of contract to cancel without reason.

• To cancel, email admin@modemarketing.ai with "Cancellation" in the subject
• If work has not started: full refund within 14 days
• If you expressly asked us to start work during the 14-day period, we charge pro-rata for work done up to cancellation
• Refunds via the original payment method unless we agree otherwise

Most Mode clients are businesses and not consumers under this regime; the above applies only where you buy personally, not for your trade.

Advertising spend

Mode does not hold or manage your advertising budgets. When we run paid campaigns, you pay Google, Meta, LinkedIn, etc. directly. Those platforms' own refund policies apply to ad spend · Mode cannot refund platform spend.

Stripe chargebacks

If you dispute a Mode charge via your bank or card issuer ("chargeback"):

• We provide Stripe with evidence of the engagement (signed SoW, correspondence, delivery proof, Terms acceptance)
• Chargebacks are not a substitute for cancellation · they attract a fee and damage our merchant standing
• If you have a concern, please raise it with us first. We'll resolve it faster than a chargeback process

Disputes

If we can't agree on an outcome: raise it in writing with a clear ask; we respond within 7 working days; if unresolved, we both try mediation in good faith (30-day window); if still unresolved, either side may go to court (English & Welsh courts · see Terms).

Consumer disputes can also be referred to an approved Alternative Dispute Resolution provider. Details on request.

Contact

Refund / cancellation requests: admin@modemarketing.ai
Subject line format: "Refund request · [your name / company]"
Response SLA: 7 working days

Changes

This policy is reviewed at least annually and updated on material change.

Last updated 18 April 2026. Pending legal review.