UK Print and Publish, Refund Policy
Effective Date: September 2026
This Refund Policy (the “Policy”) explains when clients (“you”, “your”, the “Client”) may be given a refund for the services (the “Services”) provided by UK Print and Publish (“we”, “us”, “our”).
Read it together with our Terms and Conditions, our Privacy Policy, and any service agreement or engagement letter agreed between us. Instructing us to carry out editing, written content, printing, a publishing package, or any other service we offer means you accept the terms below.
1. General Principles
1.1 We run our business in line with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the UK General Data Protection Regulation (UK GDPR, as amended by the Data (Use and Access) Act 2025), the Data Protection Act 2018, and all other applicable UK law.
1.2 We provide printing and publishing services. What we offer includes, but is not limited to:
- Manuscript assessment, editing, and proofreading
- Written content creation and ghostwriting
- Formatting, typesetting, and cover design
- Book printing and publishing packages
- Book marketing and promotional services
- Author consultancy and coaching
- Other related printing and publishing services
1.3 Every engagement runs under a service agreement, statement of work, or order confirmation agreed between you and us. Whether a refund is available, and how much it comes to, turns on how far the work had progressed when you cancelled and on the terms of your particular engagement.
1.4 The statutory rights set out in this Policy are those that apply when you deal with us as a consumer, that is, an individual acting wholly or mainly outside your trade, business, craft, or profession,. Where you engage us in a business capacity, your refund rights come instead from your service agreement and from the general law of England and Wales.
2. Your Right to Cancel Within 14 Days
2.1 Consumers who enter into a service agreement with us at a distance (online, by email, or over the telephone, for example) or off-premises have a right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 calendar days of the agreement being made, without having to give any reason.
2.2 To use that right, tell us in writing, by email or by post, that you are cancelling, and do so inside the 14-day window.
2.3 Where you asked us to start work during those 14 days, you may still cancel within the window. You will, though, owe us a reasonable sum for the work carried out before you cancelled, worked out pro rata against the agreed fee.
2.4 Where the service has been completed in full within the 14 days at your express request, and you acknowledged that completion would end your cancellation right, the right to cancel under this section no longer applies.
3. Cancellation After the 14-Day Period
3.1 Once the 14-day cooling-off period has run out, cancellation is governed by your service agreement and by this Policy.
3.2 Cancelling after work has started leaves you liable for the work already done, worked out pro rata against the agreed fee, plus any third-party costs we have already incurred or committed to on your behalf.
3.3 Where the service has been delivered in full, or substantially so, in line with the agreed scope, no refund falls due.
4. Refunds for Defective or Inadequate Services
4.1 The Consumer Rights Act 2015 obliges us to perform our services with reasonable care and skill, within a reasonable time, and consistently with any information about the service that we gave you and that you relied on.
4.2 Where a service we have delivered is:
- Materially at odds with the agreed scope of work or the service description;
- Carried out without reasonable care and skill; or
- Unreasonably late for reasons that are not down to you,
our first step will be to offer to redo or put right the part of the service affected, at no extra charge. If that is not possible or not appropriate, a full or partial refund may be due; we will work out the amount fairly and reasonably, taking account of the work already carried out.
4.3 A refund request under this section needs to be backed by reasonable evidence and made within a reasonable time of the problem coming to light.
5. Deposits, Stage Payments, and Third-Party Costs
5.1 Where your engagement calls for an upfront deposit or payment in stages, your service agreement will say whether those payments can be refunded.
5.2 During an engagement we may take on or commit to costs with third parties for you, printing, ISBN registration, distribution fees, design licences, advertising spend, media buys, publicist or PR fees, marketing platform subscriptions, and other supplier charges, among others. Any such cost incurred or committed before you cancel is non-refundable and remains payable by you.
5.3 Where deliverables such as edited manuscripts, designs, or layouts have been produced before cancellation, your service agreement determines what rights, licences, or permitted use you have in that work product afterwards.
6. Exclusions
No refund is available for:
- Services already performed in full in line with the agreed scope of work;
- Bespoke or customised work made, or largely made, to your specification, though your statutory cancellation rights under Section 2 always stand;
- Marketing, advertising, or promotional services delivered as agreed, since outcomes such as sales volumes, rankings, reviews, media placements, or audience reach cannot be guaranteed and do not by themselves make a service defective under Section 4;
- Gift cards, vouchers, and promotional codes;
- Third-party costs incurred or committed on your behalf; and
- Delay, error, or failure caused by what you did or did not do, failing to supply materials, instructions, feedback, or approvals on time, for instance.
7. How to Request a Refund
7.1 Every refund request must be put in writing to UK Print and Publish and should tell us:
- Your full name;
- Your service agreement, engagement, or invoice reference;
- Which service the request concerns;
- When you entered into the engagement;
- Why you are asking for a refund; and
- Any evidence that supports it, such as correspondence, deliverables, or other documents.
7.2 We will confirm we have received your request within five working days. Where you are exercising the statutory right to cancel under Section 2, we will repay everything due to you within 14 calendar days of the day you told us you were cancelling, as required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and subject to any deduction allowed under Section 2.3. For every other kind of request, we aim to assess it and come back to you within 14 calendar days of our acknowledgement.
7.3 Refunds go back by the payment method you originally used, unless we agree something else in writing.
7.4 We may refuse a refund request where we reasonably consider that:
- There are signs of fraud, misuse, or abuse of this Policy;
- The request has been made outside the relevant statutory or contractual time limit;
- The service was delivered in line with the agreed scope, with reasonable care and skill; or
- The complaint stems from your own acts or omissions.
8. Late or Missing Refunds
8.1 If your refund has not arrived within the timeframe given in Section 7.2, we suggest you:
- Check your bank statement or card account first, pending transactions included; then
- Speak to your bank or card issuer, since they may need extra processing time before the money shows in your account.
If you have done both and still cannot trace the refund, please contact us using the details in Section 11.
9. Personal Data and Data Protection
9.1 A refund request means giving us personal data, usually your name, contact details, engagement or invoice information, payment details, and any correspondence or evidence supporting the claim. We handle that information as a data controller under the UK GDPR (as amended by the Data (Use and Access) Act 2025), the Data Protection Act 2018, and our Privacy Policy.
9.2 We rely on these lawful bases to process it:
- Performance of a contract (UK GDPR, Article 6(1)(b)), so we can administer your engagement and any refund arising from it;
- Compliance with a legal obligation (Article 6(1)(c)), so we can meet our statutory record-keeping, tax, and accounting duties; and
- Legitimate interests (Article 6(1)(f)), so we can look into refund requests, prevent and detect fraud, and defend legal claims, provided this does not override your rights and freedoms.
9.3 Refund records are kept for as long as we reasonably need them to deal with the refund, satisfy our tax and accounting obligations (usually six years), and safeguard our legal position. Our Privacy Policy goes into more detail.
9.4 All of your statutory rights under the UK GDPR remain intact, access, rectification, erasure where it applies, restriction, objection, and data portability. To exercise any of them, contact us using the details in Section 11 or see our Privacy Policy.
9.5 If you are unhappy with how we have handled your personal data, please raise it with us first so we can try to put it right. You are also entitled to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator, at ico.org.uk or on 0303 123 1113.
10. Changes to This Policy
This Refund Policy may be amended from time to time. Any revision takes effect as soon as the new version appears on our website, and the “Effective Date” at the top is updated to match. Please look over the Policy occasionally so you are familiar with the terms currently in force.
11. Contact Us
For questions about this Refund Policy, to submit a refund request, or to raise a data protection enquiry, please contact:
12. Governing Law
This Refund Policy, and any claim or dispute connected with it, contractual or otherwise, is governed by and to be interpreted under the law of England and Wales. Both you and we agree that the courts of England and Wales have exclusive jurisdiction.
Engaging UK Print and Publish for any service means you acknowledge and accept the terms of this Refund Policy.
