Cancellation & Right to Withdraw

Last Updated: April 2026

1. Overview

This policy sets out your rights to cancel a service agreement with Terra Connect Ltd and the process for doing so. It applies to both consumer clients (individuals contracting outside a business context) and business clients. Statutory rights may differ between these groups as outlined below.

This policy is issued in compliance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

2. Consumer Clients — Statutory Right to Cancel

a) How to Cancel

To exercise your right to cancel, you must inform us of your decision before the 14-day period expires by:

• Email: hello@terraconnect.co.uk with the subject line “Notice of Cancellation”
• Post: Terra Connect Ltd, 57 Tonbridge Drive, Basildon, SS15 6ND, United Kingdom
• Online: Via our contact form

You may use the model cancellation form below, but this is not obligatory.

b) Model Cancellation Form

c) Effect of Cancellation

If you cancel within the 14-day period:

• We will reimburse all payments received from you as soon as possible, and no later than 14 days after the day we receive your cancellation notice
• Reimbursement will be made using the same means of payment used for the initial transaction, unless you have expressly agreed otherwise

d) Exceptions to the Right to Cancel

The 14-day cancellation right does not apply where:

• You have expressly requested that we begin providing the service within the 14-day cancellation period and the service has been fully performed — in this case, you lose the right to cancel once the service is complete
• The service is fully bespoke (custom-built to your specifications) and work has commenced with your consent
• You are contracting in the course of a business (business-to-business contracts are governed by Section 3 below)

Where we begin work at your request during the cancellation period, you agree to pay a proportionate amount for work completed up to the point of cancellation.

3. Business Clients — Contractual Cancellation

Business clients do not benefit from the statutory 14-day cancellation right. Cancellation rights for business clients are governed by the terms of the individual service agreement or statement of work. The following general terms apply in the absence of a specific agreement:

Notice Period	Effect
Before work commences	Full refund of any deposit paid, minus reasonable administration costs
After work commences (14+ days notice)	Payment due for all work completed to date; unused balance refunded
Immediate termination (for cause)	Payment due for all work completed; no further liability to either party

4. Ongoing Subscriptions & Retainers

For ongoing maintenance, retainer, or subscription services:

• Either party may terminate with 30 days’ written notice unless otherwise stated in the service agreement
• Payments already made for a current billing period are non-refundable unless we are in material breach of contract
• Any work in progress at the date of termination will be delivered to you in its current state

5. Refund Process

Approved refunds will be processed within 14 calendar days of the cancellation being agreed. Refunds are issued via the original payment method. We reserve the right to deduct amounts owed for work already performed, materials purchased, or third-party costs incurred on your behalf.

6. Contact Us

To cancel a service or for any questions about this policy, please contact us:

Email: hello@terraconnect.co.uk
Website: terraconnect.co.uk/contacts
Company: Terra Connect Ltd (Company No. 12492304)
Address: 57 Tonbridge Drive, Basildon, SS15 6ND, United Kingdom