Cancellation & Refunds

Effective date: 1 September 2025
Who we are: Sterling Media & Communications Limited (“SMCWW”, “we”, “us”).
Address: 206 New Rd, Croxley Green, Rickmansworth WD3 3HH, United Kingdom
Phone: +44 7377 455530
Email: khalil@smcww.co.uk

What we sell
We provide digital marketing services (e.g., strategy, PPC/paid media management, SEO, content, creative/UGC). No physical goods are shipped.

Cooling-off (consumers only)
If you’re a consumer buying services online, you may cancel within 14 days of purchase unless you asked us to begin work during that period. If you request an immediate start, you’ll pay for the work delivered up to cancellation, and you lose the right to cancel once the service is fully performed. 

Business customers (B2B)
For business clients, cancellations and refunds follow the contract/SOW. We’ll refund any pre-payments minus our reasonable, evidenced costs already incurred. 

Non-refundable items

  • Completed services and delivered final assets

  • Third-party costs we’ve paid on your behalf (e.g., ad spend, platform fees)

  • Rush/expedited fees once work has started

How to request a refund
Email support@smcww.co.uk with your order/Invoice ID. We aim to assess within 7 working days. Approved refunds are processed to the original payment method; processing times depend on your bank.

Your statutory rights (e.g., service performed with reasonable care and skill) remain unaffected.

Cancellations & Refunds — Services

Who this applies to
• Consumers (non-business clients): statutory rights under the Consumer Contracts Regulations 2013.  
• Business clients: our contract terms below apply.

Cooling-off (consumers only)
You may cancel within 14 days of contracting. If you asked us to start during the 14-day period, you’ll pay for work already delivered up to cancellation; once services are fully performed, the right to cancel ends. To cancel, email hello@smcww.co.uk. We refund within 14 days of agreement to refund (minus any proportionate deduction for completed work). 
References: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. 

  • Project cancellations: you may cancel in writing. We’ll invoice for:
    1. Completed milestones
    2. Time/costs incurred
    3. Non-recoverable third-party costs (media, tools, production). 
  • Deposits and discovery/strategy fees are non-refundable once delivered.
  • If we cancel for cause (e.g., non-payment), we’ll invoice for work done and committed third-party costs.
  • Refund method: original payment method unless agreed otherwise.