Payment, Refund & Cancellation Policy

1. Payment Methods Accepted

1.1 Card Payments

We accept Visa, Mastercard, and American Express credit and debit cards. All card transactions are processed securely through our PCI DSS compliant payment processor. Your card details are encrypted and never stored on our systems.

1.2 Bank Transfer (BACS)

Bank transfers can be made to our business account. Payment details are provided on your invoice. Please use your invoice number as the payment reference.

1.3 Direct Debit

For ongoing monthly services, we recommend Direct Debit for convenient, automatic payments. Direct Debits are protected by the Direct Debit Guarantee.

2. Pricing & Currency

2.1 Currency

All prices are quoted and charged in British Pounds Sterling (GBP £).

2.2 VAT

Zafrax Limited is not currently VAT registered. All prices displayed are the final price with no VAT to add.

2.3 Price Validity

Prices on our website are valid at the time of quotation. For projects, quoted prices are valid for 30 days from the date of the quotation unless otherwise specified.

3. Payment Terms

3.1 Managed Support Services (Monthly)

• Invoiced monthly in advance on the 1st of each month
• Payment due within 14 days of invoice date
• First month is payable upon signing the service agreement
• Pro-rata billing applies for mid-month starts

3.2 Project Work

• Projects under £5,000: 50% deposit, 50% on completion
• Projects £5,000 - £25,000: 30% deposit, 40% at midpoint, 30% on completion
• Projects over £25,000: Monthly milestone billing as agreed
• Payment due within 14 days of invoice date

3.3 Ad-Hoc Support (Hourly/Daily)

• New clients: Payment in advance for first engagement
• Existing clients: Invoiced weekly or monthly in arrears
• Payment due within 14 days of invoice date

3.4 Late Payment

We reserve the right to:

• Charge interest at 8% above the Bank of England base rate on overdue amounts (Late Payment of Commercial Debts Act 1998)
• Suspend services if payment is more than 30 days overdue
• Recover reasonable debt collection costs

4. Service Delivery & Fulfilment

4.1 Nature of Services

Zafrax Limited provides IT services including:

• IT Support Services: Remote and on-site technical support
• Software Development: Custom software applications
• IT Consultancy: Advisory and planning services
• Cloud Services: Migration and management
• Cyber Security: Security assessments and implementation
• Network Solutions: Infrastructure design and support

4.2 Service Commencement

Services commence upon:

• Receipt of signed service agreement or acceptance of quotation
• Receipt of initial payment (where applicable)
• Completion of onboarding process

Typical onboarding takes 5-10 business days depending on complexity.

4.3 Service Delivery Location

• Remote Support: Delivered electronically via phone, email, and remote access tools
• On-Site Support: At client premises within Greater Manchester and surrounding areas
• Project Work: Delivered at agreed locations or remotely as specified

4.4 Response Times

For managed support clients, we operate to the following Service Level Agreement:

Priority	Description	Response Time	Resolution Target
P1 - Critical	Complete system failure	2 hours	8 hours
P2 - High	Major functionality affected	2 hours	8 hours
P3 - Medium	Minor functionality affected	4 hours	Next business day
P4 - Low	General enquiries	8 hours	2 business days

5. Cancellation Policy

5.1 Managed Support Contracts

• Minimum Term: 12 months from commencement
• Cancellation Notice: 30 days' written notice required
• After Minimum Term: Contract continues on a rolling monthly basis
• Early Termination: If you wish to cancel within the minimum term, fees for the remaining months may be payable

5.2 Cooling-Off Period (Consumer Contracts)

If you are a consumer (not a business), you have a statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013. You may cancel within 14 days of entering the contract without giving any reason.

Important: If you request services to begin within the cooling-off period, you may be required to pay for services already provided up to the point of cancellation.

5.3 Project Work

• Cancellation before work commences: Full refund of deposit less reasonable administrative costs (maximum 10%)
• Cancellation after work commences: Payment for work completed to date, based on time and materials
• Materials or licences already purchased are non-refundable

5.4 How to Cancel

To cancel a service, please contact us in writing:

• Email: accounts@zafrax.co.uk
• Post: Zafrax Limited, The Hive, Lever Street, Manchester, M1 1FN

Please include your company name, service reference, and reason for cancellation.

6. Refund Policy

6.1 Eligibility for Refunds

Refunds may be provided in the following circumstances:

• Services not delivered as agreed in the service agreement
• Duplicate payments made in error
• Cancellation within the consumer cooling-off period
• Service failures not resolved within agreed SLA timescales

6.2 Non-Refundable Items

The following are generally non-refundable:

• Services already rendered and consumed
• Third-party software licences once activated
• Hardware purchased on your behalf
• Domain registrations and SSL certificates once issued
• Custom development work already completed
• Consultancy time already delivered

6.3 Refund Process

1. Request: Submit a refund request in writing to accounts@zafrax.co.uk
2. Review: We will review your request within 5 business days
3. Decision: We will notify you of our decision in writing
4. Processing: Approved refunds are processed within 14 business days

6.4 Refund Method

Refunds will be made using the original payment method:

• Card Payments: Refunded to the original card (3-10 business days)
• BACS/Bank Transfer: Refunded to the originating account (3-5 business days)
• Direct Debit: Refunded via BACS to your account

6.5 Partial Refunds

Where services have been partially delivered, we will calculate a pro-rata refund based on:

• The proportion of the service period remaining
• The value of work completed to date
• Any third-party costs already incurred

7. Service Changes

7.1 Upgrades

You may upgrade your service package at any time. The new pricing will apply from the next billing cycle, with pro-rata adjustments for the current month if applicable.

7.2 Downgrades

You may downgrade your service package with 30 days' notice. Downgrades take effect from the next billing cycle after the notice period.

7.3 User Changes

For per-user pricing:

• Additional users can be added at any time
• User reductions require 30 days' notice
• Changes are reflected in the next month's invoice

8. Payment Security

8.1 Secure Transactions

All card payments are processed through our PCI DSS Level 1 compliant payment processor. We do not store your full card details on our systems.

8.2 SSL Encryption

Our website uses SSL/TLS encryption (HTTPS) to protect data transmitted between your browser and our servers.

8.3 Fraud Prevention

We employ fraud detection measures to protect both you and our business. Suspicious transactions may be declined or require additional verification.

9. Disputes

9.1 Invoice Disputes

If you believe an invoice is incorrect, please notify us in writing within 14 days of receipt. We will investigate and respond within 10 business days. Undisputed portions of invoices remain payable.

9.2 Chargebacks

If you have a concern about a charge, please contact us first before initiating a chargeback with your bank. We are committed to resolving disputes fairly and promptly.

9.3 Complaint Escalation

If you are not satisfied with our response to a dispute:

1. Contact our Managing Director at director@zafrax.co.uk
2. We will provide a final response within 14 days
3. Unresolved disputes may be referred to mediation

10. Contact Us

For any questions about payments, refunds, or this policy: