Refund policy

Last updated: 28 May 2026 · Draft pending final legal review.

This policy explains when and how ITAnalytics Ltd issues refunds for services delivered or invoiced to clients. It applies to all payments — whether paid by bank transfer or through the online payment page operated by our payment processor, Mollie B.V. (Netherlands).

1. When refunds are issued

• Where you have been invoiced or charged in error, the affected amount is refunded in full.
• Where work agreed under a fixed-scope statement of work has not been delivered and the contract is terminated by mutual agreement, fees paid in advance for the undelivered work are refunded on a pro-rata basis.
• Where you cancel a discovery sprint or fixed-price engagement before any work has commenced, fees paid up to the cancellation notice are refunded in full.

2. When refunds are not issued

• Work that has been delivered and accepted under the agreed acceptance criteria.
• Time-and-materials work that has been performed in accordance with the engagement letter.
• Third-party costs (cloud subscriptions, licensing, travel properly incurred) that have already been spent on your behalf and are non-refundable to us.

3. How to request a refund

Send an email to info@itanalytics.uk with the invoice or payment reference, the amount, and a brief description of the reason. We aim to acknowledge requests within one business day.

4. How refunds are paid

Refunds are made to the original payment method:

• Card and online payments: refunded via Mollie to the original card or account. Refunds typically appear within 5–10 business days depending on the issuing bank.
• Bank transfer: refunded by BACS or Faster Payment to the originating account.

Refunds are issued in the original payment currency. Payment processing fees originally added at checkout are not retained by us and are not refundable by our payment processor on a refund. The principal amount is always refunded in full where this policy applies.

5. Your statutory rights

This policy does not affect your statutory rights under UK consumer protection law where applicable. If you are unhappy with the outcome of a refund decision, you can escalate through the complaint process described in your engagement documentation, or seek advice from Citizens Advice or your trade body.

6. Contact

For refund queries or to escalate a complaint, write to ITAnalytics Ltd, 1/2 2 Glen Lane, Paisley PA3 2HU, United Kingdom, or email info@itanalytics.uk.