Service Cancellation and Refund Policy

Last updated: 24 July 2026

This Service Cancellation and Refund Policy explains how cancellations, rescheduling, deposits, advance payments and refunds are handled by SETUPROS LTD, trading as SetuprosTech.

This policy applies to IT support, Microsoft cloud services, network services, migration assistance, remote support, technical consulting and other services supplied by SetuprosTech.

1. Company Information

Legal company name: SETUPROS LTD
Trading name: SetuprosTech
Company number: 17327322
Registered in: England and Wales
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Website: setuprostech.com
Email: info@setuprostech.com

In this policy:

• “SetuprosTech”, “we”, “us” and “our” mean SETUPROS LTD.
• “Customer”, “you” and “your” mean the person or organisation purchasing or requesting services.
• “Services” means the technology, support, cloud, network, migration and related services agreed with the customer.

2. Scope of This Policy

This policy applies to services including:

• Business IT support;
• Home IT support;
• Microsoft 365 setup and support;
• Microsoft cloud configuration;
• Email and domain setup;
• User and device configuration;
• Data and mailbox migration;
• Network and Wi-Fi services;
• Network-security assistance;
• Remote technical support;
• On-site IT support where agreed;
• Technical consultation;
• Ongoing support arrangements; and
• Other services identified in a quotation, invoice or scope of work.

Separate terms may apply to third-party licences, subscriptions, hardware, software, hosting, domains or cloud services.

3. How to Request a Cancellation

Cancellation requests must be submitted in writing to:

info@setuprostech.com

The request should include:

• Customer name;
• Company name, where applicable;
• Quotation or invoice number;
• Service ordered;
• Date of order;
• Reason for cancellation; and
• Any relevant supporting information.

A cancellation is not confirmed until SetuprosTech acknowledges it in writing.

4. Business Customers and Consumers

Different legal rights may apply depending on whether the customer is:

• A business purchasing services for commercial purposes; or
• An individual consumer purchasing services mainly for personal use.

Nothing in this policy removes any statutory consumer right that cannot legally be excluded.

For qualifying online, telephone or other distance service contracts, UK consumers will often have a 14-day cancellation period beginning on the day after the contract is entered into. Specific exceptions and conditions may apply.

5. Cancellation Before Work Begins

Where a customer cancels before SetuprosTech has started work and before any third-party costs have been committed:

• A full refund will normally be considered;
• Any unavoidable payment-processing charges may be deducted where lawful;
• Any clearly disclosed administrative or assessment work already completed may be deducted; and
• The refund will depend on the terms of the accepted quotation.

A deposit will not automatically be retained in full where no genuine loss or work has occurred.

Cancellation charges and retained deposits should reflect actual work, committed costs or losses reasonably caused by cancellation. Excessive charges or automatic loss of all upfront payments may be unfair and unenforceable in consumer contracts.

6. Cancellation After Work Has Started

If work has already started, the customer may be charged for:

• Time reasonably spent;
• Assessment or consultation already completed;
• Configuration work performed;
• Remote or on-site support delivered;
• Migration preparation completed;
• Documentation created;
• Third-party costs already incurred;
• Non-cancellable supplier commitments; and
• Other completed elements of the agreed service.

Any eligible refund will generally be calculated as:

Amount paid minus the reasonable value of work completed and unavoidable costs incurred.

We will provide a reasonable explanation of deductions where requested.

7. Consumer Requests to Start Work During the Cancellation Period

Where a consumer asks SetuprosTech to begin a service during an applicable 14-day cancellation period:

• We may request express confirmation that work should begin immediately;
• If the consumer later cancels during that period, they may be required to pay a proportionate amount for services already supplied;
• If the service has been fully completed after the consumer expressly requested early performance and acknowledged the relevant effect on cancellation rights, the right to cancel may no longer apply; and
• Any applicable statutory rights will still be respected.

UK distance-selling guidance requires businesses to explain where a consumer may need to pay reasonable costs for services supplied after requesting that work begin during the cancellation period.

8. Completed Services

Once a service has been fully completed as agreed, a change of mind will not normally qualify for a refund.

Examples include:

• Completed Microsoft 365 setup;
• Completed mailbox or data migration;
• Completed device configuration;
• Completed network assessment;
• Completed troubleshooting;
• Completed remote-support sessions;
• Completed domain or email configuration;
• Completed consultancy; and
• Delivered technical documentation.

This does not affect rights relating to services that were not performed with reasonable care and skill or did not match the agreed description.

9. Services That Cannot Be Completed

If SetuprosTech cannot complete a service because of a reason within our control, we may offer one or more of the following:

• Re-performance of the affected service;
• A revised service approach;
• A partial refund;
• A full refund for the unperformed portion; or
• Another reasonable remedy agreed with the customer.

For consumers, legal remedies may include repeat performance or an appropriate price reduction where services are not performed with reasonable care and skill. Contract wording cannot remove mandatory consumer remedies.

10. Customer-Caused Delays or Inability to Proceed

A refund may be reduced or refused where a service cannot proceed because the customer:

• Does not provide required access;
• Provides incorrect or incomplete information;
• Fails to respond within a reasonable period;
• Does not obtain necessary administrator approval;
• Does not maintain required backups;
• Uses unsupported or incompatible systems;
• Changes the environment during the work;
• Refuses reasonable troubleshooting steps;
• Prevents completion of an agreed migration or configuration; or
• Breaches the Terms of Service.

We will make reasonable efforts to contact the customer and explain what is required before treating the service as delayed, suspended or cancelled.

11. Third-Party Licences and Subscriptions

Third-party charges may include:

• Microsoft subscriptions;
• Software licences;
• Cloud subscriptions;
• Hosting;
• Domain registrations;
• Email services;
• Security products;
• Backup services;
• Remote-support tools; and
• Other vendor services.

Once a third-party product has been:

• Purchased;
• Activated;
• Assigned;
• Registered;
• Provisioned;
• Renewed; or
• Delivered,

it may be non-refundable under the provider’s terms.

SetuprosTech cannot guarantee cancellation or refund of a third-party charge after it has been committed.

Where a refund is available from the provider, we may assist with the request, but the final decision remains with that provider.

12. Digital Products and Software

Where digital content or software is supplied immediately, separate cancellation rules may apply.

A consumer may be asked to confirm that:

• Digital delivery should begin immediately; and
• They understand that their cancellation right may be lost once delivery begins, where permitted by law.

UK online-selling guidance requires appropriate consent and acknowledgement before digital content is supplied during the cancellation period.

13. Hardware and Physical Products

Where SetuprosTech supplies physical equipment, separate product-return terms may apply.

Return eligibility may depend on:

• Whether the item has been opened;
• Whether it has been configured;
• Whether it was specially ordered;
• Whether it was customised;
• Whether manufacturer seals have been broken;
• Whether activation has occurred;
• The condition of the item; and
• The supplier’s return policy.

Faulty goods will be handled according to applicable legal rights and any manufacturer warranty.

14. Deposits and Advance Payments

A deposit or advance payment may be required before work begins.

A deposit may be applied toward:

• Reserving technical resources;
• Initial assessment;
• Project preparation;
• Migration planning;
• Procurement;
• Third-party purchases; or
• Agreed project work.

If the customer cancels, SetuprosTech will not automatically retain an amount that is disproportionate to the work performed or loss incurred.

A non-refundable deposit will only be treated as non-refundable where:

• It was clearly disclosed before payment;
• It reflects committed work or genuine loss;
• The amount is reasonable; and
• Retaining it is lawful.

UK consumer guidance states that deposits and cancellation charges should reflect a genuine estimate of direct loss and should not operate as an excessive penalty.

15. Appointment Cancellation and Rescheduling

For scheduled remote or on-site appointments, customers should provide as much notice as possible.

More than 24 hours’ notice

The appointment may normally be:

• Rescheduled without a cancellation fee; or
• Cancelled subject to any work or third-party cost already incurred.

Less than 24 hours’ notice

A reasonable fee may apply where:

• Technical time was reserved;
• Travel was arranged;
• Resources were committed; or
• Another booking could not reasonably be accepted.

Missed appointments

Where the customer does not attend or provide access at the agreed time, SetuprosTech may charge for:

• Reserved support time;
• Reasonable waiting time;
• Travel;
• Parking; and
• Other direct costs.

Any such charge will be proportionate to the actual loss or work involved.

16. Ongoing and Recurring Services

Ongoing support, maintenance or managed-service arrangements may be subject to:

• A minimum term;
• A monthly or annual billing cycle;
• A notice period;
• Third-party subscription commitments; and
• Service-specific cancellation terms.

The relevant quotation or service agreement will explain:

• The minimum commitment;
• Renewal arrangements;
• Required notice;
• Charges payable on cancellation; and
• Any supplier costs that continue after termination.

Where consumer subscription rules apply, SetuprosTech will provide applicable cancellation information and will not impose disproportionate early termination charges.

17. Subscription Renewals

Customers are responsible for reviewing renewal dates for third-party subscriptions and licences unless SetuprosTech has expressly agreed to manage them.

Where SetuprosTech manages renewals:

• Renewal information may be provided before the renewal date;
• Provider prices may change;
• Renewal may require payment in advance;
• Cancellation must be received before the provider’s cut-off date; and
• Charges already processed by the provider may be non-refundable.

18. Refunds for Duplicate or Incorrect Payments

Where a customer has made:

• A duplicate payment;
• An overpayment; or
• A payment against the wrong invoice,

the customer should contact:

info@setuprostech.com

Once verified, the excess amount may be:

• Refunded;
• Applied as credit; or
• Reallocated to the correct invoice,

depending on the customer’s preference and any accounting requirements.

19. Refund Review Process

Refund requests are reviewed individually.

We may consider:

• The reason for the request;
• The date of cancellation;
• Whether work began;
• Work already completed;
• Technical time spent;
• Deliverables supplied;
• Third-party charges;
• Customer cooperation;
• Contract terms;
• Applicable consumer rights; and
• Whether SetuprosTech failed to provide the agreed service.

We may request supporting information before deciding the request.

20. Refund Method

Approved refunds will normally be made to the original payment method.

Where that is not possible, another method may be agreed after appropriate verification.

Customers may be asked to provide:

• Payment evidence;
• Invoice details;
• Bank information;
• Identity or authority confirmation; and
• Other information reasonably required to prevent fraud.

21. Refund Processing Time

Approved refunds will normally be initiated within 14 days after:

• The refund decision is confirmed;
• Necessary payment details have been verified; and
• Any required supplier credit has been received, where the refund depends on a third-party provider.

The time taken for the refund to appear may also depend on the bank, card issuer or payment provider.

Where statutory consumer cancellation rules apply, refunds will be processed within the period required by law. UK distance-selling rules generally require qualifying refunds to be issued within 14 days.

22. Non-Refundable Amounts

Subject to applicable law, the following may be non-refundable:

• Services already fully completed;
• Time already worked;
• Remote-support sessions already delivered;
• Completed assessments or consultations;
• Completed configuration or migration work;
• Custom documentation already prepared;
• Third-party licence fees;
• Activated subscriptions;
• Registered domains;
• Hosting or cloud charges;
• Special-order equipment;
• Supplier cancellation charges;
• Travel or on-site costs already incurred; and
• Other clearly disclosed committed costs.

A “no refunds in any circumstances” rule is not applied. Refund decisions will consider the actual service delivered and costs incurred. Broad terms denying all refunds regardless of circumstances are likely to be unfair in consumer contracts.

23. Chargebacks and Payment Disputes

Customers should contact SetuprosTech before starting a payment chargeback so that we have an opportunity to investigate and resolve the issue.

An unsupported chargeback does not automatically cancel:

• An invoice;
• A contract;
• Third-party costs; or
• Charges for completed services.

We may provide the payment provider with relevant evidence, including:

• Accepted quotations;
• Correspondence;
• Service records;
• Delivery evidence;
• Login or support records; and
• Invoices.

Nothing in this section prevents a customer from using a lawful chargeback or dispute right.

24. Complaints and Disputes

A complaint or refund dispute should be sent to:

info@setuprostech.com

Please include:

• Customer name;
• Company name, where applicable;
• Invoice or quotation number;
• Description of the issue;
• Relevant dates;
• Amount requested; and
• Preferred resolution.

We will review the matter and respond within a reasonable timeframe.

25. Services Cancelled by SetuprosTech

SetuprosTech may cancel or refuse a service where:

• The request is unlawful;
• The customer lacks authority;
• Payment has not been made;
• Required access is unavailable;
• The environment is unsafe;
• The customer is abusive or threatening;
• Continuing could damage systems or data;
• The work is outside our technical capability;
• A supplier cannot provide the required service; or
• Circumstances outside our reasonable control prevent delivery.

Where SetuprosTech cancels before work begins, amounts paid for undelivered SetuprosTech services will normally be refunded.

Where work has already been completed, an appropriate deduction may be made.

26. Events Outside Our Control

If a service is delayed or prevented by circumstances outside our reasonable control, we will try to:

• Inform the customer;
• Reschedule the service;
• Offer a reasonable alternative; or
• Refund the unprovided portion where appropriate.

Terms that deny consumers a refund where a contract cannot be performed, without considering savings or unperformed work, may be unfair.

27. Consumer Rights

Nothing in this policy limits mandatory consumer rights.

Consumers may have rights relating to:

• A 14-day cancellation period for qualifying distance service contracts;
• Services performed with reasonable care and skill;
• Repeat performance;
• Price reduction;
• Fair contract terms;
• Refunds for undelivered services; and
• Clear information before purchase.

Specific rights depend on the circumstances and applicable law.

28. Business Customers

For business customers:

• Cancellation rights will mainly be governed by the accepted quotation, service agreement and this policy;
• Consumer cooling-off rights will not normally apply;
• Charges for committed resources and work performed remain payable;
• Third-party costs remain payable where already committed; and
• Any negotiated termination provision will take priority.

29. Policy Changes

We may update this policy to reflect:

• Changes in our services;
• New supplier requirements;
• Changes in payment processes;
• Changes in applicable law; or
• Changes in our business operations.

The updated version will be published with a revised “Last updated” date.

Changes will not retrospectively remove rights already acquired under an existing agreement.

30. Contact Us

Cancellation, refund or payment questions should be sent to:

SETUPROS LTD, trading as SetuprosTech
Email: info@setuprostech.com
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Company number: 17327322
Registered in: England and Wales