Refund &
Cancellation
Policy

Who & What This Covers

This policy covers all services purchased through www.gwcontent.com and its Shopify checkout — whether that's a one-off productised deliverable or a rolling monthly retainer. It applies to everything I offer under the GWContent name, including Technical SEO Audits, Content Strategy, internal linking audits, AI Visibility Audits, content programmes, and all retainer packages.

It doesn't apply to bespoke project scopes agreed separately via a signed statement of work. Those are governed by their own contract terms.

Cooling-Off & Commencement

Every one-off purchase comes with a 48-hour cooling-off window from the time your payment is confirmed. If you request a cancellation within this window and I haven't started work yet, I'll refund you in full within 5–10 business days.

Once I've started — meaning any research, audit activity, content production, or deliverable preparation has begun — refunds aren't available. I typically begin within 3–5 business days of purchase unless we've agreed otherwise. You'll receive an onboarding email confirming the start date.

Cancellation & Notice

My retainers run on a rolling monthly basis and are billed at the start of each service month. To cancel, I need 30 days' written notice before your next billing date. Send notice to graeme@gwcontent.com.

Once a monthly payment has been processed, I don't refund it. I'll complete that month's work as normal, and your cancellation takes effect at the end of the paid period following the notice window.

When Refunds Don't Apply

The following situations are non-refundable regardless of when they arise:

My Obligations to You

If I fail to deliver the agreed scope — or what I produce materially falls short of the service description — you're entitled to a remedy. Depending on the situation, that will be one of the following:

Remedy requests need to be raised within 14 days of the delivery date — or 14 days of the agreed delivery date if delivery didn't happen. Requests made after this window may not be considered.

Raising a Refund or Cancellation

All requests need to come in writing. Please contact me directly before raising anything with Shopify or your payment provider — in most cases I can resolve things quickly without a formal dispute.

Resolving Disagreements

If you're not happy with how I've handled your request, please escalate it in writing and I'll review it again. I take every dispute seriously and I want to reach a fair resolution.

If you initiate a chargeback with your bank or payment provider before attempting to resolve things directly with me, I reserve the right to contest it with full documentation of the agreed scope and work delivered.

This policy is governed by the laws of England and Wales. Disputes that can't be resolved informally may be referred to the appropriate small claims or alternative dispute resolution process.

Consumer Rights

If you're a consumer based in the United Kingdom or European Union, nothing in this policy overrides your statutory rights under the Consumer Rights Act 2015 (UK) or applicable EU consumer protection legislation.

Under the Consumer Contracts Regulations 2013, consumers have a 14-day right to cancel digital service contracts. However, this right is waived when you expressly request that work begins within the cancellation period — which is the default for all GWContent productised services. By completing a purchase, you acknowledge and agree to this waiver.