Refund & Cancellation Policy

Last updated: 11 November 2026

This policy explains how cancellations and refunds work for services provided by Meta Experts ("we", "us", "our"), including website design and development, Search Engine Optimisation (SEO), Social Media Marketing (SMM), branding, logo design, graphic design, animation and our other creative services. By paying for our services you agree to this policy, together with our Terms & Conditions and the proposal or invoice we send you.

1. How our services are agreed

Every project starts with a consultation. We then confirm the package or a written proposal setting out the scope, deliverables, timeline, price and number of revisions. Work begins only after you approve it and make any required upfront payment.

2. Our 100% Money Back Guarantee

Where a package on our website shows a "Money Back Guarantee", you can request a full refund if:

  • we have not delivered your initial design concepts within the turnaround time stated for your package, or
  • you are not satisfied with the initial design concepts, and you request the refund before approving any concept and before revisions on a chosen concept have started.

The guarantee does not apply:

  • once you have approved a concept, design, milestone or the final work;
  • once final files, source files or a live website have been delivered to you;
  • if the request is made more than 14 days after the initial concepts are delivered;
  • if the project is cancelled for reasons unrelated to our work (for example a change in your business plans), or because you have not provided the content or feedback we need;
  • to monthly SEO or Social Media Marketing services, which are covered by section 4 below;
  • to third-party costs (see section 5).

3. Website, design and other one-off projects

  • Cancellation before work starts: if you cancel before we have started any work, you will receive a full refund of any amount paid.
  • Cancellation after work has started: if the Money Back Guarantee does not apply, we will charge for the work completed up to the date of cancellation, based on the milestones in your package or proposal. Any amount paid above the value of completed work will be refunded.
  • Completed and approved work: once a design, milestone or the final website has been delivered and approved by you, payments for that stage are non-refundable.
  • Revisions: if you are not happy with a deliverable, please tell us so we can use the revisions included in your package to put it right.

4. SEO and Social Media Marketing (monthly services)

  • Monthly SEO and SMM plans are billed in advance at the start of each billing month.
  • You can cancel at any time by giving 30 days' written notice by email. Your service continues until the end of the notice period, and no further payments are taken after that.
  • Payments for a month that has already started are non-refundable, because the work for that month (research, optimisation, content, reporting and campaign management) is carried out during it.
  • SEO results such as rankings and traffic depend on factors outside our control, such as search engine algorithm changes. We do not guarantee specific rankings, and refunds are not given on the basis of ranking results alone.

5. Third-party costs

Costs we pay to third parties on your behalf, such as domain names, hosting, paid plugins or themes, stock images, fonts and advertising spend, are non-refundable once purchased.

6. Consumers in the UK (14-day cancellation right)

If you are buying as an individual consumer rather than a business, you have the right to cancel within 14 days of agreeing to our services under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to start work within those 14 days, you will pay a proportionate amount for any work carried out before you cancel. If a service has been fully completed within the 14 days at your request, the right to cancel no longer applies. Nothing in this policy affects your statutory rights.

7. Cancellation by Meta Experts

If we are unable to complete your project or service for any reason within our control, we will refund any amount paid for work that has not been delivered.

8. How to request a cancellation or refund

Email info@metaexperts.co.uk with your name, company name, invoice number and the reason for your request. We will acknowledge your request within 2 business days.

Approved refunds are paid back to the original payment method (for example the card you used) within 5–10 business days. The time it takes to appear on your statement depends on your bank or card provider.

9. Payment disputes

If you have a problem with a payment, please contact us first so we can resolve it quickly. We aim to handle every request fairly and promptly.

10. Contact us

Meta Experts
82 Great Eastern St, London EC2A 3JF, United Kingdom
Email: info@metaexperts.co.uk
Phone: +44 20 3514 3270

We may update this policy from time to time. The latest version will always be available on this page.