Order Summary, Cancellation & Refund Policy

Please read this summary carefully before placing your order. It forms part of your contract with Henderson Web and should be read together with our Terms & Conditions.

Who you are contracting with

Supplier: Henderson Web Co Ltd, registered in England and Wales, trading as Henderson Web
Registered office: 28 Henley Drive, Timperley, Altrincham, WA15 6RY
Email: hello@hendersonweb.co.uk
Telephone: +44 7943 393502
Company number: 17307808

What your Order Summary sets out

Before you place an order, we give you an Order Summary that confirms the specifics of your package, including:
• your plan (Starter, Pro, Performance or Bespoke);
• the charge, and whether VAT is included or not charged;
• how you pay for the first 12 months, either monthly in advance, or a single upfront payment for the year at a discount;
• the ongoing monthly maintenance charge that applies after the first 12 months;
• the Initial Term (12 months unless stated otherwise);
• the total payable during the Initial Term;
• any one-off charges;
• recurring third-party charges not included (for example domain renewal, premium plugins, business email, SMS credits or ad spend);
• exactly what is included (pages, features, hosting, domain position, support allowance, SEO setup, quote tool, editor, training and launch support); and
• what is not included unless separately agreed.

What is not included unless separately agreed

• ecommerce or booking systems unless stated in your Order Summary;
• premium themes, premium plugins, stock media, paid fonts or API costs unless stated;
• ad spend, advanced SEO campaigns, copywriting, photography or videography unless stated;
• out-of-hours emergency support unless stated; and
• any feature or service not expressly listed as included.

When billing starts

Billing starts on the earliest of:
• the date the website is launched live with your approval; or
• if the website is ready to launch and launch is delayed because you have not supplied required content, approvals, sign-offs or access, the date we notify you in writing that the site is ready to launch.

Approval and review

You will have 5 Business Days after our review notice to approve the site or send a written list of material points that do not match the agreed scope. If you do not respond, the site may be treated as accepted only if our review email expressly says that silence will result in deemed acceptance.

Minimum term and early exit (business clients)

If you are buying for business purposes, the package has an Initial Term of 12 months unless your Order Summary states otherwise.

Where the package is priced on the basis that the setup/build cost is waived or discounted in return for that Initial Term, your Order Summary will state the Standard Set-Up Fee, the Discounted Set-Up Fee actually charged (if any), and the maximum Build Recovery Amount payable if you terminate for convenience during the Initial Term.

If you terminate for convenience during the Initial Term, you must pay:
• all unpaid Charges accrued up to termination;
• any non-cancellable third-party costs already committed for your project; and
• the Build Recovery Amount stated in your Order Summary, reduced by any amounts already recovered through paid recurring Charges where your Order Summary says so.

This is intended to reflect the unpaid portion of the discounted or waived setup/build value and is not intended to operate as a penalty.

If you chose to pay for the first 12 months upfront, the build cost is treated as paid in full and no Build Recovery Amount applies if you end the contract early for convenience. Your statutory cancellation rights as a consumer are unaffected, and any refund is worked out in line with the Refund policy below.

Cancellation rights for consumers

If you are a consumer, and the contract is made online or otherwise at a distance, you usually have a 14-day right to cancel beginning the day after the contract is made.

If you want us to begin work during that 14-day period, you must expressly ask us to do so.

If you cancel after asking us to start work during the 14-day period, you must pay a proportionate amount for the Services provided up to cancellation.

If the Services are fully performed during the 14-day period with your prior express request and acknowledgement, you will lose the right to cancel once full performance is complete.

Refund policy

Free mock-up stage

No fee is payable for the free mock-up. No refund issue arises unless a payment was taken in error, in which case it will be refunded promptly.

Before paid work begins

If a paid order is cancelled before paid work begins and before any non-cancellable third-party cost is incurred, any payment actually received by us for that order will be refunded in full, less any payment-processor fee we are not able to recover.

Business clients during the project or Initial Term

Refunds are not available merely because you change your mind after paid work has started. If you terminate for convenience, the early-exit charges above apply.

Consumer clients in the cancellation period

If you validly cancel within the statutory period, we will refund you in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, less any lawful proportionate charge for Services already supplied at your request.

Supplier breach

If we materially breach the contract and fail to remedy the breach after being given the contractual cure period, you may terminate and we will refund any pre-paid Charges for Services not yet supplied, subject to any lawful set-off for completed work and non-refundable third-party commitments already incurred for your benefit.

Third-party charges

Amounts already paid or irrevocably committed to registrars, software vendors, stock providers, messaging platforms or similar third parties are non-refundable unless we recover them from the third party.

Auto-renewal after the Initial Term

After the Initial Term, the contract continues on a rolling monthly basis at the ongoing monthly maintenance charge shown in your Order Summary, whether you paid monthly or upfront for the first 12 months, until ended on 30 days' written notice.

How to cancel

To cancel, email hello@hendersonweb.co.uk from an authorised contact and include:
• your business or personal name;
• the website or project name;
• the cancellation date requested; and
• a contact number or email for confirmation.

We will acknowledge receipt and tell you what fees, if any, remain payable.

Consumer model cancellation form

If you are a consumer, you may use this form, although you do not have to:

To: Henderson Web Co Ltd, hello@hendersonweb.co.uk, 28 Henley Drive, Timperley, Altrincham, WA15 6RY
I/We hereby give notice that I/we cancel my/our contract for the supply of the following service:
[describe the service]
Ordered on: [date]
Name of consumer: [name]
Address of consumer: [address]
Signature (only if sent on paper):
Date: [date]