Our commitment to fair and transparent cancellation terms.
At Struxel Construction Ltd, we are committed to delivering high-quality professional consultancy services. We understand that circumstances can change, and this Refund Policy sets out our approach to cancellations and refunds in a manner that is fair to both our clients and our team.
Our services are professional digital consultancy products that involve the immediate engagement of qualified expert time upon receipt of an order. Because of this, our refund policy reflects the nature of services — not physical goods — where significant work may begin immediately following purchase.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing digital services online generally have a 14-day right to cancel ("cooling-off period"). However, by proceeding to purchase, you explicitly consent to us beginning work before the cooling-off period expires, which means that once work has commenced, your right to a full refund under this right may be limited or waived.
If you wish to cancel before we have made any initial contact or commenced any work on your order, you must notify us immediately — ideally within 24 hours of purchase — by emailing info@struxelconstructionltd.co.uk with your order reference. We will assess the status of your order and, if no work has begun, issue a full refund within 5–10 business days.
Once our team has made initial contact with you and begun work on your service, we are generally unable to offer a refund. This reflects the real cost of expert professional time that has been deployed on your behalf.
In exceptional circumstances (for example, where we are unable to deliver the service at all due to factors on our side), we will consider refunds on a case-by-case basis. Please contact us directly to discuss.
We stand behind the quality of our work. If you believe that a delivered report or document falls materially short of what was described and agreed:
If, following a revision, you remain unsatisfied and we are unable to resolve the issue, we may consider a partial or full refund at our sole discretion based on the merits of the case.
All approved refunds are returned to the original payment method used at the time of purchase via Stripe. Please allow 5–10 business days for the refund to appear on your statement, depending on your card issuer. We do not charge any fee for processing refunds.
To request a refund or raise a concern, please contact us by:
Please include your name, order reference number (from your Stripe receipt), and a description of your concern. We aim to respond to all refund requests within 2 business days.
If you have any questions about this Refund Policy or our services, please do not hesitate to reach out. We are here to help and always aim to resolve any concerns promptly and fairly.