Refund & Cancellation Policy
How business customers can cancel Urban Ace digital services and request an applicable refund or credit.
How to request
Email info@urbanace.co.uk with your name, business name, statement-of-work or invoice reference, requested cancellation date and reason. We aim to acknowledge requests within two working days and may ask for information needed to verify the engagement.
Project services
For a project, cancellation, payment for work already supplied and any refund or credit are governed by the applicable statement of work or order. If work has started, Urban Ace may charge for work supplied up to termination and for third-party costs that were disclosed or reasonably incurred. Completed work is not automatically refundable.
Recurring care and optimisation
Recurring care or optimisation may be cancelled under the notice and minimum-term provisions agreed when the service starts. Our standard working model is a three-month minimum care period after implementation unless the applicable scope says otherwise. Cancellation stops future renewals after the applicable notice period; amounts already charged for a period that has started or services already supplied are not automatically refundable.
Implementation changes and service suspension
If you request a material change, pause or termination, we will confirm the effect on scope, timing, access, fees, usage charges and handover. We may suspend a service for non-payment, security concerns, unlawful use or a material third-party platform issue. Suspension does not automatically cancel amounts already due.
Approved refunds or credits
Where a refund or account credit is agreed in writing, we will confirm the amount and method. Refunds are normally sent to the original payment method within five working days after approval, although payment providers and banks may take longer to display them. Nothing in this policy limits a liability or remedy that cannot legally be excluded.
Questions about this policy: info@urbanace.co.uk · 86–90 Paul Street · London, EC2A 4NE · United Kingdom