Last updated: 28 October 2026 · Version: 1.5
This policy explains our approach to refunds. It forms part of our Terms of Service, and you confirm that you have read it at checkout, before you pay. Cancelling an order before delivery is covered in our Cancellation Policy. Nothing in this policy affects your statutory rights as a consumer.
1. What you are buying
Each Review is a service: a marketing specialist reviews your content and we deliver the result as a PDF report (“Report”). Every Report is prepared carefully and goes through our review and approval process before it is sent. Your Review is complete when we deliver your Report: we email the download link to the address on your account and the Report is available in My account › Reports.
2. We do not offer refunds
Our Reviews are personal work prepared for you, so we do not offer refunds. In particular, the following are not grounds for a refund:
- you no longer need the Report, or changed your mind after work started;
- you disagree with our professional opinion or recommendations;
- you have not downloaded or read the Report;
- your results (reach, followers, engagement or sales) did not change as you hoped (see section 13 of our Terms of Service);
- you sent us the wrong links, or your account was private and you did not send the content we asked for;
- your content changed, or was deleted or restricted by the platform, after you ordered.
3. If we make a mistake, we fix it
If we review the wrong content, or the Report leaves out something the product page says it includes, tell us within 14 days of delivery and we will correct the Report free of charge. This does not affect your statutory rights: if we cannot put it right, the law may entitle you to a price reduction.
How to ask for a correction:
- Email info@markupworks.com from the address on your account within 14 days of delivery.
- Include your order number and tell us what is wrong (for example, which post was reviewed by mistake or which item from the product page is missing).
- We reply within 3 working days and tell you whether the correction applies.
- If it does, we send the corrected Report to your email and to My account › Reports, usually within the delivery time of your Review.
4. When money is returned
| Situation | What happens |
|---|---|
| You cancel before work starts | Full refund (see our Cancellation Policy) |
| We cancel your order (for example, we can’t access the content and you don’t send it within 7 days) | Full refund |
| You were charged more than once, or the wrong amount | We return the extra amount |
| You cancel a Consultation at least 24 hours before the agreed time | Full refund, or a new time if you prefer |
| We need to move a Consultation and you don’t want the new time | Full refund |
5. How payments are returned
Where money is returned, it goes back to the card you used or, if you paid with Pay by bank, to the bank account you paid from, in the currency you paid in, within 14 days. We do not refund to a different card or account. Your bank may take a few more days to show it. We don’t control currency conversion or fees applied by your bank.
6. Questions about your Report
You can ask questions about your Report by replying to your delivery email within 14 days of delivery.
7. Payment disputes and chargebacks
Please contact us first if something is wrong with your order. If a payment for a delivered Report is disputed with your bank or card issuer, we will contest the dispute and give them evidence of the order, your acceptance of our Terms of Service and this policy, and the delivery of your Report, including our records of when the Report was sent and downloaded. While a dispute is open, we pause any correction request for that order. Raising a dispute does not affect your statutory rights. See section 12 of our Terms of Service.
8. Fraud and abuse
We may decline a correction request, and close the account, where we reasonably believe the request is fraudulent or abusive, for example where the order was paid with a card or bank account used without its owner’s permission, or where the same request is repeated across orders to obtain work without paying for it. Your statutory rights are not affected.