Refund Policy
This policy explains how to cancel, when money comes back, and what to do if a charge looks wrong. It is deliberately plain: a policy you have to interpret is not a policy. It sits alongside the Terms of Service and does not reduce any right the law gives you.
01Cancelling a subscription
Open your account, go to Billing, and choose Cancel. It is the same number of steps as subscribing, through the same channel, and it needs no email, no telephone call and no reason.
- Cancelling stops the next renewal. It does not close the account or delete your pages.
- You keep the plan, and everything on it, until the end of the period you have already paid for.
- We do not charge a fee for cancelling and we do not ask you to give notice.
- We do not refund part of a period you have started, except where the statutory right below applies or where the fault is ours.
If Billing is unreachable for any reason, write to support@ihslothianprojects.com and we will cancel it for you on the day we receive the message.
02The statutory right to cancel
If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you subscribe to cancel a distance contract and get your money back.
A subscription here starts immediately, because that is what you are buying — access now. When you subscribe you are asked to agree that the service begins at once, and you are told that once it has been fully performed within the 14 days the right to cancel is lost. Where you cancel inside the 14 days after use has begun but before the period is over, we refund the price less a proportionate amount for what you have used.
To use this right, write to support@ihslothianprojects.com within 14 days of subscribing and say that you are cancelling. A form of words is set out below; you do not have to use it. We refund by the original payment method within 14 days of receiving the message.
Model cancellation form
To IHS LOTHIAN LIMITED, 13 Queen's Road, Aberdeen, United Kingdom, AB15 4YL, support@ihslothianprojects.com:
I hereby give notice that I cancel my contract for the supply of the following service: [plan name]. Ordered on: [date]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].
03Credits
- Credits come with a plan. They are not sold separately, there are no credit packs, and there is no stored balance to refund.
- Credits expire at the end of the period. Unused credits are not refunded and are not carried forward.
- Credits are a service allowance: not money, not stored value, not redeemable for cash, not transferable.
- Credits consumed by a fault on our side are restored on request. Tell us which page and roughly when, and we will find it.
04When the output is not good enough
A structural breakdown may be wrong, and a layout base may be unusable. If that happens, tell us. Our first answer is to run it again, and our second is to restore the credits it consumed — that is almost always faster than a refund and it leaves you with the page.
We do not offer unconditional refunds for a result you did not like, because the words and figures on the page are yours and the judgement about them is yours. Where the service failed to do the mechanical thing it promised, that is a fault and we treat it as one.
05When we refund without being asked
- A duplicate charge.
- A charge taken after you cancelled.
- A charge at the wrong amount.
- A period we could not deliver because of an extended outage on our side.
We look for these, but we do not always find them first. If you see one, tell us and it will be back with you inside five working days.
06How to ask for a refund
Email support@ihslothianprojects.com with the account email address, the date and amount of the charge, and a sentence about what went wrong. If it helps, attach the invoice.
- We acknowledge within one working day.
- We answer with a decision within five working days.
- An approved refund is returned by the original payment method, in USD, usually within five working days of the decision and always within 14 days.
- If we say no, we say why, in writing, and we tell you what else you can do.
Refunds go back the way the money came. We cannot send a refund to a different card, a different account or a different person.
07Before you raise a dispute with your bank
Please contact us first. A dispute raised with a bank takes weeks and gives neither of us a way to talk; a message to support usually settles it the same day.
Where a dispute is raised without any prior contact we may suspend the account while the payment provider investigates, and we will supply the account record, the billing history and the timestamps to them. Once the dispute is resolved, the account resumes.
08Consumer help
If you live in Scotland, free advice is available from consumeradvice.scot, funded by the Scottish Government. This service is available to Scottish residents only. Consumer Scotland is the statutory consumer body, and Trading Standards Scotland handles enforcement.
If you live outside Scotland, you can contact the consumer advice body in your own country. Wherever you live, the mandatory consumer-protection rules of your country of residence continue to apply to you.
Under the Prescription and Limitation (Scotland) Act 1973, a claim in the Scottish courts must generally be raised within five years. In England and Wales the equivalent period is six years.
If you are resident in Scotland and your claim is for £5,000 or less, you may be able to use Simple Procedure in the Sheriff Court. This is designed to be used without a solicitor.
09Contact
IHS LOTHIAN LIMITED, 13 Queen's Road, Aberdeen, United Kingdom, AB15 4YL. Email support@ihslothianprojects.com. Telephone +44 7861674405. Monday to Friday, 09:00–17:00 UTC. We reply to every message within one working day.