URL: https://bhavpro.com/refund-cancellation-policy/
Policy owner: Sentiora Consulting Ltd trading as BhavPro
Version: 1.0
Effective date: 1 September 2026
Last reviewed: 1 September 2026

Important: This Policy forms part of the BhavPro Terms and Conditions where it is incorporated into an order or checkout. It is intended to explain clearly when an order, service, subscription or payment can be cancelled and how refunds are calculated. Nothing in this Policy removes a statutory right that cannot lawfully be excluded.

1. About This Policy

This Refund & Cancellation Policy (“Policy”) applies to products and services supplied by:

Sentiora Consulting Ltd trading as BhavPro
Company number: 16596409
Registered in: England and Wales
Registered office: 45 Marston Road, Leicester, United Kingdom, LE4 9FE
Website: https://bhavpro.com/
Email: hello@bhavpro.com

(“BhavPro”, “we”, “us” or “our”).

This Policy explains:

• when an order may be cancelled;

• when a refund may be available;

• how completed work is treated;

• how deposits and advance payments are treated;

• how subscriptions and recurring services are cancelled;

• how bespoke/custom work is treated;

• how Third-Party Costs and Media Spend are treated;

• how Consumer cancellation rights operate;

• how Digital Content is treated;

• how refunds are processed through Stripe or another payment provider;

• what happens if a refund is pending or fails;

• and how refunds interact with payment disputes and chargebacks.

This Policy should be read with:

• the BhavPro Terms and Conditions;

• the applicable quotation, proposal, order or statement of work;

• the applicable subscription description;

• the Privacy Policy;

• and any special cancellation term clearly stated before purchase.

2. Scope

This Policy may apply to:

• consulting;

• strategy;

• audits;

• CRM services;

• automation;

• AI services;

• software or plugin development;

• website development;

• SEO;

• PPC and paid advertising management;

• Google Ads;

• Meta/Facebook/Instagram Ads;

• Microsoft/Bing Ads;

• LinkedIn Ads;

• email marketing;

• B2B campaigns;

• content;

• creative services;

• IT services;

• VoIP and communications;

• recruitment;

• subscriptions;

• retainers;

• digital products;

• downloads;

• portal access;

• support and maintenance;

• and other BhavPro services or products.

The specific Order Documents may contain service-specific cancellation terms. Where those terms lawfully differ from this general Policy, the specific Order Documents take precedence for that order.

3. Business Customers and Consumers

Different legal rules may apply depending on whether you are a Business Customer or a Consumer.

3.1 Business Customer

A Business Customer is a person or organisation purchasing wholly or mainly for purposes relating to a trade, business, craft or profession.

Business Customers do not generally receive the statutory 14-day cooling-off right that applies to many Consumer distance contracts.

Business cancellation rights therefore depend primarily on:

• the applicable Contract;

• the order;

• the service term;

• committed work;

• this Policy;

• and applicable law.

3.2 Consumer

A Consumer is an individual purchasing wholly or mainly outside their trade, business, craft or profession.

Consumers may have additional statutory cancellation and remedy rights that cannot be removed by contract.

Where this Policy conflicts with a mandatory Consumer right, the mandatory right prevails.

4. Our Core Refund Principles

BhavPro applies the following principles:

1. We do not use a blanket “no refunds under any circumstances” rule.

2. We do not refund merely because expected business outcomes were not achieved where no result was guaranteed.

3. Work actually performed remains chargeable unless law or the Contract requires otherwise.

4. Irreversibly committed third-party expenditure is normally not refundable by BhavPro.

5. Unused amounts may be refundable where the Contract, applicable law or an agreed cancellation calculation requires it.

6. Duplicate or incorrect charges are corrected.

7. A valid statutory Consumer remedy is honoured.

8. A refund is not treated as fully completed merely because an internal button was pressed; the payment provider’s status is authoritative.

9. We do not intentionally reimburse the same amount twice through both a refund and a chargeback.

10. Refund decisions and calculations should be documented and auditable.

5. Before You Purchase

Before placing an order, review:

• the service or product description;

• scope;

• price;

• taxes;

• billing frequency;

• subscription term;

• minimum commitment;

• renewal;

• Third-Party Costs;

• Media Spend;

• cancellation conditions;

• refund conditions;

• service commencement;

• and any special terms.

If any material point is unclear, contact BhavPro before paying.

6. Cancellation Before BhavPro Accepts an Order

If you request cancellation before BhavPro has accepted the order and before payment has been completed or irreversible costs have been incurred, we will normally cancel the order without charge.

If a payment authorisation has been created but has not completed, it may be possible to cancel or void it rather than issue a refund.

Bank or card statement presentation depends on the payment provider and issuer.

7. Cancellation After Order Acceptance but Before Work Starts

If you are a Business Customer and cancel after the Contract has been formed but before substantive work starts:

• any expressly agreed cancellation term applies;

• genuinely incurred setup/administrative work may remain chargeable where contractually agreed;

• Third-Party Costs already committed remain payable;

• reserved specialist capacity may be chargeable where this was clearly agreed and represents a genuine loss;

• and any remaining unearned balance may be refundable where the Contract requires.

BhavPro does not impose an arbitrary penalty disguised as a cancellation fee.

Any amount retained must be justified by the Contract, work, loss, commitment or applicable law.

Consumer rights are addressed separately below.

8. Cancellation After Work Has Started

Where work has begun, cancellation does not automatically unwind work already performed.

Depending on the service, the Customer may remain responsible for:

• completed work;

• work in progress;

• approved milestones;

• research;

• planning;

• design;

• development;

• configuration;

• campaign setup;

• content creation;

• technical implementation;

• project management;

• reserved resources where contractually justified;

• Third-Party Costs;

• Media Spend;

• and other amounts properly earned or committed.

Any refundable balance is determined after those amounts are reconciled.

9. Completed Services

A service that has been fully and properly performed is not refundable merely because:

• the Customer changed their mind;

• the Customer no longer wants to use the output;

• internal priorities changed;

• a staff member who requested the work left;

• the Customer expected a different commercial result that was not guaranteed;

• or the Customer did not implement the completed recommendation.

If the completed service does not conform to the Contract, statutory or contractual remedies may apply.

10. Deposits

A deposit may be used to:

• reserve delivery capacity;

• authorise project commencement;

• fund initial work;

• secure specialist availability;

• or contribute toward third-party commitments.

A deposit is not automatically non-refundable merely because it is called a “deposit”.

On cancellation, BhavPro may apply the deposit against:

• work already completed;

• approved work in progress;

• genuine reserved-capacity loss where lawfully agreed;

• committed Third-Party Costs;

• and other amounts properly due.

Any remaining balance will be handled according to the Contract and applicable law.

11. Advance Payments

An advance payment is generally credited against future Fees.

If the Contract ends before the full advance payment has been earned:

• earned Fees are deducted;

• committed external costs are deducted where applicable;

• other lawful contractual amounts are deducted;

• and the remaining balance is refunded where due.

No provision allows BhavPro to retain unearned funds where applicable law requires them to be returned.

12. Fixed-Price Projects

For a fixed-price project, the full project price may reflect:

• discovery;

• design;

• implementation;

• project management;

• testing;

• documentation;

• deployment;

• and capacity allocation.

If a Business Customer cancels a fixed-price project part-way through, BhavPro may calculate the amount earned by reference to:

• milestones completed;

• work performed;

• percentage of scope delivered;

• time and resources used;

• work in progress;

• contractual cancellation provisions;

• and committed Third-Party Costs.

The calculation should be reasonable and supportable.

A Customer is not entitled to assume that a fixed-price project can be cancelled at any point with a refund calculated only from visible final Deliverables.

13. Time-Based Services

For hourly or daily work:

• time properly worked before cancellation is chargeable;

• approved booked time may be subject to any clearly agreed cancellation requirement;

• and Third-Party Costs remain payable where applicable.

Unused prepaid time may be refundable or carried forward according to the applicable Order Documents.

14. Retainers

A retainer may reserve recurring access to:

• consultancy;

• strategy;

• support;

• optimisation;

• development;

• marketing;

• reporting;

• or another recurring service.

The Order Documents should state:

• billing period;

• included scope;

• renewal;

• cancellation notice;

• rollover, if any;

• and minimum commitment.

Unless expressly stated otherwise, unused capacity in a completed retainer period does not automatically roll over or create a cash refund.

This is because the retainer may compensate BhavPro for making capacity available, not only for individual tasks submitted by the Customer.

Any statutory Consumer rights remain unaffected.

15. Monthly Recurring Services

For a monthly recurring service:

• the subscription or Order Documents state when billing occurs;

• cancellation takes effect according to the applicable notice/term;

• cancellation normally stops future renewals after the effective cancellation date;

• amounts already earned for the current period remain payable;

• and unused time is not automatically refunded unless the Contract, applicable law or a specific service promise provides otherwise.

If cancellation occurs because BhavPro materially failed to provide the contracted service, separate remedies may apply.

16. Annual Subscriptions

For an annual subscription:

• the price may reflect a 12-month commitment;

• cancellation does not automatically convert the purchase into monthly pricing;

• the renewal and cancellation rules stated before purchase apply;

• and statutory rights remain unaffected.

Where an annual subscription auto-renews, BhavPro will provide the pre-contract information and notices required by applicable law.

17. Minimum-Term Services

A service may include a minimum term.

Where a Business Customer cancels before the end of a valid minimum term, amounts may remain payable according to the agreed Contract.

BhavPro will not rely on an unfair or hidden minimum term against a Consumer.

A minimum term should be clearly disclosed before purchase.

18. Automatic Renewal

If a service renews automatically, the Customer should be told before purchase:

• that it renews;

• the billing frequency;

• the price or pricing method;

• minimum term where applicable;

• and how to cancel.

Cancellation of automatic renewal normally prevents the next renewal if submitted by the applicable deadline.

It does not necessarily generate a refund for an already commenced renewal period.

19. Price Changes on Renewal

If recurring pricing changes, the applicable Contract determines notice requirements.

Where required by law or the Contract, BhavPro will provide advance notice.

A price change does not retrospectively alter amounts already paid for an earlier completed period.

20. Bespoke and Custom Services

BhavPro provides many bespoke services, including:

• custom websites;

• plugins;

• integrations;

• CRM implementations;

• automations;

• AI workflows;

• campaign assets;

• strategy;

• migrations;

• custom reports;

• and technical configurations.

For Business Customers, custom work already performed remains chargeable on cancellation.

Costs may arise before a final deliverable exists, including:

• research;

• architecture;

• planning;

• coding;

• configuration;

• design;

• testing;

• meetings;

• project management;

• and procurement.

A custom-service label does not remove statutory Consumer cancellation rights where those rights apply.

21. Custom Goods Versus Custom Services

Some legal exceptions apply to goods made to a Consumer’s specification or clearly personalised.

Those rules should not be assumed to apply automatically to a bespoke professional service.

BhavPro therefore assesses Consumer cancellation rights according to the actual legal nature of the supply rather than merely calling it “custom”.

22. Digital Content

Digital Content may include:

• software;

• plugins;

• code;

• templates;

• reports;

• downloads;

• digital files;

• tools;

• or other electronically supplied content.

Where a Consumer is entitled to a cancellation period and asks for immediate supply of Digital Content, BhavPro may require:

1. express consent to immediate supply; and

2. acknowledgement that the statutory cancellation right may be lost when supply begins in accordance with applicable law.

If the required consent or acknowledgement is not obtained, statutory rights remain unaffected.

23. Faulty Digital Content

Where Digital Content supplied to a Consumer does not conform to applicable statutory requirements, the Consumer may have rights including:

• repair;

• replacement;

• price reduction;

• refund in circumstances provided by law;

• or compensation for certain damage caused to a device or other digital content.

This Policy does not remove those rights.

24. Software Licences

A software subscription or licence may involve:

• immediate activation;

• account provisioning;

• licence-key creation;

• third-party licence fees;

• or access to hosted functionality.

Refundability depends on:

• whether the licence is supplied by BhavPro or a third party;

• whether it has been activated;

• applicable Consumer rights;

• the applicable licence terms;

• and whether external licence fees can be recovered.

A third-party supplier refusing to refund BhavPro does not override a statutory Consumer right against BhavPro where one applies.

25. Advertising Management Fees

BhavPro advertising-management Fees compensate us for professional services such as:

• planning;

• setup;

• research;

• creative;

• campaign construction;

• tracking;

• optimisation;

• reporting;

• and account management.

Management Fees already earned are not refundable merely because:

• the platform spent less than expected;

• the campaign produced fewer leads than expected;

• the account was restricted by the platform;

• or expected ROAS was not achieved,

unless BhavPro expressly guaranteed the relevant outcome or otherwise breached the Contract.

26. Media Spend

Media Spend is distinct from BhavPro’s management Fees.

Media Spend includes amounts paid or committed to:

• Google Ads;

• Meta/Facebook/Instagram;

• Microsoft/Bing;

• LinkedIn;

• or another Advertising Platform.

Amounts already consumed or irrevocably committed to a platform are not refundable by BhavPro merely because the Customer cancels BhavPro’s management service.

If unused Media Spend remains under BhavPro’s control and is not owed to the platform or another party, it will be reconciled according to the Contract.

If the platform holds the balance, platform refund rules apply.

27. Advertising Credits

Promotional or platform advertising credits may be subject to:

• expiry;

• eligibility;

• minimum spend;

• account restrictions;

• or platform-specific terms.

A promotional credit is not cash belonging to the Customer unless the platform terms expressly provide otherwise.

Unused promotional credit is not refundable by BhavPro as cash.

28. Campaign Cancellation

If a Customer cancels an advertising campaign:

• BhavPro will take reasonable steps to pause or end campaign activity within the agreed scope;

• spend already incurred remains payable;

• platform processing delay may cause a small amount of additional spend before changes take effect;

• completed management work remains payable;

• and third-party commitments remain payable.

BhavPro cannot retrospectively reverse auction spend already consumed by an Advertising Platform.

29. Third-Party Costs

Third-Party Costs can include:

• software licences;

• paid plugins;

• hosting;

• domains;

• API usage;

• email services;

• telecommunications;

• stock assets;

• data providers;

• external specialists;

• job boards;

• Media Spend;

• and other supplier charges.

Where a Third-Party Cost has been:

• purchased;

• consumed;

• activated;

• committed;

• or made non-cancellable,

BhavPro is not normally able to refund it.

If a third-party supplier later refunds BhavPro for a Customer-funded cost, BhavPro will reconcile the recovered amount to the Customer where appropriate after accounting for any lawful charges.

30. Domains and Hosting

Domain registrations and renewals are often non-refundable once processed by the registrar.

Hosting may be refundable only according to:

• the provider’s policy;

• the BhavPro service plan;

• and applicable law.

Where BhavPro has already paid an external provider and the provider does not offer a refund, that Third-Party Cost may remain payable by a Business Customer.

31. Recruitment Services

Recruitment Fees may become payable at stages defined in the applicable Order Documents, for example:

• campaign launch;

• candidate introduction;

• interview;

• placement;

• or start date.

Any replacement or rebate guarantee is governed by the specific recruitment terms.

A recruitment fee is not automatically refundable merely because:

• a candidate is not hired;

• an offer is rejected;

• or an employee later leaves,

unless the applicable recruitment terms provide for a replacement or rebate.

32. VoIP, Telecoms and Connectivity

Telecommunications services can involve:

• number porting;

• setup charges;

• hardware;

• licences;

• carrier costs;

• usage;

• minimum terms;

• and external provider charges.

Cancellation and refund rules depend on the applicable Order Documents and provider commitments.

Charges already consumed or committed to a carrier may not be recoverable.

33. Audit, Consulting and Strategy Sessions

A completed:

• audit;

• consulting session;

• strategy session;

• discovery workshop;

• assessment;

• review;

• or advisory meeting

is a supplied service.

It is not normally refundable merely because the Customer disagrees with a professional recommendation or decides not to implement it.

This does not remove remedies for a service that was not performed with the required standard of care and skill.

34. Appointments and Booked Sessions

If a service involves a booked appointment, the applicable booking page or Order Documents may contain a cancellation/rescheduling period.

Where a Business Customer cancels at short notice and BhavPro cannot reasonably reallocate reserved professional time, a clearly disclosed booking charge may apply.

Consumer terms must remain fair and proportionate.

35. Customer Delay

If work cannot proceed because the Customer fails to provide:

• access;

• content;

• approval;

• credentials;

• instructions;

• data;

• or another required dependency,

this does not automatically entitle the Customer to a refund.

BhavPro may:

• pause the project;

• reschedule it;

• apply the agreed delay terms;

• or eventually terminate the affected work.

Fees for work already performed and committed costs remain payable.

36. Abandoned Projects

If a Customer stops responding for an extended period, BhavPro may treat the project as paused or abandoned after reasonable notice.

Restarting an abandoned project may require:

• rescheduling;

• re-scoping;

• revalidation of assumptions;

• new third-party costs;

• or additional Fees.

An abandoned project is not automatically refundable.

37. Change of Mind — Business Customers

A Business Customer’s change of mind does not by itself create a refund right after the Contract is formed.

Any refund depends on:

• the Contract;

• work performed;

• commitments;

• cancellation notice;

• and any discretionary agreement reached with BhavPro.

38. Dissatisfaction With Results

A Customer is not automatically entitled to a refund because:

• SEO rankings did not increase as expected;

• advertising did not generate a target number of leads;

• a campaign’s ROAS was lower than forecast;

• content did not go viral;

• an AI system produced imperfect output;

• a platform suspended an account;

• a search algorithm changed;

• a prospect did not buy;

• or a business target was not achieved.

This applies where BhavPro delivered the contracted service with reasonable care and skill and no specific outcome was contractually guaranteed.

39. Failure to Follow Recommendations

BhavPro is not responsible for a poor result caused by a Customer:

• refusing a material recommendation;

• changing implementation;

• disabling tracking;

• changing campaign settings;

• altering a website;

• failing to answer leads;

• failing to approve content;

• or otherwise departing from the agreed implementation.

This does not excuse an independent breach by BhavPro.

40. Platform Suspension or Rejection

Google, Meta, Microsoft, LinkedIn and other platforms independently control:

• ad approval;

• account verification;

• account suspension;

• policy enforcement;

• auctions;

• and access.

A platform restriction does not automatically create a refund right against BhavPro.

Where BhavPro caused the issue through a material breach of Contract or failure to exercise reasonable care and skill, the normal contractual remedies apply.

41. Duplicate Charges

If BhavPro or the payment system genuinely charges the same amount twice without authorisation:

• notify us promptly;

• we will investigate;

• and any verified duplicate charge will be reversed or refunded.

A duplicate-looking entry can sometimes be:

• a temporary payment authorisation;

• a separate valid invoice;

• a reversal;

• or a pending bank entry.

We may ask for enough transaction information to identify the payment.

42. Incorrect Amount

If the amount collected differs from the amount you authorised:

• contact us promptly;

• we will compare the payment with the order and provider record;

• and any verified overcharge will be corrected.

An undercharge does not extinguish a valid remaining contractual balance.

43. Payment Made Against the Wrong Invoice or Order

If a payment has been allocated incorrectly:

• BhavPro may correct the allocation without refunding and recharging where this produces the correct accounting result;

• or a refund/re-payment may be used where necessary.

Financial records should preserve the audit trail of the correction.

44. Accidental Customer Payment

If a Customer accidentally pays an invoice twice or pays a cancelled invoice:

• notify us;

• we will reconcile the account;

• and any genuinely unallocated overpayment will normally be returned or applied to another amount only with appropriate authority.

45. Service Not Supplied

If BhavPro accepts payment but cannot supply the contracted service and no lawful alternative is agreed:

• the unsupplied amount will be refunded where required;

• completed independent elements may remain payable if the Contract supports separate performance;

• and statutory Consumer rights apply.

46. Material Service Failure

If a service materially fails to conform to the Contract, BhavPro should first be given a reasonable opportunity to investigate.

Depending on applicable law and the circumstances, remedies may include:

• repeat performance;

• correction;

• re-performance;

• replacement;

• service credit;

• price reduction;

• partial refund;

• or full refund.

For Consumers, statutory remedies under the Consumer Rights Act 2015 apply.

47. Consumer Services — Reasonable Care and Skill

For Consumers, services must be performed with reasonable care and skill and in accordance with applicable statutory requirements.

If they are not, Consumer remedies may include repeat performance or an appropriate price reduction where the legal conditions are met.

This Policy does not restrict those remedies.

48. Consumer Distance Contracts

Where BhavPro enters a qualifying distance contract with a Consumer, the Consumer will generally have a 14-day cancellation period unless an applicable exception or loss-of-right rule applies.

For services, the normal cancellation period runs for 14 days after the day the Contract is entered into.

BhavPro will provide required cancellation information before the Contract is formed.

49. Extended Consumer Cancellation Period if Information Is Not Supplied

If BhavPro fails to provide legally required information about the Consumer cancellation right, applicable law may extend the cancellation period.

This Policy is not intended to reduce that statutory extension.

50. Starting Services During the Consumer Cancellation Period

BhavPro may ask a Consumer whether they want Services to begin before the 14-day cancellation period has ended.

If the Consumer does not make the required express request, BhavPro may wait until the cancellation period expires before beginning the affected service.

A request to start early should be separate and clear.

51. Consumer Early-Start Request

Where appropriate, the checkout or order may include wording materially equivalent to:

I expressly request BhavPro to begin providing the service before the end of my statutory cancellation period. I understand that if I cancel after performance has begun, I may have to pay a proportionate amount for the service supplied up to cancellation, and that if the service is fully performed after the required request and acknowledgement, my cancellation right may end.

The exact wording may be adapted to the transaction and current law.

52. Consumer Cancellation After Early Performance Begins

If a Consumer:

• expressly requested early performance;

• received the required pre-contract information;

• and then cancels within the cancellation period,

BhavPro may charge a proportionate amount for the service supplied before cancellation where permitted by law.

The calculation should reflect the contracted service and the proportion actually supplied.

It is not an arbitrary cancellation penalty.

53. Fully Performed Consumer Service

Where a service is fully performed during the cancellation period following the legally required express request and acknowledgement, the statutory cancellation right may end when the service is fully performed.

Other statutory rights concerning service quality remain unaffected.

54. Consumer Digital Content — Immediate Supply

Where a Consumer wants Digital Content to be supplied before the cancellation period expires, BhavPro may require wording materially equivalent to:

I expressly consent to immediate supply of the digital content and acknowledge that, once supply begins in accordance with applicable law, I will lose my statutory right to cancel that digital-content supply.

Required confirmation should also be included in the durable contract confirmation.

55. Consumer Refund Timing

Where a Consumer lawfully cancels a qualifying distance contract and a refund is due under the Consumer Contracts Regulations, BhavPro will make the reimbursement without undue delay and within the period required by law.

Where the Consumer Rights Act requires a refund for faulty Digital Content, BhavPro will comply with the statutory timing and payment-method requirements.

56. Method of Consumer Refund

Where applicable consumer law requires it, BhavPro will refund using the same means of payment used for the original transaction unless the Consumer expressly agrees otherwise.

BhavPro will not charge a Consumer a fee for a statutory refund where doing so is prohibited.

57. Model Consumer Cancellation Form

Where a qualifying Consumer distance contract provides a statutory cancellation right, the following model may be used.

Model Cancellation Form

To:
Sentiora Consulting Ltd trading as BhavPro
45 Marston Road
Leicester
United Kingdom
LE4 9FE
Email: hello@bhavpro.com

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service/digital content:

Service/product:
[Insert]

Order/reference number:
[Insert]

Ordered on / contract entered on:
[Insert]

Name of consumer(s):
[Insert]

Address of consumer(s):
[Insert]

Email address:
[Insert]

Signature (only if sent on paper):
[Insert]

Date:
[Insert]

A Consumer does not have to use this precise form if the law permits cancellation through another clear statement.

58. How to Request a Business Cancellation

Unless the Order Documents specify another method, send a cancellation request to:

hello@bhavpro.com

with the subject:

Cancellation Request — [Order/Invoice/Account Reference]

Include:

• customer/business name;

• contact name;

• relevant order, invoice or subscription;

• service being cancelled;

• requested cancellation date;

• and enough information to identify the Contract.

Where an in-portal cancellation facility is available, it may also be used.

59. How to Request a Refund

Send a refund request to:

hello@bhavpro.com

with the subject:

Refund Request — [Order/Invoice/Payment Reference]

or use an authorised BhavPro portal refund function where available.

Include:

• customer/business name;

• relevant order/invoice;

• amount being queried;

• payment date;

• reason for request;

• and supporting information.

Do not send full card numbers or CVC/CVV security codes.

BhavPro may ask for limited additional information needed to identify the transaction.

60. Refund Review

BhavPro may review:

• Contract;

• order;

• invoice;

• payment;

• work completed;

• project records;

• subscription status;

• communications;

• approval;

• service delivery;

• Third-Party Costs;

• Media Spend;

• cancellation timing;

• and applicable statutory rights.

The outcome may be:

• full refund;

• partial refund;

• service correction;

• credit;

• no refund;

• or another remedy.

We will explain the basis where appropriate.

61. Refund Calculation — Business Customers

For a Business Customer, a cancellation/refund calculation may use:

Amount paid

minus:

• Fees earned for completed work;

• reasonable value of approved work in progress;

• contractual reserved-capacity amount where lawfully applicable;

• irrecoverable Third-Party Costs;

• Media Spend;

• other lawful amounts due;

equals:

refundable balance, if any.

If the amount already earned/committed exceeds the amount paid, the Customer may still owe the difference.

62. Example — Fixed Project Cancellation

Illustrative example only:

• fixed project price: £5,000;

• Customer paid: £5,000;

• documented work supplied/value earned at cancellation: £2,000;

• approved non-refundable third-party licence: £300;

• no other amount due.

Indicative refundable balance:

£5,000 – £2,000 – £300 = £2,700.

Actual calculations depend on the Contract and circumstances.

63. Example — Advertising Campaign

Illustrative example only:

• management fee: £1,000;

• Media Spend funded: £2,000;

• management work completed: £800;

• platform already spent: £1,200;

• unspent recoverable media balance under BhavPro’s control: £800.

Refund/credit treatment would distinguish:

• management Fees earned;

• media already spent;

• and recoverable unspent balance.

BhavPro does not treat the entire £3,000 as one undifferentiated refundable amount.

64. Example — Consumer Early-Start Cancellation

Illustrative example only:

A Consumer buys a 10-session service for £1,000, expressly requests immediate commencement, receives the legally required information, receives two equivalent sessions, and then validly cancels during the cancellation period.

Where the statutory proportional-payment rule applies, the amount chargeable may reflect the proportion supplied rather than the entire Contract price.

The actual legal calculation depends on the nature and value of the service.

65. Partial Refunds

BhavPro may issue a partial refund where:

• only part of a service is affected;

• some work has already been properly performed;

• a pricing adjustment is agreed;

• a partial duplicate/overcharge occurred;

• only part of an order is cancelled;

• or applicable law requires a partial remedy.

A partial refund should identify:

• original transaction;

• refund amount;

• remaining paid amount;

• affected invoice/order;

• and reason.

66. Refund Allocation

Where a payment covers more than one item, BhavPro may allocate a refund to:

• a specific line item;

• invoice;

• order;

• milestone;

• subscription period;

• or service component.

The financial record should preserve the relationship between:

• original charge;

• refund;

• credit;

• invoice;

• and remaining balance.

67. Credits

Where legally permitted and agreed, BhavPro may offer a service credit instead of a cash refund.

A Consumer is not required to accept credit where the law entitles them to a monetary refund.

A credit should state:

• amount/value;

• expiry, if any;

• eligible services;

• transferability;

• and whether it can be refunded.

68. Refund Approval

A refund request is not complete merely because it has been submitted.

It may pass through statuses such as:

• requested;

• under review;

• approved;

• rejected;

• submitted to payment provider;

• pending;

• succeeded;

• failed;

• or reversed/adjusted.

BhavPro’s internal status does not override the payment provider’s authoritative financial status.

69. Stripe Refunds

Where the original payment was processed by Stripe, BhavPro will normally submit the refund through Stripe.

Stripe generally sends refunds back to the original payment method.

BhavPro will not normally redirect a Stripe refund to an unrelated card or bank account.

This protects against fraud and maintains transaction traceability.

70. Stripe Refund Timing

Once BhavPro submits a refund successfully, the payment provider and the Customer’s bank control final settlement timing.

Stripe states that card refunds commonly appear approximately 5–10 business days after initiation, depending on the bank.

Some refunds may appear as a reversal, where the original charge disappears rather than a separate refund credit appearing.

This provider timing is separate from any statutory deadline that requires BhavPro to initiate or make a reimbursement.

71. Pending Stripe Refunds

A Stripe refund may be pending because, for example:

• the relevant payment has not yet settled;

• a financial partner or bank is still processing it;

• or the Stripe balance available for the refund is insufficient.

Where a refund is pending, BhavPro will treat the refund as pending, not succeeded.

Where action is required from BhavPro, we will take reasonable steps to resolve it.

72. Failed Stripe Refunds

A refund can fail if the bank, card issuer or payment method cannot process it.

Reasons can include:

• cancelled payment method;

• expired card;

• lost/stolen card;

• insufficient available balance after a pending period;

• decline by financial partners;

• or another provider issue.

If Stripe reports that a refund has failed and the amount is returned to BhavPro, we will investigate and arrange an appropriate alternative refund method where a refund remains due.

We may require identity and account verification before sending money through an alternative method.

73. Refund to Expired or Replaced Cards

A refund is normally sent to the original payment method.

If the original card has expired or been replaced, the issuing bank can often route the refund to the replacement account.

If the issuer cannot do so, the payment provider may eventually report a failed refund or provide another process.

The Customer should first allow the issuing bank’s normal process to complete.

74. Refund Reference Numbers

Where available, Stripe may provide a refund tracing reference such as:

• ARN;

• STAN;

• RRN;

• or another payment-network reference.

If a Customer cannot locate a refund after the normal processing period, BhavPro may provide the available tracing reference so the Customer can ask their bank to trace it.

75. Stripe Provider Authority

For Stripe payments, the provider-authoritative financial state governs whether a refund is:

• pending;

• succeeded;

• failed;

• reversed;

• or otherwise final.

BhavPro does not mark a refund as financially complete merely because an internal workflow reached “approved”.

76. No Refund Beyond Original Amount

Refunds cannot exceed the amount actually charged for the relevant transaction.

Where more compensation is legally due for another reason, that is handled separately from the payment-provider refund record.

77. Multiple Partial Refunds

More than one partial refund may be made against a transaction where supported.

The total refunded amount must not exceed the original charge.

BhavPro’s records should reconcile:

• original amount;

• each refund;

• cumulative refunded amount;

• and remaining amount.

78. Payment Processing Fees

Payment providers may charge BhavPro fees associated with processing or refunds.

Where a statutory Consumer refund is due, BhavPro will not deduct a fee where applicable law prohibits it.

For Business Customers and discretionary commercial refunds, treatment of unrecoverable processing costs depends on:

• the Contract;

• applicable law;

• and the reason for the refund.

BhavPro will not impose a hidden payment-processing deduction that was not contractually or legally justified.

79. Currency Conversion

If the original payment involved currency conversion, the Customer’s bank or card provider may apply exchange rates independently.

A refund submitted in the original transaction currency may result in a different amount when converted by the Customer’s financial institution.

BhavPro does not control the Customer’s bank exchange rate or foreign-exchange fee.

80. Refunds and Invoices

A refund does not erase the historical invoice.

BhavPro may issue or maintain:

• refund records;

• credit notes;

• adjusted balances;

• receipts;

• or related accounting entries.

This preserves a correct audit trail.

81. Refunds and Tax

Refunds and credits may affect:

• invoice totals;

• tax;

• accounting;

• and financial reporting.

BhavPro will make appropriate accounting records based on the transaction and applicable tax position.

82. Chargebacks

A chargeback or payment dispute occurs when a cardholder challenges a payment through their bank or card issuer.

A chargeback is different from BhavPro’s refund process.

If a Customer believes a normal refund is due, we encourage the Customer to contact BhavPro first where reasonably possible.

This does not remove a lawful cardholder right to raise a dispute.

83. Open Chargeback and Refund Requests

If a card transaction is already subject to an open formal chargeback, Stripe may prevent a separate refund through the normal refund mechanism.

In that situation, BhavPro may need to:

• accept the dispute;

• challenge the dispute;

• respond through the card-network process;

• or wait for the dispute outcome,

rather than issue a separate refund.

This is intended to prevent duplicate reimbursement.

84. No Double Reimbursement

A Customer is not entitled to recover the same amount twice.

If the Customer has:

• received a refund;

• received a chargeback credit;

• received a bank reimbursement;

• or received another payment reversal,

that amount will be taken into account when determining any remaining amount due.

If a bank temporarily credits a cardholder while a dispute is investigated, the final outcome remains subject to the bank/card-network process.

85. Chargeback Evidence

If BhavPro receives a dispute relating to an authorised transaction, we may provide relevant evidence to the payment provider or issuer.

Evidence may include:

• customer/order identity;

• checkout record;

• Terms accepted;

• Refund & Cancellation Policy accepted;

• price;

• billing interval;

• payment authorisation;

• invoice;

• receipt;

• quotation;

• contract;

• communications;

• service-delivery records;

• project activity;

• approvals;

• portal activity;

• download or access evidence;

• cancellation/refund history;

• and other relevant evidence.

Only information reasonably relevant to the dispute should be shared.

86. False or Misleading Chargeback Claims

A Customer should not knowingly represent an authorised and properly supplied transaction as:

• fraudulent;

• unauthorised;

• not received;

• cancelled;

• or otherwise invalid

where that statement is knowingly false.

BhavPro may challenge inaccurate disputes and preserve relevant evidence.

This clause does not discourage genuine fraud reports, genuine unauthorised-use complaints or legitimate disputes.

87. Fraudulent Refund Requests

BhavPro may refuse, pause or investigate a refund request where there is evidence of:

• identity fraud;

• account takeover;

• altered documents;

• false payment claims;

• refund redirection;

• or other abuse.

We may require reasonable verification before changing the destination or method of a refund.

88. Third-Party Refund Decisions

Where a payment or purchase is controlled directly by another provider, that provider’s refund rules may apply.

Examples include:

• app stores;

• software marketplaces;

• advertising platforms;

• hosting providers;

• telecom carriers;

• or other marketplaces.

BhavPro cannot promise a refund from a provider whose contract is directly with the Customer.

89. Refunds Paid to BhavPro by a Third Party

If the Customer funded a Third-Party Cost through BhavPro and the third party subsequently returns an amount to BhavPro, we will reconcile that recovered amount where appropriate.

BhavPro may first account for:

• outstanding related invoices;

• lawful provider deductions;

• contractual administration where applicable;

• and the reason the refund was made.

90. Goodwill Refunds

BhavPro may occasionally provide a discretionary goodwill refund, credit or waiver.

A goodwill action:

• does not admit liability;

• does not change the Contract for future transactions;

• does not create a precedent;

• and does not require BhavPro to provide the same outcome in another case.

Mandatory legal rights remain separate from goodwill.

91. Settlement Agreements

A disputed amount may be resolved through a written settlement.

Where a settlement is reached, its terms may govern:

• payment;

• refund;

• credit;

• completion;

• confidentiality;

• release of claims;

• and other agreed matters.

A Consumer cannot validly waive rights that the law does not permit them to waive.

92. Cancellation of Future Work

A refund decision about past work is separate from cancellation of future work.

For example:

• a Customer may cancel future subscription renewal but still owe the current period;

• a Customer may receive a refund for an overcharge while the underlying service continues;

• or a project may terminate while an earlier completed milestone remains valid.

93. Access After Cancellation

Cancellation may affect access to:

• portals;

• hosted software;

• support;

• reporting;

• campaign management;

• licensed assets;

• or subscription features.

The applicable Contract determines:

• effective access end date;

• export rights;

• handover;

• and data retention.

94. Data Export and Handover

A request to cancel does not automatically include unlimited free handover or migration work.

Where exit assistance is outside the original scope, additional Fees may apply.

BhavPro will not withhold personal data or other information in a manner that breaches applicable law.

95. Refund Does Not Transfer Extra Intellectual Property

A refund does not grant additional intellectual-property rights.

Ownership/licensing remains governed by:

• the Contract;

• payment status;

• the nature of Deliverables;

• and third-party licences.

If a full refund is issued because a project is cancelled before rights transfer, the Customer may be required to stop using unpaid Deliverables where the Contract permits.

96. Work Product Following Partial Refund

Where a partial refund reflects partial performance, rights in completed and paid Deliverables remain subject to the applicable intellectual-property terms.

A partial refund does not necessarily mean all completed work is rejected or surrendered.

97. Customer Responsibilities During Refund Review

The Customer should:

• provide accurate information;

• preserve relevant communications;

• avoid duplicate refund/chargeback claims;

• respond to reasonable verification questions;

• and notify BhavPro if their bank has already returned the funds.

Failure to provide information may delay investigation.

98. BhavPro Responsibilities During Refund Review

BhavPro will:

• identify the transaction;

• review relevant contractual and payment records;

• check work/service status;

• consider statutory rights where applicable;

• document the outcome;

• and submit any approved refund through an appropriate method.

Where a provider status later changes, BhavPro will update the financial record accordingly.

99. Refund Communications

Refund communications may include:

• request acknowledgement;

• request for evidence;

• decision;

• provider submission;

• pending status;

• failure notice;

• success confirmation;

• or tracing information.

Payment-provider status may update after the initial decision.

100. Refund Evidence Retention

BhavPro may retain refund and cancellation evidence for:

• accounting;

• legal obligations;

• fraud prevention;

• customer service;

• payment disputes;

• financial reconciliation;

• and audit.

This may include:

• request;

• decision;

• amount;

• reason;

• approver;

• Stripe/provider reference;

• invoice/order allocation;

• communications;

• and final status.

Personal data is handled under the Privacy Policy.

101. Internal Approval and Separation of Duties

BhavPro may require internal approval before a refund is executed.

For higher-value or sensitive refunds, we may apply controls such as:

• requester/approver separation;

• finance approval;

• owner override in defined circumstances;

• audit logging;

• and provider verification.

These controls protect both Customer and BhavPro from error or fraud.

102. Refund Request Does Not Stop an Undisputed Balance

If only part of an invoice is disputed, the undisputed portion remains payable unless BhavPro agrees otherwise.

A refund request concerning one transaction does not suspend unrelated invoices.

103. Credits Against Outstanding Debt

For Business Customers, where legally and contractually permitted, an agreed credit may be applied against an outstanding balance instead of being paid out separately.

A statutory Consumer refund will be handled according to applicable Consumer law.

104. Cancellation Notice and Effective Date

The effective cancellation date is determined by:

• the applicable Contract;

• when valid notice is received;

• the billing period;

• minimum term;

• and any required notice period.

Simply stopping use of a service, removing a card or failing to pay does not necessarily constitute valid cancellation.

105. Removing a Payment Method

Removing or replacing a payment method does not itself terminate a Contract.

If a recurring service remains active, outstanding amounts may remain due.

Use the stated cancellation process.

106. Failed Renewal Payment

A failed renewal payment does not automatically cancel a subscription.

BhavPro may:

• retry safely;

• request updated payment;

• suspend service;

• or terminate according to the Contract.

The Customer should submit a formal cancellation if they intend to end the service.

107. Accidental Renewal

If a Customer says a renewal was accidental, BhavPro will consider:

• cancellation notice;

• renewal disclosure;

• whether the new period has begun;

• work performed;

• costs committed;

• Business/Consumer status;

• and applicable law.

There is no automatic Business Customer right to reverse a properly disclosed renewal merely because it was overlooked.

108. Subscription Upgrade

An upgrade may take effect:

• immediately;

• from the next billing period;

• or on another stated date.

Any proration or credit is governed by the subscription terms.

109. Subscription Downgrade

A downgrade may take effect from the next renewal or another stated date.

A downgrade does not automatically create a refund for the current period.

110. Cancellation After Download or Access

For Business Customers, access to a paid Digital Content product or software licence may make the purchase non-refundable where the Contract so provides.

For Consumers, statutory Digital Content rules apply, including any required express consent/acknowledgement for immediate supply.

111. Promotional Discounts

If a refund is calculated against a discounted order, the refund is based on the amount actually paid and the contractual allocation of that amount.

A Customer is not entitled to a refund calculated using a higher undiscounted list price.

112. Bundles

Where products/services are sold as a bundle, a partial cancellation may require allocation of the bundle price.

BhavPro may use:

• stated component pricing;

• relative value;

• discount allocation;

• or another reasonable documented method.

A Customer cannot assume the highest-value component was free unless the offer expressly said so.

113. Free Trials

Where BhavPro offers a free trial:

• the trial period;

• conversion to paid service;

• required payment details;

• and cancellation process

should be disclosed before the trial begins.

A Customer should cancel before the stated conversion deadline if they do not wish to continue.

Consumer rules remain applicable.

114. Free or Complimentary Services

A free or complimentary service has no purchase price to refund.

A separate paid service is not refundable merely because a complimentary add-on was unavailable, unless the add-on formed a material contractual part of the paid purchase.

115. Refund Abuse

BhavPro may restrict future discretionary refunds or decline future business where a Customer repeatedly:

• orders and cancels after substantial work;

• abuses promotional refunds;

• submits false payment claims;

• or otherwise misuses the refund process.

This does not restrict mandatory statutory rights.

116. Complaints Before Refund

A complaint does not always require a refund.

Where a problem can reasonably be corrected, BhavPro may first offer:

• correction;

• repeat performance;

• repair;

• replacement;

• or another appropriate remedy.

Consumer statutory sequencing of remedies remains unaffected.

117. Escalation

If you disagree with a refund decision, reply to the decision and explain:

• what you believe is incorrect;

• any evidence not considered;

• and the outcome you seek.

The matter may be escalated for further review.

118. Legal Claims and Chargebacks

If a matter becomes subject to:

• litigation;

• formal legal demand;

• open chargeback;

• regulatory process;

• fraud investigation;

• or another formal dispute,

BhavPro may route the matter through the appropriate dispute process rather than continue the ordinary refund workflow.

119. Payment Provider Is Not the Seller

Stripe or another payment provider processes payments.

Unless expressly stated otherwise, the seller of BhavPro services is:

Sentiora Consulting Ltd trading as BhavPro.

A refund request concerning the underlying service should therefore normally be directed to BhavPro.

120. Bank Processing Is Outside BhavPro’s Control

After a refund has been correctly submitted, BhavPro cannot control:

• card-network processing;

• bank processing;

• how a reversal appears;

• when an issuer posts the credit;

• foreign exchange;

• or bank statement wording.

We can provide available provider evidence and tracing references.

121. Refund Status Definitions

BhavPro may use the following meanings:

Requested
Customer submitted a request.

Under Review
Eligibility/calculation is being assessed.

Approved
BhavPro approved an amount, but the payment-provider transaction may not yet have been submitted or completed.

Submitted
Refund request has been sent to the payment provider.

Pending
Provider has not yet completed the refund.

Succeeded / Refunded
Provider reports successful initiation/completion according to its authoritative status; customer-bank posting may still take time.

Reversed
The original charge may have been reversed instead of a separate credit being shown.

Failed
Provider reports the refund could not be completed.

Rejected
BhavPro determined that the requested refund was not due.

These definitions help avoid confusing internal approval with actual movement of funds.

122. Cancellation Status Definitions

BhavPro may use:

Cancellation Requested
Notice received but not yet validated.

Cancellation Confirmed
Effective date determined.

Pending End of Term
Service remains active until the contracted end/renewal date.

Cancelled
Service has ended.

Terminated for Breach
Service ended under contractual breach provisions.

A billing status and service status may differ temporarily during orderly termination.

123. No Waiver by Delay

A delay in enforcing a payment or cancellation provision does not automatically waive the Contract.

A discretionary refund in one case does not create an entitlement in another.

124. Policy Version at Purchase

BhavPro may retain the version of this Policy that applied when an order was placed.

The applicable purchase record may store:

• policy URL;

• version;

• hash;

• acceptance timestamp;

• and related order/payment references.

A later update to this web page does not automatically rewrite the historical Contract.

125. Checkout Disclosure

Before payment, the checkout should clearly provide or link to:

• seller identity;

• service/product;

• total amount;

• currency;

• tax;

• billing frequency;

• minimum term;

• automatic renewal where applicable;

• cancellation terms;

• Refund & Cancellation Policy;

• Terms and Conditions;

• and Privacy Policy.

Material payment conditions should not be hidden after the Pay button.

126. Recommended Contractual Acceptance at Checkout

BhavPro may use wording materially equivalent to:

I confirm that I am authorised to place this order and agree to the BhavPro Terms and Conditions and Refund & Cancellation Policy. I acknowledge the service, total price, billing frequency and cancellation terms shown before payment.

Where the Customer is buying for a business:

I confirm that I am purchasing on behalf of the business identified in this order and have authority to bind that business.

Marketing consent must remain separate.

Cookie consent must remain separate.

Consumer early-start and Digital Content consents must be collected separately where required.

127. Durable Confirmation

Where required, BhavPro will provide a durable confirmation of the Contract, for example by email or another format that can be saved.

The confirmation may include or link in a reproducible form to:

• Order;

• Terms;

• this Policy;

• price;

• billing;

• cancellation information;

• and required Consumer acknowledgements.

BhavPro may preserve an immutable/versioned copy for evidence.

128. Changes to This Policy

BhavPro may update this Policy prospectively to reflect:

• legal changes;

• new products;

• new payment methods;

• provider changes;

• subscription changes;

• operational improvements;

• or new regulatory requirements.

The version and effective date appear at the top.

A later policy version does not retrospectively change an existing order unless a lawful Contract variation applies.

129. Contact

For a cancellation, refund or payment query:

Sentiora Consulting Ltd trading as BhavPro
Company number: 16596409
Registered office: 45 Marston Road, Leicester, United Kingdom, LE4 9FE
Email: hello@bhavpro.com
Website: https://bhavpro.com/
Contact: https://bhavpro.com/contact/

Please include the relevant order, invoice or payment reference.

Never email full card details or CVC/CVV codes.

130. Summary

BhavPro’s refund and cancellation approach is:

1. statutory rights are preserved;

2. Business cancellation follows the Contract;

3. Consumers receive applicable cancellation rights;

4. early service commencement is handled through an express Consumer request where required;

5. immediate Digital Content is handled through separate express consent and acknowledgement where required;

6. completed work remains chargeable unless a remedy is due;

7. bespoke work is valued by actual performance and commitments, not merely by final visible deliverables;

8. Media Spend already consumed is not refundable by BhavPro;

9. irrevocable Third-Party Costs are normally not refundable to Business Customers;

10. unused recoverable balances are reconciled;

11. duplicate and incorrect charges are corrected;

12. faulty Consumer services and Digital Content receive statutory remedies;

13. partial refunds are available where appropriate;

14. Stripe refunds normally return to the original payment method;

15. Stripe pending refunds remain pending until provider status changes;

16. failed refunds are investigated and an alternative method is arranged where money remains due;

17. card/bank settlement timing is outside BhavPro’s direct control;

18. an open chargeback may have to be handled through the dispute process rather than a parallel refund;

19. the same loss cannot be reimbursed twice;

20. refund decisions and evidence are retained for audit, accounting and dispute management;

21. payment-provider financial status is authoritative;

22. refund/cancellation policies are versioned and tied to the applicable order;

23. marketing and cookie consent are separate from contractual acceptance; and

24. nothing in this Policy removes a right that cannot lawfully be excluded.

End of BhavPro Refund & Cancellation Policy — Version 1.0 — Effective 1 September 2026