Refund Policy

1. Scope

This Policy covers paid digital services delivered by Solentra House ("Solentra House", "we"). It applies alongside our Terms of Service and, for purchases made through Gumroad, alongside Gumroad's own refund handling. Where Gumroad's handling differs from this Policy, the option more favourable to you applies.

2. EU and UK right of withdrawal (for consumers)

If you purchase as a consumer (a natural person acting outside their trade, business, craft, or profession) and are based in the European Union or the United Kingdom, you have the right to withdraw from a service contract within 14 days of purchase without giving any reason, under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, you must inform us of your decision to withdraw by a clear statement. You may use the model cancellation form in section 3 below, or any other clear written statement, sent to billing@solentrahouse.xyz. The withdrawal is effective on the date we receive the notification.

This right does not apply once the service has been fully performed, provided you expressly consented to performance starting within the 14-day withdrawal period and acknowledged that you would lose the right to withdraw once performance had been completed. We obtain that acknowledgement at the time of purchase.

Business-to-business purchases are not covered by the consumer right of withdrawal; refunds for business buyers are handled under sections 5 to 10 below.

3. Model cancellation form

Consumers may copy, complete, and email this form to billing@solentrahouse.xyz to exercise the right of withdrawal:

4. Situations in which a full refund is granted

• You request withdrawal within 14 days of purchase and we have not yet started delivery.
• We are unable to deliver the service as scoped and we cannot agree an alternative with you in writing.
• A duplicate or accidental purchase that has not yet been used.
• A technical fault on our side that prevents you from accessing the deliverable and that we cannot resolve within a reasonable period.

5. Situations in which a refund is not granted

• The service has already been fully delivered (kick-off completed and final report or equivalent deliverable issued).
• You requested and received custom deliverables outside the published scope.
• The 14-day withdrawal window has passed and the service is in progress.
• The request relates to a result-based outcome (for example, the number of leads, ranking position, or revenue change) that we did not guarantee in writing.

6. Partial refunds

If a service is partially delivered when you request to end the engagement, a pro-rata refund is calculated as:

refund = total fee paid - value of work completed at the date of the request.

Value of work completed is assessed against the deliverables milestones listed on the service page or in the proposal. We provide a written breakdown with the refund decision.

7. How to request a refund

Email billing@solentrahouse.xyz with:

• Your order number or invoice reference.
• The email address used at purchase.
• The service purchased.
• A short description of the reason for the request.

We acknowledge within 2 working days and provide a substantive decision within 5 working days.

8. How the refund is processed

Approved refunds are issued through the original payment method used at purchase:

• Gumroad purchases: the refund is processed by Gumroad, Inc. The timing of the credit on your statement depends on your bank or card issuer, typically 5-10 business days.
• SEPA / wire-transfer invoices: we refund by bank transfer to the originating account within 14 days of the approval decision.

We do not charge an administrative fee for a valid refund. Currency conversion or transfer fees applied by your bank are not refundable by us.

9. Chargebacks

Please contact billing@solentrahouse.xyz before raising a chargeback with your bank or card issuer. Most disputes are resolved more quickly and at no additional cost when handled directly. Initiating a chargeback for a service that has been fully delivered may be treated as a breach of the Terms of Service; if the chargeback is upheld by your issuer despite full delivery, we reserve the right to recover the disputed amount and any related fees.

10. Appeals

If you disagree with a refund decision, you may appeal in writing to legal@solentrahouse.xyz within 14 days of receiving the decision. The appeal is reviewed by a senior staff member not involved in the original decision; we respond within 14 days of receiving the appeal.

11. Custom Digital Consultation

The Custom Digital Consultation is scoped after a free 30-minute discovery call. If we agree on a paid engagement, refund conditions specific to that engagement are defined in the written proposal we send before any invoice is issued and override the default conditions in this Policy.

12. Statutory rights

Nothing in this Policy excludes or restricts your statutory rights as a consumer, including under the UK Consumer Rights Act 2015 or the EU Consumer Rights Directive.

13. Contact

Refund requests: billing@solentrahouse.xyz. Appeals or other legal questions: legal@solentrahouse.xyz.