1. Overview
This Refund Policy describes when and how you can request a refund for purchases made from DigitalCloud Ops Ltd. It applies to both our subscription Products and our consultancy Services.
We aim to deal with refund requests promptly and fairly. Where a request falls outside the terms below, we will still consider it on a case-by-case basis.
2. Subscription products
2.1 Monthly subscriptions
Monthly subscription fees are non-refundable once charged. You may cancel at any time to prevent further charges; access remains active until the end of the current billing period.
2.2 Annual subscriptions
For annual subscriptions, we offer a 14-day refund window from the date of initial purchase or annual renewal. If you cancel within this window and have made minimal use of the service, we will refund the full amount paid for that annual term.
After the 14-day window, annual subscription fees are non-refundable. You may still cancel to prevent automatic renewal at the end of the term.
2.3 Service unavailability
If a Product is unavailable for a prolonged period due to an issue on our side (and not due to scheduled maintenance, force majeure, or your own configuration), we will provide a pro-rata refund or service credit at our discretion. Contact office@digitalcloudops.com with details.
2.4 Duplicate or accidental charges
Duplicate charges, charges for a subscription you did not intend to purchase, or charges resulting from a technical error on our side will be refunded in full. Please report such cases within 30 days of the charge.
3. Cancellation
You can cancel a subscription at any time through your account dashboard or by emailing office@digitalcloudops.com. Cancellation prevents further automatic renewal but does not, on its own, trigger a refund — refunds are governed by the rules above.
After cancellation, you retain access to the Product until the end of the current billing period.
4. Consultancy engagements
Consultancy Services are governed by the Statement of Work signed at the start of the engagement. The general principles are:
- Work already performed is non-refundable. Where deliverables have been produced or hours have been logged, those fees are payable.
- Pre-paid retainers: any unused, pre-paid portion of a retainer remaining at the end of a billing period is, by default, refundable on written request within 30 days of cancellation. The applicable SOW may set out a different rule, in which case the SOW prevails.
- Project sprints: if you terminate a project sprint before completion, you are liable for time and materials accrued up to the termination date plus any non-cancellable third-party costs we have already committed to on your behalf.
5. UK consumer right of withdrawal
If you are a consumer based in the United Kingdom or the European Union, you have a statutory right to withdraw from a digital services contract within 14 days of purchase, without giving a reason.
However, by purchasing access to a digital subscription and beginning to use it immediately, you expressly agree that the service will be performed during the withdrawal period and acknowledge that you lose the statutory right of withdrawal once the service is fully performed.
This statutory right does not apply to business customers (B2B engagements).
6. Chargebacks & disputes
We ask that you contact us at office@digitalcloudops.com before initiating a chargeback with your bank or card issuer. Most disputes can be resolved quickly and directly.
Unjustified chargebacks may result in account suspension and, where appropriate, recovery of associated bank fees.
7. How to request a refund
To request a refund, send an email to office@digitalcloudops.com including:
- The email address associated with your account;
- The invoice or charge reference (visible on your receipt);
- The reason for your request.
We aim to respond within 3 business days. Approved refunds are processed via the original payment method within 5 to 10 business days, depending on your bank.
8. Contact
DigitalCloud Ops Ltd
Email: office@digitalcloudops.com
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company number: 12110785