Refund Policy

At TD Helpmate LLP, we are committed to delivering high-quality digital advertising management and e‑commerce consultancy services that create measurable value for our clients. We understand that every engagement represents a significant investment of time and resources, and we take that responsibility seriously. This Refund Policy ("Policy") outlines the terms and conditions under which refunds may be issued for services purchased from TD Helpmate LLP ("Company," "we," "our," or "us"), a limited liability partnership registered in England and Wales under company number OC454396, with its registered office at 71‑75 Shelton Street, London, WC2H 9JQ, United Kingdom.

By purchasing any service package, booking any consultancy session, or otherwise engaging with TD Helpmate LLP, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. This Policy should be read in conjunction with our Terms of Service, which govern your overall relationship with TD Helpmate LLP.

Nothing in this Policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK legislation. Where our services are provided to business clients, this Policy sets out the contractual terms governing refunds.

1. Nature of Services

TD Helpmate LLP provides professional digital advertising management and e‑commerce scaling consultancy services. Unlike physical products that can be returned in their original condition, our services involve the expenditure of professional time, intellectual effort, and specialised expertise from the moment an engagement begins. Our team invests substantial resources in campaign setup, account auditing, research, analysis, and strategic planning for each client engagement, much of which occurs before and between client-facing sessions.

Due to the nature of professional consultancy services, refund eligibility is determined based on the specific circumstances of each engagement, the stage of work completion, and the terms outlined in this Policy. We strive to be fair and reasonable in all refund determinations, while also recognising the significant investment of professional resources that each engagement requires.

2. Refund Eligibility for Service Packages

2.1 Audit & Strategy Package

The Audit & Strategy Package includes an initial account audit, campaign structure review, strategic recommendations, and an actionable next-step plan. Refund eligibility for this package is as follows:

Full Refund: If you request a cancellation at least seven (7) business days before the scheduled start of the engagement, and no preliminary work has been commenced on your behalf, you are eligible for a full refund of the package fee. The refund will be processed within ten (10) business days of receiving your written cancellation request.

Partial Refund: If you request a cancellation less than seven (7) business days before the scheduled start but before any audit or review work has taken place, you may be eligible for a refund of up to seventy-five percent (75%) of the package fee. This partial refund accounts for the preparation work and resource allocation that has already been undertaken by our team in anticipation of your engagement.

No Refund: Once the account audit has been conducted, or once deliverables (including but not limited to written assessments, strategic frameworks, or campaign recommendations) have been provided to you, no refund will be issued for the Audit & Strategy Package. At this point, the core intellectual value of the package has been substantially delivered.

2.2 Campaign Management Package

The Campaign Management Package includes ongoing advertising campaign management, optimisation, performance reporting, and strategic adjustments over an agreed period. Due to the ongoing nature of this package, the refund terms are structured as follows:

Full Refund: A full refund is available if cancellation is requested at least ten (10) business days before the scheduled commencement of the engagement and no preparatory work has been initiated (including campaign setup, account access, or keyword research). The refund will be processed within ten (10) business days of receiving your written cancellation request.

Partial Refund (75%): If you cancel between five (5) and ten (10) business days before the engagement start date, you may receive a refund of up to seventy-five percent (75%) of the applicable fees, less any costs incurred for preliminary research and preparation.

Partial Refund (50%): If you cancel after the engagement has commenced but before the completion of the first full reporting period (as defined in your service agreement), you may be eligible for a refund of up to fifty percent (50%) of the fees for any remaining unused period. This refund accounts for the work completed to date, the campaign infrastructure built, and the professional resources allocated to your engagement.

Partial Refund (25%): If you cancel after the first full reporting period has been completed but before the engagement is more than fifty percent (50%) complete, you may be eligible for a refund of up to twenty-five percent (25%) of the fees for the remaining period.

No Refund: No refund will be issued once the engagement is more than fifty percent (50%) complete, as determined by the timeline and milestones outlined in your service agreement. At this stage, the majority of professional time and resources have been invested in your engagement. Advertising spend paid directly to third-party platforms (Google, Meta, etc.) is governed by those platforms' own refund policies and is outside the scope of this Policy.

2.3 Full-Service E‑Commerce Scaling Package

The Full-Service E‑Commerce Scaling Package is our most comprehensive offering, including store architecture consultancy, campaign strategy and management, conversion optimisation, landing page guidance, and ongoing performance analysis. Given the extensive scope and depth of this package, the following refund terms apply:

Full Refund: A full refund is available only if cancellation is requested at least fourteen (14) business days before the scheduled commencement of the engagement and no work of any kind has been initiated on your behalf. This extended notice period reflects the significant advance planning and resource commitment required for this comprehensive package.

Partial Refund (60%): If you cancel between seven (7) and fourteen (14) business days before the engagement start date, you may receive a refund of up to sixty percent (60%) of the total package fee.

Partial Refund (40%): If you cancel after the engagement has commenced but before the first set of campaign deliverables or store recommendations have been provided, you may be eligible for a refund of up to forty percent (40%) of the total package fee.

Partial Refund (20%): If you cancel after the initial deliverables have been provided but before the ongoing management phase has commenced, you may be eligible for a refund of up to twenty percent (20%) of the total package fee.

No Refund: No refund will be issued once the ongoing management phase has commenced or once the final versions of all deliverables have been provided to you.

3. Refund Process and Procedures

All refund requests must be submitted in writing to td.helpmate.llp@gmail.com. Your refund request must include the following information: your full name, the name of the company or entity that purchased the services, the date of purchase, the package or service purchased, the reason for your refund request, and any relevant supporting documentation.

Upon receipt of your refund request, our team will review the request and assess its eligibility based on the terms outlined in this Policy. We will acknowledge receipt of your request within two (2) business days and will provide a determination within seven (7) business days of the acknowledgment. If additional information is required to process your request, we will notify you promptly.

Approved refunds will be processed using the same payment method used for the original purchase. Please note that refund processing times may vary depending on your payment provider and financial institution. Credit or debit card refunds typically appear within five (5) to ten (10) business days after processing. Bank transfer refunds may take up to fifteen (15) business days.

TD Helpmate LLP reserves the right to deduct reasonable administrative fees, third-party processing fees, and any costs incurred for work already performed from the refund amount. These deductions will be clearly itemised and communicated to you in writing before the refund is processed.

4. Non-Refundable Items and Services

The following items and services are non-refundable under all circumstances:

Custom Research and Analysis: Any bespoke research, market analysis, competitive assessments, keyword research, account audits, or other custom analytical work that has been completed and delivered to the Client is non-refundable, as this work represents a unique intellectual product created specifically for the Client's use.

Completed Deliverables: Any deliverables that have been completed and provided to the Client, including but not limited to campaign structures, strategic plans, performance reports, landing page specifications, and written recommendations, are non-refundable. Once a deliverable has been provided, the intellectual value has been transferred to the Client.

Consultation Sessions Already Conducted: Any advisory sessions, strategy calls, training sessions, or review meetings that have already taken place are non-refundable. The professional time and expertise provided during these sessions cannot be reclaimed.

Third-Party Costs: Any fees paid by TD Helpmate LLP to third parties on behalf of the Client, including but not limited to advertising platform spend, software subscriptions, tracking tool licences, and other pass-through expenses, are non-refundable and must be reimbursed by the Client regardless of the refund determination. Advertising spend paid directly by the Client to platforms such as Google Ads or Meta Ads is governed by those platforms' own policies.

Missed Sessions: Sessions that are missed by the Client without providing at least forty-eight (48) hours' advance notice are considered used and are non-refundable. This policy exists because our team blocks dedicated time for each session, and last-minute cancellations prevent that time from being reallocated.

5. Service Dissatisfaction and Quality Concerns

TD Helpmate LLP is committed to delivering the highest quality consultancy services. If you are dissatisfied with the quality of our services at any point during the engagement, we strongly encourage you to communicate your concerns to us as early as possible. We believe that most quality concerns can be resolved through open communication and collaborative problem-solving.

If you believe that our services have not met the standards outlined in your service agreement, please submit a written description of your concerns to td.helpmate.llp@gmail.com. Include specific examples of how the services fell short of expectations and any relevant documentation (such as performance data or correspondence). Our management team will review your concerns and, where appropriate, offer remedial actions which may include additional sessions, revised deliverables, scope adjustments, or partial refunds.

We request that quality concerns be raised within fourteen (14) days of the event or deliverable in question. Concerns raised after this period may be more difficult to assess and address, though we will make reasonable efforts to review all feedback regardless of timing.

For business clients, this process does not affect any rights you may have under the service agreement or applicable law. For consumer clients, this process is in addition to, and does not replace, your statutory rights under the Consumer Rights Act 2015, including the right to require services to be performed with reasonable care and skill.

6. Consumer Cancellation Rights

If you are a consumer (an individual acting outside of your trade, business, craft, or profession) and you have entered into a contract for services at a distance (for example, online or by email) or off-premises, you may have a statutory right to cancel the contract within fourteen (14) days of the day after the contract was entered into, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you have expressly requested that the performance of services begins during the cancellation period, and the services have been fully performed, you will lose your right to cancel. If the services have been partially performed, you may still cancel but you will be required to pay for the services provided up to the point of cancellation, in proportion to the full price of the contract.

To exercise your statutory cancellation right, you must inform us of your decision by a clear statement sent to td.helpmate.llp@gmail.com. You may use the following wording: "I hereby give notice that I cancel my contract for the supply of the following services: [description], ordered on [date]."

7. Chargebacks and Disputes

We kindly request that clients contact us directly to resolve any billing concerns before initiating a chargeback or dispute through their payment provider. Initiating a chargeback without first attempting to resolve the issue directly with TD Helpmate LLP may result in the suspension of your account and services, the loss of any future refund eligibility, and recovery action for any amounts owed.

If you believe a charge is unauthorised or incorrect, please contact us immediately at td.helpmate.llp@gmail.com. We are committed to resolving billing discrepancies quickly and fairly, and we have a strong track record of doing so when given the opportunity to address concerns directly.

8. Modifications to This Policy

TD Helpmate LLP reserves the right to modify, update, or replace this Refund Policy at any time at our sole discretion. Any changes will be posted on this page with an updated effective date. Changes to this Policy will not apply retroactively to purchases made before the effective date of the change. The refund terms in effect at the time of your purchase will govern your eligibility for a refund.

We encourage you to review this Policy periodically to stay informed of any changes. If you have questions about the current Policy or how it applies to your specific situation, please do not hesitate to contact us.

9. Contact Information

For all refund-related enquiries, requests, or questions about this Policy, please reach out to us using the contact information below. We strive to respond to all enquiries within one (1) business day.