Refunds & Cancellation

Recurring (monthly) services

Managed services are billed monthly in advance, on the first of the month, and collected automatically by the card you have saved with us. Unless your service agreement says otherwise, services are monthly rolling: you can cancel at any time by giving 30 days’ notice in writing to hello@lewismckeeconsulting.com or through a ticket in your client portal.

When you cancel, your service continues until the end of the period you have already paid for, and is not renewed after that. Payments already taken for the current period are not refunded, as the service has been provided for that period.

Adding or removing users partway through a month is handled on the next invoice rather than by refund. If a user is removed, the seat is billed to the end of the current month and not after.

Fixed-term agreements

Where you have chosen a fixed term (typically twelve months, usually in return for better pricing), the agreement runs for that term and then continues monthly rolling unless either of us gives 30 days’ notice. If you need to end a fixed term early, the remaining months are payable unless we agree otherwise in writing — for example where the business closes or is sold. We would always rather talk about it than invoice for it.

Part-month / pro-rata charges

Where a service starts partway through a month, we may issue a reduced, pro-rata charge for that first part-month. Pro-rata charges cover services already provided and are not refundable.

One-off and project work

One-off work (for example a Cyber Essentials certification, a security review or a setup project) is quoted individually and in writing before it starts. You can cancel before work begins and any deposit is returned. Once the work has started or been delivered it is non-refundable, and any deposit is applied to the total, except where required by law.

Where a project is cancelled partway through at your request, we invoice for the work completed to that point at the rate in the quote, and you keep everything delivered up to then.

Payment plans

Some one-off work can be paid in interest-free monthly instalments. Each instalment is a normal invoice with its own due date. Cancelling a managed service does not cancel a payment plan for work that has already been delivered; the remaining instalments continue on their original schedule. You can settle the outstanding balance early at any time without penalty.

Hardware and products

Hardware and products ordered through your client portal (for example headsets, laptops or licences) are ordered to your specification from our distributor as soon as you confirm the order. Once placed with the distributor an order cannot be cancelled, and a return of an unwanted, non-faulty item is not guaranteed: it is only possible where the distributor authorises it, which is at their discretion. If they do, the item must be unopened with the original seals intact and returned within 14 days of that authorisation, and we will refund the price less any administration or handling charge the distributor applies and the cost of return carriage. Opened or used items, and software licences once issued, cannot be returned unless faulty.

Please check deliveries when they arrive. Damage, shortages or wrong items must be reported to us within two working days of delivery, with photographs, so we can raise it with the distributor inside their seven-day window; reports after that cannot be accepted.

Faulty items are covered by the manufacturer’s warranty, normally twelve months from delivery unless the manufacturer offers longer. Tell us as soon as you notice a problem and we will handle the claim on your behalf; the remedy will be repair, replacement or a refund as the manufacturer or distributor determines. Where an item returned as faulty is tested and found to be working, the distributor’s testing charge and return carriage are passed on. If you have Courtesy Laptop Cover we provide a managed loan device while a laptop is away.

Courtesy Laptop Cover is a monthly service. The one-off swap fee charged when a loan device is issued covers the build, delivery and collection, and is not refundable once the device has been delivered.

How to cancel

Email hello@lewismckeeconsulting.com or raise a ticket in your client portal. We will confirm your cancellation in writing within two working days, along with the date your service ends and what the final invoice will be.

What happens when a service ends

Before your end date we will hand over administrative access to your Microsoft 365 tenant and any other systems we manage, remove our own access, and confirm in writing what we no longer hold. Where we keep a backup copy of your data as part of a service, we will tell you how long it is retained after cancellation and give you the opportunity to request an export before it is deleted. Monitoring and alerting stop on the end date.

Refunds

If we have charged you in error, or a service was not provided, we will put it right and refund the affected amount. Approved refunds are made to your original payment method via our payment processor (Stripe), normally within 5–10 business days. Beyond that, refunds are at our reasonable discretion.

Your statutory rights

Nothing in this policy affects any rights you have under applicable consumer or business protection law.

Contact

Any questions about cancelling or a refund? Email hello@lewismckeeconsulting.com and we’ll help.