01 Legal
Delivery & Refunds
Revision of 10 September 2026
Files travel by email or by a download link, and nothing travels by post. This page states when a handover is due, how to stand back from an engagement, and how money comes back.
1. What a handover contains
A handover consists of the process documents and working materials the written quotation lists, and nothing physical. Depending on the engagement, that means some combination of process diagrams, role and responsibility definitions, product page structures, update request forms, media handling rules, version record formats, review instructions, and the list of points still awaiting your team's confirmation. Frameworks are supplied the same way, as digital files.
The contents, the level of detail and the file formats are settled in the quotation before work begins, and they follow the tools your team already uses rather than a house format of ours.
2. How a handover reaches your team
By email attachment, or by a download link sent by email where the files are too large to attach. There is no postage, no shipping, no courier and no delivery charge, because there is nothing to send by post. There is also no customer account and no download area on this website: a link is sent to the people the quotation names, and it is sent from our own address.
3. When it is due, and what to do if it has not come
| Step | When | What that means in practice |
|---|---|---|
| Reply to an enquiry | By email, as soon as it has been read properly | Where an enquiry needs more work before it can be priced, the reply says so and asks what is missing |
| Written quotation | Once the scope is clear enough to price | It names the delivery dates for the engagement, in writing, before anything is agreed |
| Work begins | After the engagement confirmation, and after any payment the quotation requires up front | Never before the confirmation has gone out |
| Handover | On the dates in the quotation | By email attachment or a download link sent by email. Where a stage waits on an answer to an open query, the affected dates move with that answer and we confirm the new ones in writing |
| Nothing has arrived | Write to us on the day the date in the quotation passes | We either deliver at once or agree a new date in writing. If that date passes too, the engagement can be ended and everything paid for undelivered material is returned |
Where no date has been agreed for a step, the law requires it to be carried out within a reasonable time, and that is the standard we hold ourselves to.
4. The right to cancel, in the words of the Regulations
The wording in this section is reproduced without change from Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It is addressed to a consumer, and it says "you" and "us" for that reason. The order confirmation it refers to is the engagement confirmation described in the Terms of Service: it is the email in which we ask for the express consent mentioned below.
Statutory wording, reproduced without change
Your right to cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right to cancel, you must inform us (Prodentra Catalog Workflows Ltd, 7 High Street, Kington, Herefordshire, HR5 3AX, info@prodentra.org) of your decision to cancel this contract by a clear statement (for example, an e-mail). You may use the model cancellation form set out below, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated to us your cancellation from this contract, in comparison with the full coverage of the contract.
Digital content supplied immediately
Where you buy digital material that is made available to you straight away, we ask for your express consent in the order confirmation: consent to the supply beginning immediately, and an acknowledgement that you will lose your right to cancel once supply has begun. If you give that consent and we begin to supply the material, the 14-day right to cancel no longer applies to it.
If you do not give that consent, we will not begin supplying the material until the 14-day cancellation period has ended, and you keep your right to cancel during that period.
Losing the right to cancel does not affect your legal rights if the material is faulty, not as described, or not fit for a purpose that you made known to us before you bought it. In those cases you may be entitled to a repair or replacement, a price reduction, or a refund under the Consumer Rights Act 2015.
Two things follow from that wording and are worth saying in our own words. Starting work never removes the right to cancel a service: asking us to begin inside the 14 days affects only how much of the money comes back, not whether the right exists. And there is no version of this in which a payment simply cannot be returned.
5. How cancellation works out in practice
| Situation | What your team does | What we do |
|---|---|---|
| Cancelling within 14 days, before we have started | Tell us in a clear statement by email, or use the form below | Stop, and return everything paid within 14 days of being told |
| Cancelling within 14 days, having asked us to start inside those 14 days | Tell us in a clear statement by email, or use the form below | Stop, and return everything paid less an amount in proportion to the work carried out up to the moment we were told |
| Cancelling digital material after express consent was given for supply to begin at once, and supply has begun | Write to us if there is a problem with it. The right to cancel that material has gone; the rights over faulty or misdescribed material have not | Supply what the consent covered. Refund under those statutory rights where the material is faulty or not as described |
| Cancelling more than 14 days after the engagement confirmation | Give written notice by email at any time | Invoice the work done to that point, hand over what is finished, return anything paid for work not carried out. No penalty, no cancellation charge |
| A handover is faulty, incomplete or not as described | Write and say what is wrong with it | Put it right within a reasonable time and at no charge, or reduce the price, or refund, as section 9 sets out |
6. The model cancellation form
Completing this form is not obligatory: an email saying clearly that the contract is cancelled does the same job. It is reproduced here word for word from Schedule 3, Part B of the Regulations.
Statutory wording, reproduced without change
To Prodentra Catalog Workflows Ltd, 7 High Street, Kington, Herefordshire, HR5 3AX, info@prodentra.org:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
7. How the money comes back
What your team does
Send the cancellation to info@prodentra.org from an address we can recognise, and say which engagement it concerns. Nothing else is needed: no form to request, no reason to give, no notice period to serve.
What we do
Refund within 14 days of being told, to the same card, PayPal account or bank account the payment came from unless something else is expressly agreed. No fee is deducted for making the refund, and no administration charge, restocking charge or handling charge exists on our side to be applied.
8. Paying: methods, currency and the figure itself
Prices are in pounds sterling (GBP). The figure in the quotation is the full price with any tax already included, and nothing is added to it afterwards: no delivery charge, no handling fee, no card surcharge and no unavoidable extra of any other name.
Payment is made by card or through PayPal, on the secure payment link in the invoice email, or by bank transfer against the invoice. Card details are entered on the payment provider's own page and reach the provider: this company neither sees a full card number nor stores one. This website itself takes no payment and has no checkout, no basket and no account area.
9. Faulty, not as described, or not fit for the purpose
The Consumer Rights Act 2015 gives a consumer buyer the remedies below, and nothing on this page or in a quotation reduces them. A business buyer has the equivalent rights under the Supply of Goods and Services Act 1982.
- For the service itself, which must be carried out with reasonable care and skill: we perform it again, correctly and at no charge, within a reasonable time and without significant inconvenience. Where doing that is impossible or cannot be done in a reasonable time, the price is reduced by an appropriate amount, which may be the whole of it.
- For digital material, which must be of satisfactory quality, match its description and be fit for a purpose made known to us: we repair or replace it at no charge. Where that is impossible, or is not done within a reasonable time, the price is reduced by an appropriate amount, which again may be the whole of it, and the refund is made within 14 days of our agreeing to it.
A point recorded in the handover as an open query is not a fault. It marks something your team has still to confirm, and it closes when the confirmation arrives.
10. Telling us something is wrong
Write to info@prodentra.org, saying what was agreed and what is wrong with what arrived. We acknowledge within two working days and say what we propose to do about it within ten working days, in writing. Nothing on this page affects rights that cannot lawfully be excluded.
Prodentra Catalog Workflows LtdRegistered in England and Wales, company number 17304135
Registered office: 7 High Street, Kington, Herefordshire, HR5 3AX
Email: info@prodentra.org
Correspondence is by email.