Cancellation & Refunds

01 Introduction

This Cancellation & Refunds Policy explains the arrangements that apply when a customer wishes to cancel an order or request a refund for services supplied by SEQUENCE PUBLISHING LTD.

Our services consist of remote music assessment and production guidance. Depending on the service selected, the agreed deliverables may include written feedback, recorded audio commentary and production recommendations.

We aim to make the cancellation process clear before an order is placed. This policy should be read alongside our Terms & Conditions and Service Delivery Policy.

02 Scope of this policy

This policy applies to service orders placed through our website or another agreed ordering method where the relevant service is supplied by SEQUENCE PUBLISHING LTD.

It covers:

• Customer requests to cancel an order.
• Statutory cancellation rights for eligible distance contracts.
• Requests made before or after assessment work has started.
• Refunds where a service has not been supplied as agreed.
• Situations where we are unable to complete an accepted order.

Nothing in this policy excludes or restricts any consumer right or remedy that cannot lawfully be excluded or restricted.

03 Before placing an order

Customers may contact us to discuss a proposed assessment before purchasing a service. We will review the enquiry and, where the work is suitable, confirm the proposed scope, applicable fee and estimated delivery period.

An enquiry is not a confirmed order. No payment obligation or service commitment arises solely from submitting an enquiry or discussing a possible project.

Before completing an order, customers should check:

• The selected assessment service and its included deliverables.
• The number and approximate duration of tracks covered.
• The agreed assessment requirements and any stated exclusions.
• The confirmed price and applicable delivery estimate.
• Whether the customer is requesting the service to begin during the statutory cancellation period.

If any part of the proposed service is unclear, customers should contact us before placing the order.

04 Consumer cancellation period

Where a customer is a consumer entering into an eligible distance contract for services, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may provide a statutory cancellation period of 14 days.

For a service contract, the 14-day period normally begins on the day after the contract is entered into.

During the applicable cancellation period, a consumer may exercise their right to cancel without giving a reason. The customer does not have to use a particular cancellation form, although we recommend providing written notice so that the request can be identified and recorded.

How the cancellation period is calculated

For an eligible service contract, the cancellation period is generally 14 calendar days starting the day after the contract is made. Weekends and public holidays are included in this statutory period.

Customers should send their cancellation notice before the end of the applicable period. We will acknowledge the request using the contact details provided where reasonably practicable.

05 Starting services during the cancellation period

A customer may ask us to begin the assessment before the end of the 14-day statutory cancellation period. For example, the customer may prefer the review to begin shortly after submitting the required music files.

Where this is requested, we will obtain the customer’s express request before beginning the service during the cancellation period. The request and any required acknowledgement will be handled through the applicable order process.

If the customer subsequently cancels during the statutory cancellation period after expressly requesting an early start, they may be required to pay an amount proportionate to the service actually supplied up to the point they informed us of the cancellation, where permitted by law.

This amount will be assessed by reference to the agreed service, the work already carried out and the applicable statutory requirements. It will not automatically be treated as the full order price.

When the right to cancel may end

For a service contract, the statutory right to cancel may be lost once the service has been fully performed during the cancellation period, but only where the customer gave the required prior express consent to begin performance and acknowledged that the right to cancel would be lost once the contract had been fully performed.

We will not assume that a customer has given this consent merely because they have paid for an order, submitted music files or used the website.

06 Cancellation after work begins

If a customer wishes to cancel after assessment work has started, the outcome will depend on the timing of the request, the applicable statutory rights, the customer’s instructions and the work already supplied.

Where the statutory cancellation period still applies and the customer expressly requested an early start, a proportionate charge may be payable for the part of the service already performed, subject to the requirements of applicable law.

Where the statutory cancellation period has ended, or the statutory right has lawfully ceased following full performance, any cancellation or refund request will be considered under the agreed contract terms and applicable consumer law.

We will consider the actual circumstances rather than applying an automatic rule that all orders become non-refundable once any work has started.

07 How to cancel an order

Customers may submit a cancellation request by email. A statutory cancellation notice does not need to follow a particular format, provided that it clearly communicates the decision to cancel.

Information to include

• Customer name.
• Order number, if available.
• Email address used when placing the order.
• The service purchased.
• A clear statement that the customer wishes to cancel.

Please send the request to: enquiries@sequencepublishing.services .

If the request concerns a statutory cancellation right, customers should ensure that the notice is sent before the applicable cancellation period expires.

We may contact the customer if further information is reasonably needed to identify the relevant order or process the request. A request will not be rejected solely because the customer has not used a particular form.

08 Refund arrangements

Where a refund is due, it will normally be returned using the original payment method, unless the customer expressly agrees to another method.

For eligible statutory cancellations, refunds will be processed within the period required by the Consumer Contracts Regulations 2013. For a service contract, this is generally within 14 days after we are informed of the customer’s decision to cancel, subject to any applicable statutory provisions.

Where a proportionate payment is lawfully due for services already performed following an express request for early commencement, the amount payable will be taken into account when calculating the refund.

Refund method and payment processing

Refunds are normally issued to the payment card or account used for the original transaction. The time taken for the funds to appear in the customer’s account may depend on the payment provider and the customer’s financial institution.

We will confirm when a refund has been initiated where reasonably practicable. The date on which the funds become available may be outside our direct control.

Partial refunds

A partial refund may be appropriate where only part of a service has been supplied and the applicable contract terms and consumer law allow an adjustment. Any calculation will take account of the work actually performed and the relevant legal requirements.

09 Cancellation by SEQUENCE PUBLISHING LTD

In some circumstances, we may be unable to proceed with an accepted order. This could arise where the requested work falls outside our stated service scope, essential material cannot be accessed or an unforeseen circumstance prevents us from completing the agreed assessment.

If we need to cancel an order, we will contact the customer and explain the position. Where the agreed service has not been supplied and no lawful deduction applies, the customer will receive a refund of the relevant amount paid.

If part of the service has already been supplied, we will consider the work completed, the outstanding deliverables and the customer’s applicable legal rights when determining the appropriate resolution.

We will not substitute a materially different service or impose an alternative arrangement without the customer’s agreement.

10 Delivery issues and service errors

If a customer believes that the service delivered does not match the agreed order, they should contact us with a description of the issue.

Examples may include:

• An agreed written assessment has not been received.
• A file or delivery link cannot be accessed.
• An agreed component of the service appears to be missing.
• The delivered material relates to a different brief or track.
• The service supplied materially differs from the confirmed scope.

We will review the concern against the order confirmation and the deliverables supplied. Depending on the circumstances, an appropriate response may include providing a missing item, correcting an identifiable delivery error, or considering another remedy available under applicable law.

Customers should contact us as soon as reasonably possible after identifying a delivery issue. This request does not reduce any statutory rights or remedies.

11 Situations requiring individual review

Not every cancellation or refund request will have the same outcome. We will assess requests according to the order circumstances, the service status and applicable law.

The following circumstances may affect how a request is handled:

• The customer has supplied incomplete or inaccessible material.
• The customer has changed the original brief after work has started.
• Additional work has been requested and separately agreed.
• The assessment has been partly or fully completed.
• The customer has requested early commencement during the statutory cancellation period.

These circumstances do not automatically remove statutory cancellation rights or other consumer remedies. Any amount retained or deducted must have a lawful basis and be assessed in accordance with the applicable circumstances.

12 Questions and complaints

If a customer is dissatisfied with a cancellation decision, refund calculation or the handling of a request, they may contact us by email with the relevant order details and an explanation of the issue.

We will review the information provided and respond within a reasonable period. If further information is required, we may contact the customer to clarify the circumstances.

We aim to resolve concerns directly and fairly. Nothing in this section limits a customer’s right to pursue any remedy available under applicable law.

13 Contact information

For cancellation requests, refund enquiries or questions about this policy, please contact: