Refund Policy
At The PhoneFile, we strive to provide excellent service and customer satisfaction. Our refund policy is designed to be fair and transparent while ensuring that our business operations are conducted in compliance with relevant laws and regulations.
1. Eligibility for Refunds
Refunds may be considered under the following circumstances:
- The customer has made a payment for an advertisement placement in The PhoneFile but has not yet received the service.
- The customer has received the service but is dissatisfied due to a material breach of our agreement or the advertisement placement does not meet agreed-upon specifications.
- Refunds will not be provided for services that have been fully performed with the customer's agreement before the end of any applicable cooling-off period, as outlined in consumer protection regulations
2. Cooling-off Period
- For distance sales or sales made over the phone, customers may have a statutory cooling-off period during which they can cancel their order without giving a reason. This cooling-off period typically lasts for 14 days from the day the customer receives the service, as required by the Consumer Contracts Regulations.
- If a customer requests a refund within the cooling-off period and the service has not yet been fully performed, we will process the refund promptly in accordance with consumer protection regulations.
3. Refund Requests
- To request a refund, customers must contact our customer support team at sales@phonefile.co.uk. Refund requests must be made in writing and include relevant details, such as the invoice number, date of purchase, and reason for the refund request.
- The cut-off date for refund requests will be the print deadline communicated to the customer at the time of purchase. Once the PhoneFile goes to print, refund requests will no longer be accepted, as the service will have been fully performed.
4. Refund Processing
- Once a refund request is received and verified, we will process the refund within a reasonable timeframe.
- Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed upon with the customer.
- Any applicable fees or charges incurred in processing the refund (e.g., transaction fees) may be deducted from the refund amount.
5. Exceptions
- Refunds will not be provided in cases where the customer has received the service and is satisfied with the advertisement placement unless there has been a material breach of our agreement, or the advertisement does not meet agreed-upon specifications.
- We reserve the right to refuse refund requests that are deemed to be fraudulent, abusive, or in violation of our terms and conditions.
6. Dispute Resolution
In the event of a dispute regarding a refund request, we encourage customers to contact our customer support team to resolve the issue amicably. If a resolution cannot be reached informally, the dispute may be escalated to formal mediation or arbitration in accordance with our terms and conditions.
7. Amendments to the Refund Policy
We reserve the right to amend or update this refund policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
Contact Us
If you have any questions or concerns about our refund policy, please contact our customer support team via sales@phonefile.co.uk or our Contact Us page.
Last Updated: 23rd April 2024