Legal
Refund Policy
This policy explains when a refund may be available and how to request one.
Digital content and the right to cancel
InvoiceHarbour Cloud packages are digital content supplied electronically. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have fourteen days to cancel a distance contract.
For digital content, that right ends once supply has begun with your express consent and your acknowledgement that the right to cancel will be lost. Where access has not yet been supplied, the fourteen-day right remains available.
When a refund will be given
- The package has been paid for but digital access or setup information has not yet been supplied and you cancel within fourteen days.
- The software as delivered is faulty, not as described, or does not provide the features listed for the package purchased, and the issue cannot be corrected within a reasonable time.
- A duplicate or accidental payment has been taken.
When a refund will not normally be given
- The package has been delivered and works as described, but you have changed your mind after supply began with your consent.
- The software has not produced a commercial outcome such as rankings, traffic, engagement or sales; no such outcome is promised.
- A requirement outside the purchased package was expected but was never included in it.
- Access has been shared beyond the permitted user limit or used in breach of the Acceptable Use Policy.
How to request a refund
Email contact@invoiceharbour.co.uk with your order reference, the email address used at checkout, the date of purchase and a description of the problem. Requests are acknowledged within one business day.
Where the issue is a fault, we will first attempt a repair or replacement within a reasonable time, as UK consumer law provides. If that is not possible, a refund will be issued.
How refunds are paid
Approved refunds are issued through Stripe to the original payment method. Stripe typically returns funds within five to ten business days, depending on your bank or card issuer.
Partial refunds may be appropriate where part of a package has already been supplied and used.
If you disagree with a decision
You may escalate through the Complaints Procedure. Your statutory rights are unaffected, and you retain the right to seek independent advice from Citizens Advice or to pursue a claim through the courts.
Contact
Questions about this document can be sent to contact@invoiceharbour.co.uk or posted to 307 Plumstead High, SE18 1JX, United Kingdom.
InvoiceHarbour Cloud is independently owned and operated by Aisha as a sole trader in the United Kingdom. This document is provided for transparency and does not constitute legal advice. It has not been reviewed or approved by a solicitor. Nothing in this document removes or limits your statutory rights as a consumer in the United Kingdom.
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