At MARKHAVEN LIMITED, we aim to provide clear, professional, and effective marketing and advertising services for e-commerce and online businesses. Because our services are primarily digital and involve customised work, campaign preparation, strategy, analysis, and other services performed specifically for each client, our refund and cancellation terms are designed around the nature of these services.
MARKHAVEN LIMITED operates a one-time payment model for its service packages. Our packages do not automatically renew as subscriptions.
This Refund & Return Policy explains when refunds may be available, how cancellations are handled, and what you should do if you are dissatisfied with a service.
MARKHAVEN LIMITED
Website: https://markhaven.co.uk/
Email: [email protected]
Phone: +44 7853 160478
Address:
82a James Carter Road
Mildenhall
United Kingdom
IP28 7DE
MARKHAVEN provides digital marketing and advertising services, including:
Our services may involve customised research, campaign planning, advertising setup, strategic recommendations, analysis, optimisation, and other work performed specifically for a client.
Because these services are digital and may involve work commencing shortly after purchase, cancellation and refund eligibility can depend on whether work has started and the nature of the package purchased.
MARKHAVEN uses a one-time payment model.
This means:
If a particular service arrangement contains different payment terms, those terms will be clearly stated in the relevant quotation, invoice, or service agreement.
We want every customer to receive the service described in their selected package.
We aim to:
If you believe that the service delivered does not match the agreed scope, please contact us as soon as possible so we can investigate.
If you request cancellation before MARKHAVEN has started work, please contact us immediately.
Where applicable, we will assess the request based on:
Where a refund is legally or contractually due, we will process it in accordance with the applicable requirements.
Once work has started, the refund position may be different because MARKHAVEN may already have invested time and resources into the service.
Work may include:
If you request cancellation after work has started, we will review the circumstances and determine what refund or other remedy may be available under the applicable contract and law.
Our services are generally customised according to each client’s business requirements.
Once work has been completed or substantially performed, it may not be possible to “return” the service in the same way that a physical product can be returned.
For this reason, refunds for completed digital services will depend on the specific circumstances and applicable legal rights.
This does not remove any statutory rights that you may have.
If you purchase our services as a consumer, nothing in this policy is intended to remove or restrict your statutory rights.
Under UK consumer law, services must meet applicable legal requirements, including being performed with reasonable care and skill and conforming to the contract.
Depending on the circumstances, consumers may have rights to remedies where services do not meet applicable requirements.
The Consumer Rights Act 2015 provides statutory protections concerning services supplied to consumers. UK Government — Consumer Rights Act 2015
If you are a consumer purchasing services online or through another distance-selling method, you may have statutory cancellation rights in certain circumstances.
These rights can be subject to exceptions and specific requirements.
For example, where a consumer has requested that a service begins during a cancellation period, rules may apply concerning services already performed.
Where the law provides a cancellation right, MARKHAVEN will respect that right.
For current information about consumer cancellation rights, please refer to official UK Government guidance. UK Government — Consumer Contracts Regulations
To request a refund, contact us at:
Email: [email protected]
Please include:
Providing complete information can help us assess your request more efficiently.
When we receive a refund request, we may review:
We will then communicate the outcome of the request.
Where a refund is approved for a service that has not yet started, we will generally refund the eligible amount using the original payment method where reasonably possible.
Any legally permitted deductions or third-party amounts may be considered where applicable and where properly disclosed or agreed.
Where a service has partially been completed, the amount of any refund will depend on the circumstances.
We may consider:
Where applicable law requires a particular remedy, we will comply with those requirements.
Once all agreed deliverables have been supplied and the service has been completed, refunds may not ordinarily be available solely because a customer subsequently changes their mind.
However, this does not affect any statutory rights or remedies that apply where the service did not conform to the contract or applicable law.
If you believe that MARKHAVEN has not delivered the service according to the agreed scope, please contact us promptly.
We will investigate the issue and may, where appropriate:
We prefer to resolve legitimate service issues directly and fairly.
If your package includes revisions, revisions must normally relate to the original agreed scope.
A request that substantially changes the original project may be treated as additional work rather than a service defect.
For example, if a package includes the setup of one advertising campaign, requesting several additional campaigns after completion may fall outside the original scope.
Where additional work is requested, we may provide a separate quotation.
Our service fees and advertising-platform expenditure are generally separate.
For example, a customer may pay:
MARKHAVEN service fee + Google Ads spend
or:
MARKHAVEN service fee + social media advertising spend
Advertising money paid directly to Google, Meta, or another third-party advertising platform is generally governed by that platform’s own billing and refund policies.
MARKHAVEN cannot guarantee refunds of advertising expenditure controlled by a third-party platform.
Some services may require third-party products or services.
Examples may include:
Where these costs are separately charged, they may not be refundable by MARKHAVEN if the third-party provider does not provide a refund.
We will not knowingly represent a third-party cost as refundable when we do not control the relevant refund decision.
Marketing performance can vary significantly.
A customer is not automatically entitled to a refund simply because a campaign:
Advertising results can depend on many factors outside our control, including:
Unless a specific performance guarantee has been expressly agreed in writing, marketing performance is not guaranteed.
A customer cannot automatically request a refund solely because their business did not achieve the desired commercial outcome.
Our service is based on the agreed work and deliverables, not a guarantee of a particular business result.
For example, a campaign may be properly researched, configured, launched, monitored, and reported even if sales are lower than expected.
This does not prevent a customer from raising a legitimate complaint if the agreed service itself was not provided appropriately.
A refund may not be available for delays or incomplete work caused primarily by the customer.
Examples include:
We will make reasonable efforts to communicate when customer action is required.
MARKHAVEN may be unable to complete or operate certain advertising services if a third-party platform:
Where this happens, we may assist within the agreed scope, but we cannot control the third-party platform’s decision.
A third-party platform restriction does not automatically create a right to a refund for MARKHAVEN’s service fee.
We may refuse to provide or continue services if a customer’s activities, products, content, or instructions are unlawful or violate applicable advertising-platform policies.
This may include situations involving:
Refund eligibility in such circumstances will depend on the contract and applicable law.
If you accidentally make a duplicate payment for the same service, please contact us promptly.
Where we can verify that a genuine duplicate payment has occurred, we will review the payment and, where appropriate, refund the duplicate amount.
If you believe you have been charged an incorrect amount, please contact us at:
We will review the relevant invoice, payment record, and agreed package price.
If an incorrect charge is confirmed, we will take appropriate corrective action.
If you believe a payment was processed incorrectly, we encourage you to contact MARKHAVEN before initiating a payment dispute where reasonably possible.
We will investigate the matter and attempt to resolve legitimate payment issues promptly.
This does not restrict any rights you may have under applicable payment-provider rules or law.
Where a refund has been approved, we will generally initiate the refund within a reasonable period.
The time required for the refunded amount to appear in your account may depend on the payment method, payment processor, bank, or card issuer.
MARKHAVEN cannot guarantee the processing time of a third-party financial institution.
Where reasonably possible, approved refunds will be made using the original payment method.
We may request additional information where necessary to process a refund securely.
We will not knowingly send a refund to an unrelated third party without appropriate verification.
Where a payment was made in a currency other than GBP, the amount received by the customer after conversion may vary because of exchange-rate movements or payment-provider charges.
MARKHAVEN is not responsible for currency fluctuations imposed by banks or payment processors.
Where a refund is required by law, the applicable refund will be handled according to the relevant transaction and legal requirements.
MARKHAVEN’s core services are digital services.
We generally do not sell physical products through our standard marketing and advertising packages.
Therefore, there is normally no physical product to return.
If a future service involves physical goods, a separate return policy may apply.
Where a service includes digital deliverables, such as:
these may be delivered electronically.
Once a digital deliverable has been provided, the refund position will depend on whether the deliverable conforms to the agreed service and applicable law.
If you purchase additional services outside your original package, the cancellation and refund terms applicable to those services will depend on the specific agreement.
We may provide separate terms for additional work where necessary.
If your concern relates to service quality, we encourage you to contact us first and explain the problem.
This gives us an opportunity to investigate and, where appropriate, correct the issue.
Please contact:
We aim to handle complaints fairly and professionally.
When submitting a complaint, please provide:
We may request additional information if necessary.
Nothing in this Refund & Return Policy is intended to:
If applicable law gives you a right to a refund, repair, repeat performance, price reduction, cancellation, or another remedy, that right will continue to apply.
We aim to maintain refund terms that are clear and understandable.
We do not intend to use this policy to unfairly prevent customers from exercising rights provided by applicable consumer law.
UK consumer contracts must use fair and transparent terms, and businesses cannot simply exclude statutory consumer protections through contract wording. UK Government — Consumer contracts and unfair terms guidance
We may update this Refund & Return Policy from time to time.
Changes may be necessary because of:
The latest version will be published on our website.
The Last Updated date at the top of this policy will indicate when it was most recently revised.
If you have questions about this policy, want to request a cancellation, believe you are entitled to a refund, or want to make a complaint, please contact us.
Address:
82a James Carter Road
Mildenhall
United Kingdom
IP28 7DE
Email: [email protected]
Phone: +44 7853 160478
Website: https://markhaven.co.uk/
Our refund approach can be summarised as follows:
Before Work Begins
Contact us as soon as possible. Eligible refunds will be considered according to the applicable agreement and law.
After Work Begins
We will assess the amount of work completed, deliverables provided, applicable agreement, and legal rights.
After Completion
A refund is generally not provided merely because a customer changes their mind, subject always to applicable statutory rights.
Service Problem
Contact us so we can investigate and, where appropriate, correct the issue or provide another legally appropriate remedy.
Advertising Spend
Third-party advertising expenditure is generally subject to the advertising platform’s own policies and is separate from MARKHAVEN’s service fee.
Consumer Rights
Nothing in this policy removes or restricts rights that cannot legally be excluded.
Marketing & Advertising Services for E-Commerce and Online Businesses
E-Commerce PPC & Google Shopping Advertising
Social Media Advertising & Paid Campaigns
Retargeting & Remarketing Campaigns
Conversion Rate Optimization (CRO)
Website: https://markhaven.co.uk/
Email: [email protected]
Phone: +44 7853 160478
Address: 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE
Helping e-commerce businesses attract customers, optimize advertising, increase conversions, and achieve smarter, sustainable digital growth through strategic marketing.
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