SMYLYX LTD (“we”, “us”, “our”) is a company registered in England & Wales under company number 10325550, with its registered office at 1st Floor Prospect House, Rouen Road, Norwich, Norfolk, NR1 1RE.
We want you to be satisfied with what you buy. This policy explains when you can cancel, when you are entitled to a refund, and how to ask for one.
Consultancy and advisory engagements
Booked sessions may be rescheduled or cancelled free of charge with at least two full working days' notice, and we will refund in full or move the booking, whichever you prefer. With less than two working days' notice the fee is non-refundable, because the time has been reserved and cannot be resold — though we will always try to move the session where we reasonably can.
For longer engagements, cancellation is governed by the notice provisions of the agreed proposal. You pay for work properly performed up to the date of termination; anything paid in advance and not yet earned is refunded.
Fixed-fee reports and reviews
If you cancel before work has begun, you receive a full refund. If you cancel after work has begun but before delivery, we refund the balance not yet earned, having accounted for time already spent. Once the report has been delivered, the fee is non-refundable — but if the deliverable does not match what was described, tell us and we will put it right at our cost.
Digital products
Digital downloads are supplied immediately. Where you are a consumer, you have a statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — but by starting the download you expressly request immediate supply and acknowledge that you lose that right once supply has begun. You are asked to confirm this at checkout.
This does not affect your rights if the product is faulty, not as described, or does not work as it should. In that case contact us and we will repair, replace or refund it.
Faulty or misdescribed goods and services
Nothing in this policy limits your statutory rights. If something we supply is not of satisfactory quality, not fit for purpose, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015 (if you are a consumer) or under the Sale of Goods and Supply of Services legislation applicable to business contracts.
How to request a refund
Email welcome@smylyx.online with your order number and a short explanation. We acknowledge every request within two working days and aim to resolve it within five. Approved refunds are returned to the original payment method within 14 days.
If you are not satisfied with the outcome
Please use our complaints procedure. If you paid by card or through a payment provider you may also have rights to raise the matter with them.