Refund Policy

This policy describes how journylo handles payments, cancellations and refunds for the services it provides in and around Oxford. It applies to every order agreed with us by telephone, email or in person.

How prices and orders are agreed

Before any work begins, we agree the service and its price with you, in a written quotation or by email. A quotation is based on the information you give us and is valid for the period it states; the order is binding once you accept it and we confirm the date in writing.

Payment terms

Unless agreed otherwise, payment is due 14 days after we send the invoice by email, using one of the methods named on it. Advance payments or instalments, where agreed, are set out in the quotation with their amounts and dates. Open invoices are followed up with a written reminder, and interest may be charged where the law allows it.

How a refund is made

We return money through the method used for the original payment, normally within 14 days of agreeing the refund with you. If that method is no longer available, we ask for your bank details at [email protected] and transfer the amount free of charge. Services provided in full are not refunded; for partly finished work we charge the completed part and return the rest.

Complaints about our work

Complaints about the quality of a service should reach us at [email protected] within 14 days of the work being finished, or by telephone on 01865 430172 before then. We reply within a few working days and agree with you how the matter will be put right, by reworking the service or by refunding part of the fee.

Right to cancel

Consumers who conclude a contract with us at a distance or away from our business premises have a right to cancel it within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. A clear statement sent to [email protected] before that period ends is enough, and work you had already asked us to begin is then settled separately.