1. Scope of this policy
This policy applies only to payments made directly to City on the Hill for services such as paid profiles, memberships, events, training or digital services. Free listings do not involve a payment and therefore do not create a refund entitlement.
Purchases completed on a listed provider’s external website are governed by that provider’s terms and refund policy. Contact the provider directly about those transactions.
2. Your statutory rights
Nothing in this policy limits rights that cannot lawfully be excluded. Services must be provided with reasonable care and skill, and digital content must meet the standards required by applicable consumer law. If something is faulty, misdescribed or not supplied as agreed, contact us so we can investigate and provide the appropriate remedy.
3. Consumer cancellation period
If you are a UK consumer buying a service online, you will normally have 14 days from the day after the contract is made to cancel without giving a reason, unless an exception applies. Tell us clearly by email before the cancellation period ends.
If you ask us to begin a service during the cancellation period, we may charge a proportionate amount for work supplied before cancellation. Where a service is fully performed during that period after your express request and acknowledgement, the cancellation right may end once performance is complete.
For digital content supplied immediately, you may be asked to consent to immediate supply and acknowledge that the cancellation right will be lost once supply begins, where the law permits.
4. Profiles and memberships
A paid profile or membership can be cancelled in accordance with the billing terms shown at purchase. Cancelling normally stops future renewal rather than removing access already paid for. If a statutory cancellation right applies, or we fail to provide the purchased service, we will refund the amount due.
We do not normally refund a completed review, setup or promotional service merely because expected leads, sales, introductions or outcomes were not achieved; no particular commercial outcome is guaranteed.
5. Events
Event-specific cancellation terms will be displayed before booking. If City on the Hill cancels an event, we will offer a refund of the ticket price paid directly to us or, with your agreement, a transfer or credit. We are not responsible for separate travel, accommodation or other costs unless the law requires otherwise.
If an event is rescheduled or materially changed, we will explain the available transfer, credit or refund options. A substitute speaker or reasonable programme adjustment will not automatically make the event refundable.
6. Business purchases
Statutory consumer cancellation rights generally do not apply where you buy wholly for business purposes. Business refunds and credits are governed by the order terms or written agreement, together with mandatory law.
7. How to request a cancellation or refund
Email us with your name, purchase email, service or event, payment date, order reference if available, and the reason for your request. Do not send complete payment-card details. We may ask for reasonable evidence needed to locate the transaction or assess the request.
Questions about this policy can be sent to info@cityonthehillglobal.com.
8. Refund method and timing
Approved refunds are made to the original payment method unless agreed otherwise. We aim to process them promptly and, where consumer law sets a deadline, within that deadline. Your bank or payment provider may take additional time to display the funds.
9. Chargebacks
Please contact us first so we can investigate. This does not affect your right to contact your payment provider or exercise any statutory remedy.