Refunds, Cancellations & Payment Disputes

We want every client to be satisfied with our service. This policy explains how cancellations and refunds work for our professional administrative services. It does not affect your statutory rights.

1. Cancellation before work begins

If you cancel after accepting a quote but before we have started any work, you will receive a full refund of any amount paid.

2. Consumer right to cancel (14-day period)

If you are a consumer and the contract was agreed at a distance (by email or phone), you have the right to cancel within 14 days of agreeing the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to start work within this period, you agree that we may deduct a proportionate amount for the work already carried out up to the point you tell us you wish to cancel. If the service has been fully completed at your request within the 14 days, the right to cancel no longer applies.

3. Cancellation after work has started

If you cancel once work is in progress, we will refund the fee less a proportionate charge for the work completed, which we will itemise for you.

4. Completed services

Once a service has been fully delivered as described in the agreed quote, the fee is non-refundable, except where the service was not performed with reasonable care and skill.

5. If something goes wrong

If we make an error in our work, we will correct it free of charge. If we cannot put it right, we will offer an appropriate partial or full refund of our service fee.

6. Third-party decisions and fees

We provide administrative support only. Decisions made by organisers or other third parties are outside our control, and any fees you pay directly to third parties are governed by their own policies. Our refund obligations relate only to our own service fee.

7. How to request a cancellation or refund

Email info@eventregistrationgroup.com with your name, invoice number and the reason for your request, or call +44 7859 288912. We acknowledge requests within 2 business days.

8. Refund processing

Approved refunds are issued to the original payment method through Stripe within 5 business days of approval. Your bank or card provider may take a further 5–10 business days to show the credit.

9. Payment concerns and disputes

If you have any concern about a charge, please contact us before raising a dispute with your bank. Most issues can be resolved quickly and directly. We will:

• acknowledge your concern within 2 business days;
• review the quote, correspondence and work records;
• give you a written response within 10 business days.

If you are still not satisfied, you remain free to contact your card issuer. We will cooperate fully and provide relevant records to support a fair outcome.

10. Contact

Event Registration Group Ltd, 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom. Company No. 17508905.