Legal
Delivery and Refunds
How the report reaches you, how to change your mind, and how the money comes back. The tinted clauses carry wording laid down by the regulations, and where a clause is our own it says so underneath.
How to read the marks
Every clause below carries two marks: whether it bears on somebody buying as a consumer, outside any trade or business of their own, and whether it bears on somebody buying for a business. A good deal of what follows applies to one and not the other, and the 14-day right to cancel is the clearest case of it.
- Applies The clause holds for that kind of buyer as it is written.
- In part It holds with the limit the clause itself sets out. Read it rather than the mark.
- Does not apply It has no effect on that kind of buyer. Nothing is being taken away from anyone: it was never theirs.
This edition
16 September 2026
The edition on this page is the one in force. A changed page is published here carrying a new date, and the edition that governs an order is the one in force on the day its confirmation was sent.
What arrives
The report for the run the order describes: the matrix of what was covered, a finding for each fault with its priority, class, page, browser, width and device, the steps to reproduce it, what should have happened, what did, and a screenshot of each.
Every part of it is a file. There is no physical item in an order, nothing is sent by post, and there is no delivery charge, because there is nothing to deliver in the physical sense.
How it arrives
Attached to an email, or as a download link sent by email where the files are too large to attach. A link stays live for the period stated in the email carrying it, and a fresh one is issued free of charge if it lapses before you have the files.
It goes to the address on the order unless you tell us another one in writing before delivery.
The date it is due
The date is in the written quotation and repeated in the order confirmation. It runs from the day the list of pages, any access the run needs and any payment due up front are all with us.
Where no date has been agreed and you order as a consumer, the work is carried out within a reasonable time, as section 52 of the Consumer Rights Act 2015 requires. Every quotation here settles a date before anything is run, so that is a backstop rather than the route an order takes.
The date in the quotation binds us to a business customer in the same way. The statutory backstop in the paragraph above does not: section 52 is part of the consumer regime, which is why this clause is marked "in part" for a business rather than "applies".
If nothing has arrived
- Check the address we have been writing to, and the folder your mail filter may have put it in.
- Tell us at connect@webglory.org and it is sent again, to another address if you prefer.
- If it still has not reached you, set us a further reasonable period in writing. Where that passes too, a consumer may ask for a reduction in the price under section 56 of the Consumer Rights Act 2015, and where the failure is serious may end the contract and have back everything paid for what was not supplied.
The first two of those apply to anybody. The third is the consumer regime, and a business order is governed instead by T-14 of the terms of service, which is why the mark here reads "in part" for a business.
How payment is taken
Prices are in pounds sterling (GBP). The quotation states one total figure, that figure includes any tax due on it, and nothing is added to it afterwards.
Payment is by bank transfer against an invoice, by card, or through PayPal, on the secure payment link on the invoice we email you. This website takes no payments and has no checkout. Card details are entered on the payment provider's own page, are handled by that provider, and never reach us.
Changing your mind
If you order as a consumer you have 14 days from the day the contract is made to cancel, without giving a reason. The clauses that follow set that out, the first two and the form in the words the regulations lay down.
Two things are worth knowing before reading them.
- If you ask us to start during those 14 days, you keep the right to cancel, and you pay a proportionate amount for the work done up to the moment you tell us.
- If you ask for material to be handed over straight away and give the consent described in D-09, the right to cancel stops applying to that material once supply has begun.
Nothing else takes the right away, and nobody is asked to give it up as a condition of ordering. On a business order the 14-day right does not apply and cancellation is as T-14 of the terms of service describes.
Right to cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right to cancel, you must inform us (WebGlory LTD, 167-169 Great Portland Street, London, England, W1W 5PF, connect@webglory.org) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Reproduced word for word from the model cancellation instructions in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Two things are filled in rather than altered: the variant the regulations give for a contract for services, which supplies "of the conclusion of the contract", and this company’s own name, address and email where the model leaves a space for the trader’s. The limbs dealing with goods are left out, because nothing in an order here is a good. Nothing else is changed, including the abbreviations. The model form it refers to is set out further down this page.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the reimbursement without undue delay, and not later than 14 days from the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.
Reproduced word for word from the same Schedule, including the closing paragraph the regulations provide where performance began during the cancellation period, and including the mention of delivery costs exactly as the model writes it - there are none in an order here for it to bite on. The limbs dealing with returned goods are left out, because nothing in an order here is a good, and the trader’s details are filled into the space the model leaves for them. Nothing else is changed.
Material handed over straight away
Where you buy digital material that is made available to you straight away, we ask for your express consent in the order confirmation: consent to the supply beginning immediately, and an acknowledgement that you will lose your right to cancel once supply has begun. If you give that consent and we begin to supply the material, the 14-day right to cancel no longer applies to it.
If you do not give that consent, we will not begin supplying the material until the 14-day cancellation period has ended, and you keep your right to cancel during that period.
Losing the right to cancel does not affect your legal rights if the material is faulty, not as described, or not fit for a purpose that you made known to us before you bought it. In those cases you may be entitled to a repair or replacement, a price reduction, or a refund under the Consumer Rights Act 2015.
This is the position under regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, stated in our own words rather than quoted: the regulations lay down no model text for it. The right to cancel is lost only where supply begins with the consumer’s express consent and their acknowledgement that it will be lost. There is no checkout on this site, so both are taken in the written order confirmation instead.
How to give notice
A clear statement is enough. Write to connect@webglory.org, or post a letter to the registered office, saying who you are, what you are cancelling and when you ordered it.
The form in D-12 may be used, but you do not have to use it. What counts is the day you send the message, not the day it reaches us, so a message sent on the fourteenth day is in time. Every cancellation is acknowledged in writing, so that you have a record of it.
When the money comes back
- Within 14 days of the day we are told, and sooner where we can.
- By the same means you paid: a card payment goes back to the card, a PayPal payment to the PayPal account, a transfer to the account it came from. Another means only if you expressly agree to it.
- Free of charges. No fee is taken out of a refund, by us or by the payment provider.
- Where you asked us to start during the cancellation period, we keep an amount in proportion to the work done up to the moment you told us, and return the rest. We show how that amount was worked out.
A business customer has no 14-day right, so there is nothing here to exercise; where a business order is ended under T-14 of the terms, anything paid for work not done comes back on the same terms as the bullets above. That is why this clause is marked "in part" rather than "does not apply".
Model cancellation form
To WebGlory LTD, 167-169 Great Portland Street, London, England, W1W 5PF, connect@webglory.org:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the provision of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
The model cancellation form set out in Part B of Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reproduced word for word with this company’s details filled into the space the model leaves for them. Copy it into an email, or print it and post it. It is the form the clause above refers to.
If the report is not right
These remedies are the ones the Consumer Rights Act 2015 gives a consumer. They apply whatever else is written on this site, and losing the right to cancel under D-09 does not touch them.
- The testing, as a service. If it has not been carried out with reasonable care and skill, you may require repeat performance: the work is done again, at no cost to you, within a reasonable time and without significant inconvenience to you (section 55). Where repeat performance is impossible, or is not done in a reasonable time, you may require a reduction in the price, of up to the whole of it (section 56).
- The report, as digital content. If it is not of satisfactory quality, not fit for a purpose you made known to us, or not as described, you may require a repair or a replacement. Where that is impossible, or is not done within a reasonable time and without significant inconvenience, you may require a reduction in the price or, in the cases the Act provides for, a refund (sections 42 to 45).
- On a business order, those sections do not apply. We put right anything that does not match the order if you tell us within a reasonable time of delivery, which is why this clause is marked "in part" for a business.
Whichever applies, the practical route is the same: write to connect@webglory.org, name the findings and say where the report differs from what the order describes.
Complaints
Write to connect@webglory.org, or by post to the registered office. A complaint is acknowledged within 3 working days and answered in full within 14 days; if it will take longer, we say so inside the 14 days and say when to expect an answer.
We do not belong to an alternative dispute resolution scheme, so none is named here. If a complaint cannot be settled between us, you remain free to take the matter to court.
This edition
This page is dated 16 September 2026.
A changed page is published here carrying a new date. The edition that applies to your order is the one in force on the day your order confirmation was sent, and a copy of it is sent on request.