Refund and Cancellation Policy
How cancellations and refunds work for each type of service, and the statutory rights that apply.
Last updated: 9 November 2026
How this policy works
Most of our work is bespoke and agreed in a written Proposal. This policy applies unless your Proposal sets out different terms. It forms part of our Terms and Conditions. To cancel or request a refund, email hello@vantorel.org.
If you are a consumer: your 14-day right to cancel
If you are an individual buying outside your trade or business and we agreed the contract at a distance, such as by email or online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 usually give you 14 days from the date of the contract to cancel, without giving a reason.
- Tell us clearly by email or post within those 14 days. You can use any wording, and a model form is available on request.
- If you asked us to begin during the 14 days, you pay a proportionate amount for the work done before you cancelled.
- If you asked us to begin and acknowledged that you would lose this right once the service is complete, you cannot cancel a service that has been fully performed.
- We refund you within 14 days of your cancellation, using the same payment method unless you agree otherwise.
Under the Consumer Rights Act 2015, consumers can also ask us to redo work that wasn’t carried out with reasonable care and skill or, if that isn’t possible, can ask for a price reduction. Nothing in this policy reduces those rights.
Cancellation by service
| Service | Cancelling | What is refundable |
|---|---|---|
| Fixed-scope projects, including our Launch plan | By written notice at any time | Amounts paid for work not yet started. You pay for completed milestones, work in progress and committed third-party costs |
| Monthly team, including our Scale plan | 30 days’ written notice to pause, rescale or end | Any fees paid for periods after the notice ends |
| Enterprise engagements | As stated in the Proposal | As stated in the Proposal |
| Marketing retainers | 30 days’ written notice, after any minimum term in the Proposal | Fees for periods after the notice ends |
| Security testing | Free rescheduling with 5 working days’ notice | Prepaid fees, less the cost of tester time we cannot reassign if notice is shorter |
| E-book publishing and marketing | By written notice before the relevant stage begins | Fees for stages not started. Completed editing, design, conversion and listing work is not refundable |
Costs we cannot refund
- Advertising spend already paid to, or committed with, a platform such as Google, Meta, LinkedIn, Amazon or BookBub
- Software licences, domains, ISBNs and other third-party purchases made for you with your approval
- Retailer, distributor or platform fees that have already been charged
Refunds of e-books purchased by readers are handled by the retailer under its own policy.
When something isn’t right
If a deliverable doesn’t meet the agreed scope, please tell us promptly so that we can fix it. Software defects reported within 30 days of launch are corrected at no cost, as described in our Terms and Conditions. A commercial result that falls short of a target, such as a sales or ranking figure, is not by itself grounds for a refund, because we do not guarantee those outcomes.
If we need to cancel
If we have to cancel an engagement for reasons within our control, we refund amounts you have paid for work we have not delivered and hand over completed work.
Timing
Once a refund has been agreed, we pay it within 14 days using the original payment method where possible. If you are unhappy with a decision, please use our Complaints Procedure.