Refund and cancellation policy

Mock & Roll is a trading name of IOL Marketing Ltd. We provide bespoke website design, development, hosting and support services primarily to business customers.

This policy explains how cancellations and refunds are handled for setup fees, monthly subscriptions and separately agreed work.

Our initial homepage mock-up is provided free of charge. As no payment is taken for this stage, no refund applies.

Your setup fee covers the agreed website build, onboarding and initial project work.

Work may be scheduled or begin after your order is approved and payment is received.

If you cancel before work has started, please contact us. Where no work or non-refundable third-party cost has been incurred, we will refund the setup fee.

Once work has started, setup fees aren't normally refundable simply because you have changed your mind. If only part of the agreed work has been completed, we may consider a fair partial refund based on the work completed and any costs already incurred.

If we're unable to deliver a material part of the agreed service, we'll first try to resolve the issue. Where we can't do so, we'll provide an appropriate partial or full refund.

Monthly plans are billed in advance.

You can ask to cancel your subscription at any time before its next renewal date. Unless we agree otherwise, your service will continue until the end of the billing period you've already paid for.

Monthly subscription payments aren't normally refunded for part-used billing periods. This doesn't apply where we've charged you incorrectly or haven't provided the agreed service.

Plan changes and cancellations must be requested through Mock & Roll. They can't be completed automatically through the Stripe customer portal because we need to confirm how the change affects your website and service.

Any additional work will be agreed with you before it begins.

If you cancel after additional work has started, any refund will reflect the work already completed and any third-party costs already incurred.

If you believe you've been charged incorrectly or more than once, contact us as soon as possible. We'll investigate and refund any payment taken in error.

If something hasn't been delivered as agreed, please contact us so we can investigate and try to resolve it.

Where an issue can't be resolved, we may provide a partial or full refund depending on the circumstances and the work delivered.

Contact us using the support email shown on this website and include:

• Your name
• Your business name
• Your order or invoice reference
• The reason for your request

We'll confirm that we've received your request and explain the next steps. Approved refunds will be returned to the original payment method. Your bank or card provider may take additional time to show the refund.

Nothing in this policy excludes or limits any rights or remedies that can't legally be excluded.

Although our services are intended for business customers, if you purchase as a consumer, your applicable statutory rights remain unaffected.

See our terms of service and privacy policy. To get in touch, email help@letsmockandroll.com.