Refunds & Cancellation Policy

Send us a clear statement that you want to cancel or request a refund. You can use any wording, but please include your order reference, the email address used at checkout, and the reason — the reason helps us resolve it, and for statutory cancellations you do not have to give one.

By email: hello@tradeflowsync.com

By post: GRAYBYTE LIMITED, 128 City Road, London, United Kingdom, EC1V 2NX

We will acknowledge your request and tell you our decision within 5 business days. If we need more information we will ask promptly rather than let the request sit.

Once a refund is approved we process it within 5 business days, back to the original payment method. We cannot refund to a different card or account.

After we process it, the money typically takes a further 5–10 business days to appear on your statement. That final step is controlled by your bank or card issuer, not by us.

Where you are cancelling under your statutory right described in section 3, we will refund you within 14 days of the day we are told of the cancellation.

If your payment was converted into another currency by your bank, the amount you receive back may differ slightly because of exchange rate movement between the payment and the refund. We refund the full amount we received in the currency we received it.

If you are a consumer buying online, you normally have 14 days to cancel without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 14 days run from the day the contract is formed, which is when we send your order confirmation.

This section applies to consumers only. Business customers do not have a statutory cancellation right, and cancellation for business customers is governed by the engagement document and our Terms of Service.

There is an important exception for digital content and for services that start straight away.

Digital content. You lose the right to cancel once delivery has begun, but only if both of the following are true: you gave express consent for delivery to begin before the end of the cancellation period, and you acknowledged at that point that you would lose your right to cancel. If we did not obtain both of those from you, you keep your full 14-day right to cancel.

Services. If you asked us to begin during the cancellation period and the service has been fully performed, the right to cancel is lost. If it has only been partly performed, you may still cancel and pay a proportionate amount for what was supplied up to that point.

Bespoke work. The right to cancel does not apply to goods or content made to your own specification or clearly personalised to you.

• Not yet started. If we have not begun work, you get a full refund.
• Started but not finished. We refund the balance after deducting a proportionate amount for the work actually carried out. We will show you how that figure was reached.
• Fully delivered. Where the service has been delivered in full and matches what was described, a refund is not normally due — except under section 6 below, or where a consumer's statutory rights say otherwise.
• Ongoing retainers. Cancel with notice as set out in the Terms of Service. We do not refund a period that has already been worked, and unused capacity does not roll over unless agreed.

If a service was not carried out with reasonable care and skill, or does not match what we described, tell us and we will put it right. Where we cannot put it right within a reasonable time and without significant inconvenience to you, you may be entitled to a full or partial refund.

For consumers, this is in addition to your rights under the Consumer Rights Act 2015, which are not affected by this policy. For business customers, the warranty section of our Terms of Service applies.

If you believe a payment is wrong, please contact us before raising a dispute with your bank. A chargeback takes far longer to resolve than a refund, and in most cases we can settle it directly the same week.

GRAYBYTE LIMITED, 128 City Road, London, United Kingdom, EC1V 2NX — or email hello@tradeflowsync.com.

Registered in England and Wales, company number 17400790.