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EERA Cancellation & Refund Policy

Version 1.0
Effective date: 18 October 2026
Policy reference: 2026-10-18-v1.0

1. About this policy

This policy explains how cancellations, rescheduling, refunds and access changes are handled for services, resources and purchases supplied by EERA LTD.

Legal company: EERA LTD
Company number: 17504364
Registered office: 108 Peckham High Street, London, England, SE15 5ED
Email: contact@eerauk.com
Telephone: 020 8050 3629
Website: www.eerauk.com

References in this policy to “EERA”, “we”, “us” or “our” mean EERA LTD.

References to “you” or “your” mean the person or organisation purchasing, booking or receiving the relevant service or resource.

2. What this policy covers

This policy may apply to:

  • career-development services;

  • CV and LinkedIn support;

  • interview preparation;

  • coaching and development sessions;

  • training;

  • business consultancy;

  • recruitment-related optional services;

  • branding and creative services;

  • downloadable resources;

  • digital workspace access;

  • workshops and programmes;

  • consultations and appointments;

  • talent-development services;

  • and other services purchased through the EERA Wix website or agreed directly with EERA.

The exact service, price, delivery timetable and cancellation arrangements may also be stated in:

  • a product page;

  • booking page;

  • checkout;

  • proposal;

  • order confirmation;

  • service agreement;

  • programme rules;

  • invoice;

  • or other written terms.

Where a specific written agreement provides a different lawful cancellation or refund arrangement, that specific agreement takes priority over this general policy.

Nothing in this policy limits a right or remedy that cannot lawfully be excluded.

3. Work-finding services are not charged to candidates

EERA does not charge work-seekers for finding or trying to find employment.

You do not need to purchase:

  • CV writing;

  • coaching;

  • branding;

  • training;

  • digital resources;

  • portfolio support;

  • or any other optional paid service

in order to register with EERA, receive ordinary work-finding services or be considered fairly for suitable opportunities.

Buying an optional service does not guarantee or improve:

  • recruitment priority;

  • an interview;

  • an introduction;

  • employment;

  • a placement;

  • or an employer’s decision.

Optional paid services are separate from EERA’s work-finding activity and will be described in separate written terms before they begin.

4. How to request a cancellation

To cancel a service, resource, booking or order, contact EERA using:

Email: contact@eerauk.com
Post: EERA LTD, 108 Peckham High Street, London, England, SE15 5ED
Telephone: 020 8050 3629

Email is the recommended method because it creates a dated written record.

Your cancellation request should include:

  • your full name;

  • the email address used for the order;

  • order, invoice, booking or service reference;

  • the service or resource concerned;

  • the date of purchase;

  • and a clear statement that you wish to cancel.

You do not need to use particular words, but your intention to cancel must be clear.

EERA may ask for reasonable information to verify the request and identify the correct order.

A model cancellation form appears at the end of this policy.

5. Consumer cancellation period for online service contracts

Where you are acting as a consumer and enter into a qualifying service contract online or at a distance, you will normally have 14 days from the day after the contract is entered into in which to cancel without giving a reason.

This right may not apply in every situation. For example:

  • you may have expressly requested that the service begin during the cancellation period;

  • the service may have been fully performed after the required request and acknowledgement;

  • the contract may fall within a statutory exception;

  • or you may be acting wholly or mainly for business purposes.

EERA will not describe a statutory right as unavailable merely because work has been scheduled or payment has been taken.

6. Asking EERA to start a service early

You may ask EERA to begin a service before the 14-day consumer cancellation period has ended.

Where the law requires it, EERA will obtain an express request from you before beginning early.

The request may use wording such as:

I expressly request that EERA begins providing this service before the end of my 14-day cancellation period. I understand that, if I cancel after work has begun, I may have to pay a proportionate amount for the service provided up to the time I cancel.

If you cancel after making a valid early-start request, EERA may charge a fair and proportionate amount for work properly completed before EERA received your cancellation.

The amount will be based on:

  • the agreed total price;

  • the work actually completed;

  • the stage reached;

  • and any relevant service breakdown provided before purchase.

EERA will not impose an additional cancellation penalty.

If EERA begins a service during the cancellation period without obtaining a required express request or providing the required information, you will not be charged for that early performance where the law says no payment is due.

7. Fully completed services

Where:

  • you expressly requested that a consumer service begin during the cancellation period;

  • you acknowledged that the cancellation right would end once the service was fully performed;

  • and EERA fully performs the service,

your statutory right to cancel that service may end.

This does not remove your rights where the service was:

  • not performed with reasonable care and skill;

  • materially different from its description;

  • not completed as agreed;

  • or otherwise defective.

8. Digital downloads and immediately accessible resources

Digital content may include:

  • downloadable guides;

  • templates;

  • workbooks;

  • videos;

  • recordings;

  • digital toolkits;

  • online resources;

  • and immediately accessible digital materials.

Where you are a consumer, EERA will not normally supply paid digital content during the 14-day cancellation period unless you:

  1. expressly agree that supply may begin immediately; and

  2. acknowledge that your statutory right to cancel will be lost once supply begins.

The checkout wording may state:

I expressly consent to immediate supply of the digital content and acknowledge that I will lose my 14-day cancellation right once the download or access begins.

If the required consent and acknowledgement have been given and supply has begun, a change-of-mind refund will not normally be available.

If the required consent and acknowledgement were not properly obtained, your statutory cancellation right may continue.

Digital content must still be:

  • as described;

  • of satisfactory quality;

  • fit for its stated purpose;

  • and supplied with reasonable care.

If digital content is faulty, corrupted, inaccessible or materially misdescribed, contact EERA so that we can investigate and provide an appropriate remedy.

A remedy may include:

  • replacement access;

  • correction;

  • repair;

  • repeat supply;

  • a price reduction;

  • or refund,

depending on the circumstances and your legal rights.

9. Optional paid services for work-seekers

A work-seeker may cancel or withdraw from an optional paid service that is separate from work-finding without suffering a detriment or cancellation penalty, subject to giving the written notice permitted by the applicable employment-agency rules.

For ordinary optional services, EERA will not require more than five working days’ written notice.

EERA does not currently offer living accommodation under this policy. If that changes, separate written terms will be provided.

The separate optional-service terms will identify:

  • the goods or service;

  • the price;

  • who is providing it;

  • the required notice;

  • any amount payable for services already lawfully supplied;

  • and any applicable refund or rebate.

Where both consumer cancellation law and employment-agency protections apply, EERA will apply the applicable protection and will not use one set of terms to reduce a stronger legal right.

Cancelling an optional service will not disadvantage you in EERA’s work-finding activities.

10. Consultations, appointments and bookings

The booking page or confirmation may state a service-specific:

  • cancellation period;

  • rescheduling window;

  • non-attendance term;

  • or deposit arrangement.

Those terms must be provided before the booking is completed.

Where possible, customers should notify EERA promptly if they cannot attend, so that the appointment can be offered to someone else.

A late-cancellation or non-attendance charge will apply only where:

  • it was clearly disclosed before booking;

  • it is fair and proportionate;

  • EERA has reserved time or incurred a genuine loss;

  • and charging it is lawful.

A booking charge will not override a statutory consumer cancellation right.

Where EERA cancels an appointment, EERA will normally offer:

  • a suitable alternative date;

  • a credit;

  • or a refund of the amount paid for the cancelled appointment.

EERA is not responsible for unrelated costs, such as travel or lost earnings, unless the law or a written agreement requires otherwise.

11. Programmes, workshops and events

A programme, workshop or event may have specific cancellation terms because EERA may:

  • reserve limited spaces;

  • book a venue;

  • engage facilitators;

  • purchase materials;

  • or incur third-party costs.

Those terms must be shown before purchase.

Where a consumer statutory cancellation right applies, the programme’s own cancellation terms will not reduce that right.

If EERA cancels an event and does not provide a reasonable alternative, customers will be entitled to a refund of the amount paid for the cancelled event.

Where an event is postponed, EERA will explain:

  • the replacement date;

  • whether the booking transfers automatically;

  • and what options are available if the customer cannot attend.

12. Bespoke, personalised and creative services

Some services may be tailored to the customer, including:

  • bespoke CV writing;

  • personal branding;

  • business consultancy;

  • content strategy;

  • design;

  • campaign planning;

  • photography or film coordination;

  • custom documents;

  • and project work.

Before work begins, the applicable proposal or service description should state:

  • the scope;

  • deliverables;

  • number of revisions;

  • price;

  • timetable;

  • customer responsibilities;

  • and cancellation position.

Where a consumer cancels during a statutory cancellation period after expressly requesting an early start, EERA may charge only a fair proportion for work completed before cancellation.

After a cancellation period has ended, any refund or balance due will take account of:

  • completed work;

  • approved stages;

  • delivered drafts;

  • reserved time;

  • non-recoverable third-party costs that were disclosed or authorised;

  • and the specific agreement.

EERA will not describe every deposit or advance payment as automatically non-refundable. The treatment of a deposit must be fair, proportionate and consistent with the actual loss and the applicable contract.

13. Client and business purchases

A person buying wholly or mainly for business purposes does not normally receive statutory consumer cooling-off rights.

Business cancellation and refund rights will be governed by the applicable:

  • proposal;

  • service agreement;

  • recruitment Terms of Business;

  • project scope;

  • programme agreement;

  • or order terms.

Unless the specific agreement states otherwise, a business cancellation request will be assessed by reference to:

  • work completed;

  • committed staff time;

  • approved deliverables;

  • non-recoverable supplier costs;

  • materials acquired;

  • notice given;

  • and any loss EERA can reasonably reduce.

EERA will take reasonable steps to mitigate avoidable loss.

A business should not assume that cancelling a project automatically removes liability for properly completed work or authorised third-party commitments.

14. Recruitment fees and client cancellations

Recruitment fees, replacement arrangements and cancellation consequences are governed by EERA’s accepted Terms of Business and the relevant recruitment brief.

This general policy does not replace:

  • an agreed recruitment fee;

  • candidate-introduction protections;

  • invoice dates;

  • placement definitions;

  • replacement-guarantee conditions;

  • or client responsibilities.

If a client withdraws or materially changes a vacancy after instructing EERA, any fee or cost consequence must be determined under the applicable written recruitment terms.

Candidates are not charged for ordinary work-finding services.

15. Payment plans and instalments

Where EERA agrees that a customer may pay in instalments:

  • the total price remains due in accordance with the written plan;

  • cancelling does not automatically remove amounts properly due for work already supplied;

  • any refund will take account of the amount already paid and the amount lawfully due;

  • overpayments will be refunded;

  • and future instalments for work not due may be cancelled where appropriate.

An instalment plan does not itself remove statutory cancellation rights.

Any direct EERA pay-in-three arrangement must be agreed separately and must state:

  • payment dates;

  • total price;

  • whether any interest or fees apply;

  • the consequences of missed payment;

  • and the cancellation position.

16. Subscription or time-limited access

A product may provide access for a stated period.

Before purchase, the customer should be told:

  • the access period;

  • when access begins;

  • whether it renews automatically;

  • how to cancel any renewal;

  • and what happens when access expires.

EERA will not introduce automatic renewal without clearly disclosing it and obtaining the required agreement.

Cancelling a subscription prevents future renewal where the cancellation is made in time. It does not necessarily create a refund for a period already supplied, unless:

  • a statutory right applies;

  • the service is defective;

  • EERA agrees otherwise;

  • or the specific subscription terms provide for a refund.

Expiry of paid workspace access does not remove included recruitment aftercare or statutory rights.

17. Bundles and discounted packages

Where a package contains more than one service or resource, the product description should explain the components.

If part of a bundle has already been supplied before cancellation, any refund may be calculated by reference to:

  • the amount paid;

  • the value reasonably allocated to the supplied component;

  • the remaining unsupplied elements;

  • and the applicable legal rights.

EERA will not use an artificial full-price valuation merely to eliminate a reasonable refund.

Discounts, promotional codes and credits are normally refunded only up to the amount actually paid, unless the promotion states otherwise.

18. Vouchers and account credits

Unless the specific terms state otherwise:

  • a refund for a purchase paid entirely by voucher or account credit may be returned as equivalent credit;

  • a mixed payment may be refunded using the original proportions;

  • promotional credit has no cash value unless stated;

  • and statutory refunds will not be reduced merely because a discount was used.

Expiry dates and restrictions must be shown before a voucher is purchased.

19. Physical goods

If EERA supplies physical goods, the relevant product page will provide delivery and return information.

Where consumer distance-selling rights apply, the consumer will normally have 14 days after receiving the goods to notify EERA of cancellation and a further period to return them.

Goods should be handled only as much as reasonably necessary to inspect them.

EERA may make a lawful deduction where handling has reduced the value of the goods beyond what would reasonably be allowed in a shop.

The customer may be responsible for return postage where this was disclosed before purchase, unless:

  • the goods are faulty;

  • the goods are misdescribed;

  • EERA agreed to pay;

  • or the law requires EERA to bear the cost.

Custom-made or clearly personalised goods may be excluded from the ordinary change-of-mind cancellation right, but statutory rights for faulty or misdescribed goods remain.

20. When EERA may refuse a change-of-mind refund

Subject to statutory rights and the applicable contract, EERA may refuse or reduce a change-of-mind refund where:

  • the statutory cancellation period has ended;

  • a service has been fully performed after the required request and acknowledgement;

  • digital content has begun after valid express consent and acknowledgement;

  • the customer has received and used a downloadable resource;

  • bespoke work has been completed;

  • non-recoverable third-party costs were properly authorised;

  • the request concerns work already delivered and accepted;

  • or a legal exception applies.

EERA will not refuse a refund merely by labelling a payment “non-refundable”. The actual contract, circumstances, fairness and statutory rights will be considered.

21. Faulty, misdescribed or undelivered services

Contact EERA promptly if a service or resource:

  • was not supplied;

  • is inaccessible;

  • is materially different from its description;

  • is incomplete;

  • was not performed with reasonable care and skill;

  • or does not meet a statutory requirement.

Depending on the circumstances, EERA may offer:

  • repeat performance;

  • repair or correction;

  • replacement access;

  • completion of missing work;

  • an alternative service;

  • price reduction;

  • partial refund;

  • or full refund.

A customer does not lose statutory rights merely because a cancellation period has ended.

EERA may reasonably investigate the issue and ask for information needed to identify the order and reproduce the problem.

22. Cancellations by EERA

EERA may cancel or suspend a service where:

  • EERA cannot provide it safely or lawfully;

  • required information is not supplied;

  • a customer materially breaches the agreement;

  • payment is not made when due;

  • a supplier or venue becomes unavailable;

  • a security concern arises;

  • the service presents an unmanaged conflict of interest;

  • or an event outside EERA’s reasonable control prevents delivery.

Where EERA cancels without customer breach and cannot provide a reasonable alternative, EERA will refund amounts paid for the part of the service not supplied.

Where cancellation arises from customer breach, EERA will assess any amount retained or due by reference to:

  • work completed;

  • actual loss;

  • authorised commitments;

  • the contract;

  • and applicable law.

EERA will not retain more than is fair and lawful.

23. How refunds are paid

Approved refunds will normally be returned using the original payment method unless:

  • the original method is unavailable;

  • the customer expressly agrees to another method;

  • or a voucher or credit arrangement properly applies.

EERA does not charge a fee for issuing a statutory refund.

Where consumer cancellation law applies, EERA will issue the refund within the applicable legal period.

For service and digital-content cancellations, this will normally be no later than 14 days after EERA is informed of the cancellation.

For returned goods, timing may depend on when EERA receives the goods back or receives evidence that they have been returned.

Bank, card and payment-provider processing times may affect when the money appears in the customer’s account after EERA has issued it.

24. Partial refunds

A partial refund may be appropriate where:

  • part of a service was properly supplied;

  • a service began at the consumer’s express request;

  • only one component of a bundle is cancelled;

  • a defect affects only part of a service;

  • the customer accepts a price reduction;

  • or a specific agreement provides for staged payments.

EERA will explain how the amount was calculated.

A partial refund must be fair, proportionate and consistent with statutory rights.

25. Third-party costs

Some services may involve external costs, such as:

  • venue hire;

  • printing;

  • photography;

  • videography;

  • advertising spend;

  • travel;

  • specialist contractors;

  • equipment;

  • platform fees;

  • or licences.

A third-party cost will be charged or deducted following cancellation only where it was:

  • disclosed before commitment;

  • reasonably necessary;

  • authorised or included in the accepted scope;

  • genuinely incurred;

  • non-recoverable despite reasonable efforts;

  • and lawful to pass on.

EERA will take reasonable steps to cancel or reduce avoidable third-party costs.

26. Chargebacks and payment disputes

Please contact EERA before starting a chargeback where possible, so that we can investigate and try to resolve the issue promptly.

This request does not remove your right to contact your card issuer, payment provider, regulator or court.

You should not knowingly make a false chargeback claim.

EERA may provide the payment provider with relevant evidence, including:

  • the order;

  • accepted terms;

  • access records;

  • communications;

  • delivery evidence;

  • and refund history.

27. Complaints

If you disagree with a cancellation or refund decision, send a complaint to:

Email: contact@eerauk.com
Post: EERA LTD, 108 Peckham High Street, London, England, SE15 5ED
Telephone: 020 8050 3629

Please include:

  • your name;

  • order or service reference;

  • relevant dates;

  • the amount paid;

  • the decision you dispute;

  • and the outcome you are seeking.

EERA will review the complaint and provide a reasoned response.

This policy does not remove your right to contact an appropriate:

  • court;

  • regulator;

  • consumer-advice service;

  • payment provider;

  • or alternative dispute-resolution body.

28. Changes to this policy

EERA may update this policy to reflect:

  • changes in services;

  • changes in law;

  • new payment methods;

  • new delivery methods;

  • clearer explanations;

  • or updated operational processes.

The current version and effective date will appear at the top of this page.

The policy applying to a particular purchase will normally be the version provided or made available when the contract was entered into, together with any later change lawfully agreed.

29. Contact

EERA LTD
108 Peckham High Street
London, England
SE15 5ED

Email: contact@eerauk.com
Telephone: 020 8050 3629
Company number: 17504364
Website: www.eerauk.com

30. Model cancellation form

You may use the form below, but you do not have to use it.

To:
EERA LTD
108 Peckham High Street
London, England
SE15 5ED
contact@eerauk.com

I give notice that I cancel my contract for the following service, digital content or goods:

Service, resource or product:
[Insert]

Order, invoice or booking reference:
[Insert]

Ordered on:
[Insert]

Name:
[Insert]

Address:
[Insert, where relevant]

Email address used for the order:
[Insert]

Reason for cancellation:
[Optional]

Signature:
[Only required if sent on paper]

Date:
[Insert]

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