Ending arrangements.
WHAT TO STATE
Whether the customer may cancel Within what period What is refunded What is not
FOR SERVICES
Whether work already done is charged Whether a deposit is returnable
FOR GOODS
Your returns position, clearly.
FOR CUSTOM OR MADE-TO-ORDER ITEMS
Usually not returnable. State it clearly before purchase.
FOR ONGOING ARRANGEMENTS
Notice required, and what happens on termination.
WHAT CONSUMERS MAY BE ENTITLED TO
Rights vary by jurisdiction and by what you sell.
Take advice on what applies to your business.
WHAT NOT TO DO
Write terms less favourable than the law requires Rely on terms that would not be enforceable
WHAT TO MAKE CLEAR
The process for cancelling How long a refund takes
WHAT TO BE REASONABLE ABOUT
Refusing a refund on a technicality costs more in reputation than the amount.
WHAT TO REVIEW
Whether your terms match what you actually do.
