Refund & Cancellation Policy

1. Policy Overview

At SeenLoop (trading as Eternalcustoms), we take client satisfaction seriously. This Refund & Cancellation Policy outlines your rights and our obligations regarding refunds for digital services purchased through our website or via direct agreement.

This policy is governed by UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and Stripe's payment terms.

Our Commitment: We operate on a "Work First — Then Payment" model for most services. Where advance payment is taken, we guarantee quality delivery or a fair refund.

2. Refund Eligibility

You may be eligible for a full or partial refund in the following circumstances:

Scenario	Refund Status
SeenLoop fails to deliver agreed work within the agreed timeline	Full Refund
Delivered work does not match the agreed specification	Full Refund
Cancellation before any work has commenced	Full Refund
Cancellation after partial work is completed	Partial Refund
Change of mind after work has started	Not Eligible
Client provides incorrect or incomplete requirements	Not Eligible
Completed and approved work	Not Eligible

3. Refund Timeline

All refund requests are processed within the following timeframes:

0–24h

Request Acknowledgement — We confirm receipt of your refund request within 24 hours.

1–3 Days

Review & Decision — Our team reviews the case and communicates the refund decision.

3–7 Days

Refund Issued — Approved refunds are processed back to the original payment method (card/bank transfer).

5–10 Days

Bank Processing — Funds typically appear on your statement within 5–10 working days, depending on your bank or card issuer.

4. Digital Services Refund Rules

SeenLoop provides digital services including website design, software development, digital marketing, and video production. The following rules apply:

When refunds ARE available

You cancel your order before SeenLoop begins work (typically within 24 hours of placing the order)
The delivered work materially differs from the agreed scope of work
SeenLoop cannot complete the project due to internal resource issues
Technical errors during payment result in a duplicate charge

When refunds are NOT available

Work has been completed and delivered as agreed
You have approved or signed off on the delivered work
Dissatisfaction due to personal preference changes after delivery
Delays caused by the client's failure to provide required information, assets, or approvals

Under the Consumer Contracts Regulations 2013, once you expressly request that digital work commences and acknowledge that the right to cancel is lost upon commencement, no right to cancel applies after work begins.

5. Card Payment Refunds

Card payments processed through Stripe are subject to Stripe's refund processing rules in addition to this policy.

Refunds are returned to the same card used for payment — we cannot issue refunds to a different card or bank account
Stripe typically processes refunds within 5–10 business days
SeenLoop does not store your card details — all card data is handled by Stripe (PCI DSS Level 1 compliant)
In rare cases where a card has been closed, alternative refund arrangements will be agreed

Secure Processing: All card transactions are encrypted using TLS and processed by Stripe. SeenLoop never sees or stores your full card number, CVV, or PIN.

6. Order Cancellation

You may cancel an order under the following conditions:

Cancellation Before Work Starts

If you cancel within 24 hours of placing your order and no work has begun, you will receive a full refund within 5–7 working days.

Cancellation After Work Has Begun

If work has commenced, you may request cancellation. A partial refund will be calculated based on the percentage of work completed at the time of cancellation:

0–25% complete: 75% refund of the total fee
25–50% complete: 50% refund of the total fee
50–75% complete: 25% refund of the total fee
75%+ complete: No refund — work is considered substantially delivered

SeenLoop Right to Cancel

SeenLoop reserves the right to cancel an order if:

Payment is not received within the agreed timeframe
The client provides false, misleading, or harmful requirements
The project requires SeenLoop to violate applicable laws or regulations

In such cases, any payments already made will be refunded in full.

7. Non-Refundable Items & Fees

The following are not eligible for refund under any circumstances:

Third-party costs incurred on your behalf (domain registration, hosting, stock imagery, third-party APIs, software licences)
Rush or expedited fees paid for priority delivery
Consultation fees for strategy or discovery sessions already completed
Completed and approved milestones in phased projects
Marketing ad spend placed with Google, Meta, or other platforms on your behalf

Any costs paid to third-party vendors or platforms will be clearly communicated to you before they are incurred. We will always seek your written approval before spending on your behalf.

8. Dispute Resolution

We always aim to resolve disputes amicably. If you are unhappy with an outcome, please follow this process:

Step 1 — Contact Us Directly: Email info@seenloop.com with your order ID and a detailed description of your concern.
Step 2 — Escalation: If your concern is not resolved within 7 working days, request escalation to our senior management team.
Step 3 — Mediation: If we cannot reach agreement, either party may request independent mediation via the Centre for Effective Dispute Resolution (CEDR).
Step 4 — Legal Action: As a last resort, disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

UK consumers also have rights under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. We are committed to resolving disputes fairly without the need for litigation.

9. Chargebacks & Payment Disputes

We strongly encourage you to contact us directly before initiating a chargeback with your bank or card issuer.

Chargebacks are only appropriate where:

You did not authorise the transaction
SeenLoop has failed to respond to a legitimate refund request

Fraudulent chargebacks — initiated when services have been legitimately provided — may result in SeenLoop pursuing recovery of funds, associated chargeback fees, and potential legal action. All transactions are logged and documented.

We work with Stripe's dispute resolution team to respond to all chargebacks with full transaction evidence within the required timeframe.

10. How to Request a Refund

To request a refund, please follow these steps:

Email us at info@seenloop.com with the subject line: "Refund Request – Order #[Your Order ID]"
Include your full name, email address used at checkout, and order ID
Describe the reason for your refund request clearly
Attach any supporting evidence (screenshots, correspondence, deliverables received)

We will acknowledge your request within 24 hours and aim to resolve it within 5 working days.

You can also reach us via WhatsApp or Messenger using the buttons at the bottom-right of this page, or visit our Contact page for all contact options.

11. Contact Information

For all refund and cancellation enquiries, please contact us through any of the following channels:

Company: SeenLoop / Eternalcustoms
Address: 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110, USA
Email: info@seenloop.com
Phone: +1(208) 920-1143
Website: www.seenloop.com

This policy was last reviewed and updated on 21 June 2026. SeenLoop reserves the right to amend this policy at any time. The current version will always be available on this page.