House rules
Delivery & Refunds
How the work reaches you, how to cancel if you are a consumer, and how refunds and problems are handled. The quotation for your engagement then adds the particulars of it.
Last revised 3 November 2026
Ownership
What is delivered, and how
What is delivered. Publentra supplies a service: the establishment of website governance and publishing operations. What you receive is set out in the written quotation and reaches you electronically: editable files in your inbox or through a download link, accompanied by handover notes. Nothing is sent by post.
When it arrives. Your quotation fixes the schedule, which follows from the scope and from when your materials reach us. If an expected delivery has not appeared by its agreed date, write to us: we resend it or tell you exactly where things stand.
Revisions. Your quotation states the revision allowance. Anything beyond that allowance is settled and priced in writing before work starts on it.
Paying and currency. Payment is by invoice in pounds sterling (GBP), through the channels and by the date the written quotation states. Where the quotation offers card payment, it is taken on a secure payment page run by a payment provider; card details are never seen or stored by us. This website takes no payments.
Review
Cancelling before the work settles
Business and consumer customers. Bought as a business, an engagement carries no statutory cancellation right: winding it up follows whatever the quotation and the Terms of Service say. Bought as a consumer, the right to cancel below is yours, and nothing in our terms removes it.
Starting work within the 14 days. Work begins inside the cancellation period only at your express request, and that request is recorded in the written confirmation of your order. The right to cancel stays with you; cancel after work has started and you pay for what was done up to the moment you tell us, in proportion to the whole.
Right to cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right to cancel, you must inform us (Publentra Web Governance Ltd, 7 High Street, Kington, Herefordshire, HR5 3AX, main@publentrawebgovernance.com) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.
Digital material handed over at once. Deliverables such as frameworks and documentation are digital content, and they can be made available to you inside the cancellation period. The law lets that happen without keeping the 14-day right only where you have agreed to it expressly, so the written confirmation of your order asks for that agreement in the words below.
Digital content supplied immediately
Where you buy digital material that is made available to you straight away, we ask for your express consent in the order confirmation: consent to the supply beginning immediately, and an acknowledgement that you will lose your right to cancel once supply has begun. If you give that consent and we begin to supply the material, the 14-day right to cancel no longer applies to it.
If you do not give that consent, we will not begin supplying the material until the 14-day cancellation period has ended, and you keep your right to cancel during that period.
Losing the right to cancel does not affect your legal rights if the material is faulty, not as described, or not fit for a purpose that you made known to us before you bought it. In those cases you may be entitled to a repair or replacement, a price reduction, or a refund under the Consumer Rights Act 2015.
How to cancel. A clear written statement is enough: send it by email at main@publentrawebgovernance.com or in writing to our registered office, 7 High Street, Kington, Herefordshire, HR5 3AX. The model form below is there to use if you want it; it is not obligatory.
To Publentra Web Governance Ltd, 7 High Street, Kington, Herefordshire, HR5 3AX, main@publentrawebgovernance.com:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
Release
Refunds and putting things right
Refunds after cancelling. Cancel within the cancellation period and what you have paid comes back, minus the proportionate amount for any work you asked us to start, no later than 14 days after the day you tell us. The money goes back by the same means you paid with, unless you expressly agree to another way, and no fee is charged for the refund.
Other refund arrangements. Anything wider — a business customer, an engagement ended after the cancellation period — is a matter for the written quotation.
If something is wrong. Tell us if the work was not carried out with reasonable care and skill, or if a delivered file is faulty or differs from its description. Under the Consumer Rights Act 2015, a consumer can require repeat performance of a service or, where repetition is impossible or does not happen reasonably quickly, a price reduction; for digital content the remedies are repair or replacement, a lower price, or money back. Nothing on this page narrows those rights.
Questions and complaints. Write to us by email at main@publentrawebgovernance.com or in writing to our registered office, 7 High Street, Kington, Herefordshire, HR5 3AX; the Terms of Service say how a complaint is answered, and within what time.