Refunds & cancellations

1. Scope

This policy applies to services supplied by Saguni Ltd to business clients under a written services agreement. It sits alongside our terms of service. We do not sell goods, and we do not contract with consumers.

2. Queries and corrections

Statements are issued monthly. If you believe a line on a statement is wrong, tell us within fourteen (14) days of the statement date, quoting the statement reference and the line concerned.

We will investigate within five working days. Where a line is wrong we will issue a corrected statement or a credit note. Where an amount has already been paid, we will refund it to the account it came from within ten (10) working days of agreeing the correction, or set it against the next statement if you prefer.

3. Cost reimbursements

Amounts we have already paid to contractors, suppliers or software providers on your instructions are recharged to you and are not refundable by us once paid, unless the payment was made in error or the supplier refunds it. Where a supplier issues a refund to us, we pass the full amount back to you on the next statement.

4. Service fees

Service fees are earned as the work is performed and are charged monthly in arrears. Fees for a month in which services were performed are not refundable. If we failed to perform services that were charged for, we will credit the corresponding fee in full.

Where a fixed monthly fee applies and an engagement ends part-way through a month, the fee is pro-rated to the termination date.

5. Cancelling an engagement

Either party may end an engagement on thirty (30) days' written notice, unless the services agreement provides otherwise. Notice takes effect from the date it is received by email to the address in the services agreement. You remain liable for costs already committed on your behalf and for fees accrued to the termination date. No cancellation charge applies.

6. Refund method and currency

Refunds are made by bank transfer to the account the original payment came from, in the currency of the original payment. We do not make refunds in cash or to third-party accounts. Bank or currency conversion charges applied by intermediaries are outside our control.

7. Platform transactions

Where we operate payment flows on behalf of a marketplace platform, refunds to end customers and to sellers are governed by that platform's own published policy and by the payment provider's terms. Refunds in that context are returned to the original payment method, normally within five to ten working days of approval, depending on the customer's bank. This policy governs only the relationship between Saguni Ltd and its own business clients.

8. Chargebacks and disputes

If you dispute a payment with your bank rather than raising it with us first, we may suspend services while the dispute is resolved. Please contact us at contact@saguniltd.com before raising a chargeback. Most queries are resolved within a few days.

9. Contact

Billing and refund queries: contact@saguniltd.com · +44 7418 604187
Saguni Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.