Refunds and cancellations
Last updated: 20 October 2026
This page explains how to cancel a service or monthly plan and how refunds work. We sell services only, so there are no physical goods to return.
Contents
- Withdrawing an enquiry
- Cancelling services (consumers)
- Cancelling or rescheduling booked services (business customers)
- Monthly plans and recurring services
- What is refundable
- How to cancel
- Model cancellation form
- How refunds are paid
Withdrawing an enquiry
Nothing is charged when you submit an enquiry. A contract is formed only when you accept our written scope confirmation and pay. Until you pay, you can withdraw your enquiry at any time, at no cost, by telling us by email or through our contact page.
Cancelling services (consumers)
If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 let you cancel a services contract within 14 days after the day the contract is formed, without giving a reason.
- We do not start work in those 14 days unless you ask us to, by ticking the box on the enquiry form or asking in writing.
- If you asked us to start early and then cancel within the 14 days, you pay for the work done up to the time you tell us, in proportion to the full price, and we refund the rest.
- If the services have been fully performed at your request, and you acknowledged that you would lose your right to cancel once they were, you can no longer cancel.
Full details are in clause 22 of our terms.
Cancelling or rescheduling booked services (business customers)
Because we reserve people and time for each engagement, these charges apply when a business customer cancels or postpones a booked test or assessment:
| When you tell us | What you pay |
|---|---|
| More than 5 working days before the scheduled start | Nothing; we refund in full or move the booking at no cost |
| 5 working days or fewer before the scheduled start | 50% of the price of the cancelled or postponed work |
| After testing has started | 100% of the price |
A testing slot lost because we did not receive the agreed access or authorisation in time counts as a late cancellation. Working days are Monday to Friday, excluding bank holidays in England.
Monthly plans and recurring services
- Our Starter, Business and Complete plans have a 12-month minimum term from the start date in your scope. After that they continue month to month until either of us gives at least 30 days' written notice.
- Other recurring services (managed endpoint protection, 24/7 security monitoring, security awareness and phishing simulation, virtual CISO and incident response retainers) run month to month, subject to any minimum term in your scope, until either of us gives at least 30 days' written notice.
- If a business customer ends a plan during the minimum term, the monthly fees for the rest of that term remain payable, except where our terms allow early termination.
- Consumers keep the 14-day cancellation right above.
Full details are in clause 21 of our terms.
What is refundable
| Situation | Refund |
|---|---|
| Enquiry withdrawn before payment | Nothing has been charged, so nothing to refund |
| Consumer cancels within 14 days, before work starts | Full refund |
| Consumer cancels within 14 days after asking us to start early | Full price less the proportion of the work done before you told us |
| Business customer cancels a booked test | As in the table above |
| We decline your order after payment, cancel, or cannot deliver | Full refund for any work not delivered |
| Monthly plan or recurring service | Fees already paid for a month that has started are not refunded, unless you are cancelling within your 14-day right or we have broken the contract |
If we have not provided a service with reasonable care and skill, you also have rights under the Consumer Rights Act 2015 (consumers) or our terms (business customers); see clauses 23 and 24 of our terms.
How to cancel
Email info@continental-data.co.uk or use our contact page, with your enquiry or order reference and a clear statement that you are cancelling. You can copy the model form below, but you do not have to use it. As long as you send your message before the deadline, you have cancelled in time. We will confirm your cancellation by email.
Model cancellation form
To: Avanzado Capital Limited, trading as Continental Data, 85 Booth Road, London, England, NW9 5JU. Email: info@continental-data.co.uk
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 [*],
Enquiry or order reference,
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is sent on paper),
Date
[*] Delete as appropriate.
How refunds are paid
- Refunds go back to the original payment method, in the currency you paid, within 14 days after the day you tell us you are cancelling (or after we cancel).
- We do not charge a fee for refunds. Your bank may apply its own exchange rate or fees if your account is in a different currency.
- Every refund is checked and processed by a member of our team. We never refund automatically.
- We will confirm by email when your refund has been sent. Your bank may take a few working days to show it.
Nothing on this page affects your statutory rights. The full terms are in our terms and conditions.
Last updated: 20 October 2026