Payment and Refund Policy

This policy explains how orders for the services of entertoly are confirmed and paid for, and how cancellations and refunds are handled. The prices of our services are published on this website; nothing is bought or paid for on the site itself.

How prices and orders are agreed

An order starts with your enquiry by telephone or email. We confirm the service and its price in writing on the basis of the prices published on this website, and the agreement takes effect when you accept that confirmation. If the scope changes while the work is running, any change in price is agreed with you first.

Payment terms

Unless agreed otherwise, payment is due 14 days after we send the invoice by email, using one of the methods named on it. Advance payments or instalments, where agreed, are set out in the quotation with their amounts and dates. Open invoices are followed up with a written reminder, and interest may be charged where the law allows it.

Refunds and part-completed work

We return money through the method used for the original payment, normally within 14 days of agreeing the refund with you. If that method is no longer available, we ask for your bank details at [email protected] and transfer the amount free of charge. Services provided in full are not refunded; for partly finished work we charge the completed part and return the rest.

Complaints about our work

Complaints about the quality of a service should reach us at [email protected] within 14 days of the work being finished, or by telephone on 0191 384 2716 before then. We reply within a few working days and agree with you how the matter will be put right, by reworking the service or by refunding part of the fee.

Right to cancel

Consumers who conclude a contract with us at a distance or away from our business premises have a right to cancel it within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. A clear statement sent to [email protected] before that period ends is enough, and work you had already asked us to begin is then settled separately.