1. Scope and mandatory rights
This policy applies when incorporated into a service contract with 3NT Solutions LLP. The accepted order defines the service period, renewal and cancellation arrangements. An enquiry through this website is not a paid order. Mandatory consumer rights, remedies for defective or unprovided services and more favourable express contractual rights take priority.
2. Cancellation and supplied services
To cancel, use the contact route in your accepted order or contact legal@3nt.com with the order reference. We confirm the effective date and financial treatment. For an unactivated order, payment for services not supplied is refundable subject only to lawful, properly incorporated deductions. For a service already supplied, we separately account for any amount lawfully due for that supply.
Where a statutory consumer cancellation right applies to a distance service contract, we provide the required information and respect the applicable period. Starting a VPS does not itself complete a continuing service or extinguish that right. A proportionate charge for supply begun within a cancellation period is made only where the legal conditions, including any required express request, are met.
3. A limited cost-recovery deduction
Outside a statutory right that prohibits such a deduction, a deduction may be considered only where the condition was clearly disclosed before the relevant contract and either you cancel voluntarily or the service is ended because of your material breach of a reasonable verification obligation. In the latter case, we explain what is required, allow a reasonable opportunity to remedy and consider your explanation. An automated failure or elapsed deadline alone is insufficient.
The deduction is the smaller of 10% of the otherwise refundable amount for the particular payment and evidenced, legally recoverable direct net costs caused by that cancellation or breach. It is a ceiling, not an automatic 10% penalty. Splitting a refund does not increase the ceiling. The remaining balance of unrelated orders is not the calculation base.
4. Costs and exclusions
Only costs with a lawful basis for recovery may be counted. These may include unavoidable, non-reimbursed transaction or verification costs and reasonable, evidenced case-specific handling costs where legally recoverable. A payment-method surcharge prohibited by law cannot be recovered by renaming it. Supplier terms must also be respected.
We deduct savings, reimbursements and amounts already recovered. We do not include a profit margin, arbitrary overhead allocation, our own mistakes or a supplier's errors. We provide the grounds and calculation and allow you to challenge them. The same cost is not added again outside the ceiling.
No deduction under this clause is made for a mandatory refund that excludes it; our failure to supply the agreed service; our own risk-based refusal without an established material breach by you; a technical failure or unsupported document despite good-faith cooperation; refusal of biometrics; withdrawal of biometric consent; or exercise of statutory data rights. More favourable mandatory or agreed terms prevail.
5. How a refund is made
Refunds are normally returned through the original payment method. If that is impossible, we agree a lawful alternative and make proportionate checks of the recipient's entitlement where necessary. A credit balance is not substituted for an owed monetary refund without agreement. We meet applicable legal deadlines and do not delay an undisputed amount solely because another deduction is contested.
For cryptocurrency payments, the applicable asset, network, amount and destination must be confirmed under the original payment terms and relevant law. We do not automatically send money to an intermediary's technical address. Any lawfully recoverable network fee is included within the applicable cost ceiling rather than added twice.
6. Questions and disputes
Contact legal@3nt.com with the payment and service reference. A member of staff reviews disputed calculations. Legal restrictions on the transfer of money may require a different process; they do not make the funds company revenue. This policy does not authorise an unagreed card debit or automatic appropriation of disputed funds.
3NT Solutions LLP · OC363382