Version V005 · 11 November 2026. Download this document

A.C.E Complete payments cancellations refunds and disputes

Version V005 — 11 November 2026

Read this information with the identified Service Terms and your Order Record. A.C.E Complete is £179/month, with a 12-month minimum initial commitment and no upfront website creation fee. It continues at £179/month rolling monthly after the Initial Term. Paid advertising is separate. A.C.E is not VAT registered. No VAT is charged or added to the prices shown.

Acceptance first payment and billing dates

The contract is formed only when A.C.E manually sends written order confirmation after your active acceptance and verification of the required first payment. The date on which that confirmation is sent is the Start Date, stated in Europe/London time. The managed service, monthly billing periods and 12-month Initial Term all start on that date, not on concept approval, questionnaire completion, readiness for review or website launch. The first £179 collected at checkout is an advance payment credited in full to the first monthly period from the Start Date; it does not buy an additional period before acceptance. If A.C.E declines the order, it will refund that advance in full without undue delay and will not continue recurring collections. If it cannot accept promptly, it will explain the delay and offer return of the advance before confirmation. Before confirmation you may withdraw the pending order and receive that advance back in full. The parties do not enter the 12-month commitment until confirmation is sent.

The first monthly billing period starts on the Start Date and ends immediately before the next billing date. Subsequent periods start on the Start Date’s calendar day in each following month and end immediately before the next billing date. If that day does not exist in a month, that month’s billing date is its last calendar day; the original day remains the anchor for later months. The Initial Term ends immediately before the first anniversary of the Start Date, using the last day of February for a 29 February anniversary in a non-leap year. The confirmation states the exact Start Date, next monthly billing date and Initial Term end date. There are twelve £179 monthly fees in the Initial Term, totalling £2,148 before separately agreed extras. The first renewal after it is due on that anniversary unless valid notice ends the agreement. A.C.E will align recurring collections with these dates, including any necessary credit or billing adjustment; no period is charged twice and no extra fee arises from a delay before confirmation.

Notice and effective date

After the Initial Term, either party may end the service with at least one calendar month’s written notice. Notice may be served during month 12 to end at the end of the Initial Term if received at least one calendar month before its renewal boundary. Otherwise the end date is immediately before the first monthly renewal boundary falling on or after expiry of one calendar month from receipt. Where a corresponding day does not exist, use that month’s last day. Fees are payable only up to that effective end date, except remaining committed fees properly due on voluntary early termination during the Initial Term. A.C.E confirms receipt and the calculation in writing; failure to acknowledge does not invalidate notice actually received. Send notice to hello@acetailored.co.uk, identifying the business and order. A failed or undelivered email is not received notice; contact A.C.E using the order contact details if delivery fails. These notice rules do not postpone a valid material-breach termination.

For example, a Start Date of 10 November 2026 gives monthly renewal dates on the 10th, an Initial Term ending on 9 November 2027, and the first rolling renewal on 10 November 2027. Notice received on 10 October 2027 can end the agreement on 9 November 2027. Notice received on 20 October 2027 ordinarily ends it on 9 December 2027, because the next renewal boundary after a full calendar month’s notice is 10 December. A.C.E confirms the dates for your actual order. Cancelling a payment mandate alone does not cancel the contract.

Voluntary early termination

If you voluntarily terminate during the Initial Term without a contractual right to do so, the remaining committed monthly fees become due. This is not a separate cancellation fee. A.C.E may agree a settlement, payment plan, reduced recovery or write-off in writing. It provides an itemised calculation, deducts sums already collected for the same period and any reduction required by law, takes reasonable steps to reduce avoidable loss where required and avoids double recovery. Final recovery and collection of the whole balance are human decisions, not automatic consequences of a system event. Genuine disputes, errors and payment proposals are considered.

Material breach and service failure

Written notice must identify a material breach and allow 14 days to cure where capable of remedy. If A.C.E fails to cure a genuine material breach, you may terminate under the Service Terms and future monthly fees after valid termination cease. The remaining-fees rule for voluntary early termination does not apply to that valid termination. Errors, duplicate collections, service failures, payments for services not supplied and other remedies are reconciled fairly under the agreement and applicable law. Unfinished work is not automatically fully earned. There is no blanket no-refunds rule and non-excludable rights are unaffected.

Failed payments and suspension

Monthly fees are paid in advance through the agreed method. A failed-payment event creates an internal human-review case. Before a proportionate suspension decision, A.C.E verifies non-payment, gives reasonable notice and opportunity to remedy and considers credible disputes, errors and reasonable payment proposals. Persistent material non-payment may lead to termination only under the Service Terms, including the 14-day cure period where capable of remedy. No contractual late interest, administration, restoration or arbitrary penalty is added. Payment failure does not itself authorise taking customer data or a Client-owned domain as leverage. A.C.E considers what services can safely continue during a payment dispute.

Telephone usage

150 AI telephone minutes per monthly billing period are included. Additional telephone usage is 25p/minute and is human-reviewed and invoiced separately. Unused minutes do not roll over unless agreed in writing. Before chargeable use starts, the accepted order or written service configuration states what counts as a minute, rounding, usage evidence, any spending limit and the invoice due date. No undisclosed rounding rule, automatic metered subscription item or retrospective charging method applies. You can request the usage calculation and dispute an error before adverse action.

Refunds complaints and disputes

Contact hello@acetailored.co.uk with your business, order reference, issue and desired outcome; do not send card details. A.C.E acknowledges complaints within five working days and aims for a substantive response within 14 working days. A working day excludes weekends and England and Wales bank holidays. A justified credit or refund is arranged without undue delay after review, normally through the original payment method where possible. An unaccepted order’s advance is refundable in full as stated above. These procedures do not remove lawful chargeback or dispute rights, require waiver of statutory remedies or postpone valid notice. Client Content and DPA return/deletion duties remain separate from debt recovery. Where this summary and the Service Terms differ, the Service Terms govern except that mandatory legal rights prevail.