Return and Refund Policy

Company: OptimusSport · Address: Bridge Ln, Frodsham WA6 7FZ, United Kingdom

This Return and Refund Policy explains how OptimusSport handles cancellations, refunds, and disputes in relation to paid services that we may offer directly. Most of the information on our website is editorial or directory-style content for families researching children’s sports opportunities, and browsing the site itself does not normally involve a purchase. However, there may be situations in which a school, club, partner, or other customer purchases a paid service from OptimusSport, such as a premium listing package, promotional placement, content support, or a related digital service. In those cases, this page explains the principles we apply when assessing whether a refund, partial refund, or no refund is appropriate.

What this policy covers

This policy applies to payments made directly to OptimusSport for services we provide ourselves. It does not automatically apply to payments made to third-party schools, clubs, academies, coaches, or venue operators listed on our website, because those organisations set and administer their own booking, cancellation, and refund terms. If you paid a partner club directly for lessons, memberships, camp places, or trials, you should contact that provider first and review their own written terms. We may still try to help point you to the correct contact route, but we cannot promise a refund on behalf of an independent third party where we are not the merchant of record.

When a refund may be available

A refund may be available where a paid OptimusSport service has not yet been delivered, has not substantially begun, or cannot be completed for a reason within our control. For example, if a customer purchases a digital listing upgrade and asks to cancel before work has started, or before agreed publication takes place, we will generally review that request favourably. If work has already begun, the position may be different. Where time has already been spent reviewing content, preparing assets, checking facts, coordinating copy, or allocating promotional placement, we may deduct a reasonable amount to reflect work already performed. If the service has been fully delivered as described, a refund may not be available simply because the customer later changes their mind.

Digital services and work already started

Some services begin quickly after purchase because they involve time-sensitive editorial or technical work. This may include reviewing a listing, preparing profile content, updating business details, checking branding assets, or scheduling a placement within a campaign window. If a customer asks us to begin work immediately, confirms approval to proceed, or benefits from part of the service before cancellation is requested, we may treat the service as having started and assess refunds on a partial basis only. We aim to be fair rather than formulaic: where only a small portion of the agreed work has been delivered, we will usually review whether a partial refund is appropriate rather than defaulting to a full refusal.

How to request a cancellation or refund

To request a cancellation or refund, please contact [email protected] and include the name of the purchaser, the date of payment, the invoice or reference number if available, the service purchased, and the reason for the request. Clear information helps us resolve matters more quickly. If a request relates to a disputed charge or a service that was not delivered as expected, please include supporting context such as order emails, screenshots, or written scope confirmation where relevant. We aim to acknowledge genuine refund requests promptly and to provide a substantive response within five working days where possible.

How approved refunds are paid

If a refund is approved, we will usually return the funds using the original payment method unless an alternative method is necessary and has been agreed. Processing times can vary depending on the payment provider, card issuer, or bank, so while we may issue a refund decision quickly, the appearance of funds in your account may take additional time. If only part of the purchased service has been completed, the refund may be partial rather than full. We may explain the basis of that decision by reference to work already carried out, reserved placement time, or assets already delivered to the customer.

Situations where a refund may be declined

We may decline a refund request where the service has been delivered in full and in line with the agreed scope, where cancellation is requested only after a time-sensitive campaign or listing period has already run, or where the problem complained of results from incomplete or inaccurate information supplied by the customer. We may also decline a refund where a user is attempting to recover payments made directly to a separate club or school through OptimusSport even though we were not responsible for taking that payment. A refusal under this policy does not affect statutory rights that cannot be excluded under applicable law.

Consumer rights and governing law

Nothing in this policy is intended to remove or restrict any legal rights available under the laws of England and Wales or any other rights that may apply to you as a consumer. This policy should be read together with any order-specific terms, proposal documents, or service descriptions supplied at the point of purchase. Where there is a conflict between this page and mandatory consumer law, the law will prevail.

Contact us about returns and refunds

If you have questions about a payment, cancellation, or refund, please contact OptimusSport at [email protected] or write to Bridge Ln, Frodsham WA6 7FZ, United Kingdom. We would usually prefer the opportunity to review and resolve a concern directly before a formal dispute is escalated.