Customer Support, Payments, Refunds and Cancellations

Last updated: 18 July 2026

SPMarketing provides customer support for its applications, progressive web applications, WordPress plugins, software licences, digital products and professional services.

This page explains how to obtain assistance, how digital purchases are delivered, how payments are processed, and how to request a refund or cancel a subscription.

Contact SPMarketing Support

For purchase, payment, account, licence or technical assistance, email:

support@spmarketing.info

Alternatively, use the contact form at:

https://spmarketing.info/contact/

Support requests can be submitted at any time. Requests are normally reviewed during UK business hours, Monday to Friday, excluding public holidays.

SPMarketing aims to provide an initial response within two UK business days. Complex technical issues may require additional investigation.

Please check your spam or junk folder if you have not received a response.

Information to include with your request

To help SPMarketing locate your purchase and resolve the matter efficiently, please provide:

  • your full name;
  • the email address used for the purchase;
  • the name of the application, plugin, licence, product or service;
  • your order, invoice or receipt number;
  • the date and approximate amount of the payment;
  • a clear description of the problem;
  • relevant screenshots or error messages;
  • your WordPress, PHP, browser or operating-system version, where relevant; and
  • the website domain associated with a plugin licence, where applicable.

Please do not send:

  • complete debit or credit card numbers;
  • card security codes;
  • online banking passwords;
  • account passwords;
  • website administrator passwords;
  • private API keys; or
  • other sensitive security credentials.

SPMarketing will never ask you to provide your complete payment-card details by email.

What SPMarketing supports

Support may be available for:

  • accessing a purchased application or digital product;
  • downloading or installing a WordPress plugin;
  • activating or deactivating a software licence;
  • correcting an incorrect licence assignment;
  • account and subscription access;
  • compatibility questions;
  • documented product features;
  • payment confirmation;
  • duplicate charges;
  • refund and cancellation requests;
  • reporting technical faults;
  • reporting security concerns; and
  • obtaining purchase receipts or invoices.

Support does not normally include:

  • custom website development;
  • customisation of a plugin or application;
  • changes to third-party themes, plugins or software;
  • repairing unrelated website faults;
  • general WordPress administration;
  • hosting or server administration;
  • support for unsupported or significantly outdated software;
  • recovery of passwords for third-party services; or
  • problems caused by unauthorised modifications to a product.

Separate professional services may be available for work outside the normal scope of product support. Any fee will be agreed before chargeable work begins.

Digital delivery

Applications, WordPress plugins, licences and other digital products are normally supplied electronically.

Depending on the product, delivery may take place through:

  • an immediate download;
  • an emailed download link;
  • an online account;
  • a licence key;
  • an application-access link;
  • a WordPress installation package;
  • a third-party application marketplace; or
  • another delivery method stated on the relevant product page.

No physical product will be shipped unless the product description expressly states otherwise.

Digital access is normally provided immediately after successful payment. In some cases, delivery may be delayed while a payment is being confirmed, reviewed for security reasons or processed by the customer’s bank or payment provider.

Customers should ensure that the email address entered during checkout is accurate and accessible.

Download and access problems

Where a download link, access email or licence key has not arrived:

  1. Check the spam, junk and promotions folders associated with the purchasing email address.
  2. Confirm that payment has successfully completed.
  3. Allow a reasonable period for payment confirmation.
  4. Contact support@spmarketing.info with the payment receipt or order reference.

SPMarketing may resend a download link, receipt or licence information after the purchaser’s identity and transaction have been reasonably verified.

Technical requirements and compatibility

Customers are responsible for reviewing the stated technical and compatibility requirements before purchasing a product.

A WordPress plugin may require particular versions of:

  • WordPress;
  • PHP;
  • a supported theme or page builder;
  • a supported web browser;
  • a hosting environment;
  • other WordPress plugins; or
  • an active internet connection.

An application may require:

  • a compatible browser;
  • JavaScript;
  • internet access;
  • local storage;
  • microphone, camera, location or notification permission;
  • a particular operating system; or
  • another technical capability described on the product page.

Compatibility with every possible combination of hardware, operating system, browser, WordPress theme, plugin, hosting provider or third-party service cannot be guaranteed.

Product pages should be reviewed before purchase. Contact SPMarketing before purchasing when compatibility is uncertain.

Software licences

A software licence may be restricted by:

  • the number of permitted websites or installations;
  • the licence duration;
  • the subscription level;
  • the purchasing account;
  • the registered domain;
  • the permitted user or organisation; and
  • the applicable licence terms.

Licence keys must not be published, resold, shared publicly or used beyond the purchased licence allowance.

SPMarketing may suspend or deactivate a licence where there is reasonable evidence of:

  • unauthorised distribution;
  • fraudulent use;
  • excessive activation beyond the purchased limit;
  • payment reversal;
  • chargeback;
  • breach of licence terms; or
  • activity that threatens the security of the product or service.

SPMarketing will take reasonable steps to contact the purchaser where appropriate before permanently terminating a paid licence.

Payments

Payments may be processed securely by Stripe or another payment provider identified during checkout.

Depending on the checkout and customer location, available payment methods may include:

  • Visa;
  • Mastercard;
  • American Express;
  • debit cards;
  • digital wallets;
  • bank-based payment methods; and
  • other methods displayed by Stripe during checkout.

Available payment methods can vary by country, currency, device and transaction.

SPMarketing does not ordinarily receive or store complete payment-card numbers or card security codes. Payment information is submitted securely to Stripe or the relevant authorised payment provider.

The final price, currency, billing frequency and applicable taxes will be displayed before payment is confirmed.

Bank-statement description

Payments will appear on the customer’s bank or card statement using the statement descriptor displayed during checkout or on the payment receipt.

Current statement descriptor: SPMartketing / SPM

Customers who do not recognise a charge should compare:

  • the transaction date;
  • the transaction amount;
  • the email address used for the purchase;
  • Stripe payment receipts;
  • SPMarketing invoices; and
  • recent application, plugin or licence purchases.

Contact support@spmarketing.info before initiating a chargeback so that SPMarketing can investigate the transaction.

Receipts and invoices

Stripe normally sends a payment receipt to the email address supplied during checkout where receipt emails have been enabled.

A customer who requires another copy of a receipt or invoice should contact:

support@spmarketing.info

Please provide the purchasing email address, payment date and product name.

Refund Policy

This Refund Policy applies to purchases made directly from SPMarketing.

Purchases made through an application store, marketplace, reseller or another platform may be governed by that platform’s refund process. In those circumstances, the refund request may need to be submitted directly to the platform.

Nothing in this policy limits a consumer’s statutory rights.

Change-of-mind requests for digital content

Customers purchasing digital content may normally have a 14-day cancellation period under applicable UK consumer law.

However, where the customer requests or expressly consents to immediate digital delivery and acknowledges that the cancellation right will be lost when supply begins, the change-of-mind cancellation right may end once the customer:

  • downloads the product;
  • receives or accesses the digital content;
  • activates the licence;
  • begins using the application;
  • obtains access to a paid feature; or
  • otherwise begins receiving the digital supply.

The relevant acknowledgement should be presented during checkout where immediate digital delivery applies.

A customer who does not agree to immediate supply may be required to wait until the statutory cancellation period has ended before receiving the digital content.

Faulty, unavailable or incorrectly described products

Customers should contact SPMarketing where digital content is:

  • faulty;
  • materially different from its description;
  • inaccessible because of a fault attributable to SPMarketing;
  • not supplied as agreed;
  • incompatible despite being expressly advertised as compatible with the customer’s disclosed system; or
  • otherwise not supplied with the rights required by applicable consumer law.

SPMarketing may initially attempt to:

  • diagnose the problem;
  • repair the product;
  • provide an update;
  • replace the digital content;
  • restore access;
  • correct the licence; or
  • provide reasonable instructions that resolve the issue.

Where a repair or replacement is impossible, unsuccessful, disproportionate or not provided within a reasonable time, the customer may be entitled to an appropriate price reduction or refund under applicable law.

Refunds SPMarketing may approve

Subject to the circumstances, SPMarketing may approve a full or partial refund where:

  • the customer was charged more than once for the same purchase;
  • payment was taken but the product was not supplied;
  • the wrong product was supplied;
  • a licence cannot be activated because of a fault attributable to SPMarketing;
  • a product is materially faulty and cannot be repaired or replaced;
  • the purchase was genuinely unauthorised;
  • a refund is required by applicable law;
  • a specific money-back guarantee was stated on the product page; or
  • SPMarketing determines that a refund is fair and appropriate.

Circumstances where a discretionary refund may be refused

Except where statutory rights apply, a discretionary refund may be refused where:

  • the customer changed their mind after digital supply began;
  • the product has been downloaded, accessed, installed or activated;
  • the customer failed to review clearly stated compatibility requirements;
  • the problem is caused by unsupported third-party software;
  • the customer’s hosting environment does not meet stated requirements;
  • the customer has modified the product;
  • the product has been misused;
  • the licence key has been shared or used beyond its permitted allowance;
  • the customer refuses to provide reasonable information needed to investigate the issue;
  • the issue can be resolved through a reasonable update, repair or replacement;
  • the purchase was made through a third-party platform whose refund rules apply;
  • a service has already been fully performed; or
  • the request is fraudulent or abusive.

This section does not remove any legal remedy available for faulty, misdescribed or improperly supplied digital content.

How to request a refund

Send the request to:

support@spmarketing.info

Use the email subject:

Refund Request – [product name]

Include:

  • the purchaser’s name;
  • the purchasing email address;
  • the product or service name;
  • the transaction, invoice or receipt number;
  • the purchase date;
  • the amount paid;
  • the reason for requesting a refund; and
  • relevant technical details where the product is alleged to be faulty.

SPMarketing may request additional information to verify the transaction or investigate a technical problem.

Submitting a refund request does not automatically mean that a refund will be approved.

Refund processing

Approved refunds will normally be returned through the original payment method.

SPMarketing cannot normally refund a payment to a different card, bank account or person.

Once a card refund has been submitted through Stripe, it commonly takes approximately 5–10 business days to appear on the customer’s account, depending on the bank or card issuer.

A refund submitted shortly after payment may appear as a reversal. In that situation, the original transaction may disappear rather than appearing as a separate refund.

Bank processing times are outside SPMarketing’s direct control.

Subscriptions and recurring payments

Some applications, plugins, licences or services may be sold as recurring subscriptions.

Before subscribing, the checkout or product page should clearly state:

  • the initial price;
  • the billing currency;
  • the billing frequency;
  • any introductory or trial period;
  • the price payable after a trial or promotion;
  • whether the subscription renews automatically;
  • what is included;
  • how to cancel; and
  • when cancellation takes effect.

By purchasing an automatically renewing subscription, the customer authorises recurring charges at the interval shown during checkout until the subscription is cancelled.

Cancelling a subscription

A customer may cancel an SPMarketing subscription by:

  • using the subscription-management link supplied by Stripe or within the customer account; or
  • emailing support@spmarketing.info.

An emailed cancellation request should include:

  • the purchaser’s name;
  • the email address used for payment;
  • the product or subscription name; and
  • the latest invoice or receipt number.

Unless otherwise stated, cancellation stops future renewals. Access will normally continue until the end of the current paid billing period.

A customer should cancel before the next stated renewal date to prevent another payment from being processed.

SPMarketing will honour any additional statutory cancellation or renewal cooling-off rights that apply to the subscription at the relevant time.

Subscription refunds

Cancellation of a subscription does not automatically create a right to a refund for the current billing period.

Except where required by law or expressly stated in a product guarantee:

  • monthly subscription fees are normally non-refundable after the billing period has begun;
  • annual subscription fees are normally non-refundable after digital access or licence use has begun;
  • unused time is not normally refunded on a pro-rata basis; and
  • cancellation normally prevents the next renewal rather than reversing the current payment.

SPMarketing may nevertheless provide a full or partial discretionary refund where:

  • a renewal payment was taken after a valid cancellation;
  • the same subscription was charged more than once;
  • a serious technical fault prevented meaningful use;
  • an incorrect subscription was supplied;
  • a statutory cooling-off right applies;
  • a renewal refund right applies under legislation in force at the time; or
  • SPMarketing considers a refund fair in the circumstances.

Free trials and promotional periods

Where a free or reduced-price trial converts to a paid subscription:

  • the conversion date;
  • the price following the trial;
  • the billing frequency; and
  • the cancellation method

should be displayed before the customer agrees to the trial.

Customers are responsible for cancelling before the stated conversion date where they do not wish to continue, subject to any statutory rights that apply.

Promotional prices apply only for the period and under the conditions stated in the relevant offer.

Failed and overdue subscription payments

Where a recurring payment fails, Stripe or SPMarketing may:

  • attempt the payment again;
  • ask the customer to update their payment method;
  • temporarily restrict paid features;
  • suspend licence updates or support;
  • suspend the subscription; or
  • cancel the subscription.

SPMarketing will not intentionally continue charging after a subscription has been properly cancelled, except for amounts that became payable before cancellation.

Purchases made through app stores or marketplaces

Where a product is purchased through:

  • Apple App Store;
  • Google Play;
  • Microsoft Store;
  • WordPress marketplaces;
  • another application marketplace;
  • a software reseller; or
  • another third-party platform,

payments, cancellations and refunds may be administered by that platform.

SPMarketing may not have the ability to issue a direct refund for a transaction collected by a third party.

Customers should review their marketplace receipt and submit the request through the marketplace’s official refund process where required.

SPMarketing will provide reasonable product-support information to assist with a legitimate request.

Professional services and custom work

Website, SEO, development, consultancy, customisation or other professional services may be subject to a separate quotation, proposal, statement of work or service agreement.

Where a customer asks for a service to begin during a statutory cancellation period, the customer may be required to:

  • expressly request that work begins;
  • acknowledge that charges may become payable for work already performed; and
  • acknowledge that the cancellation right may be lost once the service has been fully performed.

Where a service is cancelled after work has begun, SPMarketing may charge a reasonable and proportionate amount for work already completed, subject to the agreement and applicable law.

Deposits, scheduled work and custom development may be subject to separate cancellation terms disclosed before payment.

Unauthorised or unrecognised payments

A customer who believes a payment was unauthorised should:

  1. Contact support@spmarketing.info immediately.
  2. Provide the transaction date, amount and available receipt information.
  3. Do not email complete card details.
  4. Secure the relevant email, Stripe or customer account.
  5. Contact the bank or card issuer where fraud is suspected.

SPMarketing may ask Stripe to investigate and may suspend related licences or accounts while the matter is reviewed.

Chargebacks and payment disputes

Customers are encouraged to contact SPMarketing before filing a chargeback.

Many issues involving:

  • an unrecognised statement descriptor;
  • an incorrect email address;
  • a missing download;
  • licence activation;
  • duplicate payment;
  • cancellation; or
  • a technical fault

can be resolved directly.

Where a chargeback is opened, SPMarketing may provide Stripe, the bank or card network with relevant evidence, including:

  • transaction information;
  • proof of digital delivery;
  • licence activation records;
  • account access records;
  • relevant IP or device information;
  • customer communications;
  • product descriptions;
  • acceptance of checkout terms; and
  • cancellation or refund records.

Licences or paid access associated with a reversed or charged-back payment may be suspended while the dispute remains unresolved.

Security concerns

Potential security vulnerabilities should be reported privately to:

support@spmarketing.info

Use the email subject:

Private Security Report

Please do not publicly disclose a suspected vulnerability before SPMarketing has had a reasonable opportunity to investigate and address it.

Do not access, alter, download or disclose information belonging to another person when investigating a suspected issue.

Complaints

A customer who is dissatisfied with a product, payment decision or support response may submit a formal complaint to:

support@spmarketing.info

Use the email subject:

Formal Complaint

Include:

  • the customer’s name;
  • the order or transaction reference;
  • a summary of the problem;
  • previous correspondence;
  • the outcome requested; and
  • any relevant supporting evidence.

SPMarketing will review the complaint and provide a substantive response as soon as reasonably practicable.

Privacy

Personal information submitted through support requests, payment investigations, refunds and complaints will be processed in accordance with the SPMarketing Privacy Policy.

Privacy Policy:

https://spmarketing.info/privacy-policy/

Information may be shared with Stripe, banks, card networks, professional advisers or relevant service providers where reasonably necessary to process a payment, investigate fraud, resolve a dispute or comply with legal obligations.

Legal rights

Nothing on this page excludes or restricts any statutory rights that cannot lawfully be excluded or restricted.

UK consumers can obtain information about consumer rights from Citizens Advice or the relevant consumer-protection authority.

Business information

SPMarketing is a trading name of:

Steven Thomas Parkinson Ltd
Company number: 15600768
Registered office:
5 Eryngo Street
Stockport
England
SK1 4DH

Customer support:

support@spmarketing.info

General enquiries:

info@spmarketing.info

Website:

https://spmarketing.info

Related policies

Customers should also review:

  • Privacy Policy;
  • Terms and Conditions;
  • Cookie Policy;
  • relevant product licence terms;
  • relevant subscription terms; and
  • any product-specific refund or support conditions displayed before purchase.