This Dispute & Complaints Policy forms part of the contract between you and WorkVera Limited ("WorkVera", "we", "us", "our"). It applies to all purchases of our services and digital products and explains how we handle complaints, disagreements, refund requests and payment disputes.
We believe that the majority of concerns can be resolved quickly and fairly by speaking with us directly. This policy sets out a clear and structured process to ensure every concern receives proper attention, a thorough investigation, and a fair outcome — in accordance with UK consumer law and our own commitment to excellent service.
WorkVera Limited — registered in England & Wales
Website: workvera.uk
Disputes & complaints email: info@workvera.uk
Payments processed by: Third-party payment processors (Wise, Stripe, Airwallex or similar). All payments in GBP.
Nothing in this policy removes or limits any statutory rights you hold under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. About this policy
This policy covers all disputes, complaints and concerns arising from purchases made through workvera.uk or arranged in writing directly with WorkVera Limited. It applies to all four of our service categories:
- Device & printer advisory — guidance on selecting, setting up and troubleshooting devices and printers for home or small office use
- Digital presence & visibility — support with how your business appears online, including Google Business Profile, local SEO and directory listings
- Website advisory & management — guidance and assistance with website setup, content, performance and ongoing management
- Digital guides & reference kits — downloadable guides, checklists and reference materials delivered electronically
This policy should be read alongside our Refund & Cancellation Policy, Delivery & Fulfilment Policy, and Terms & Conditions.
2. Our commitment to fair resolution
WorkVera Limited is committed to handling all complaints and disputes with professionalism, impartiality and genuine care. Our commitments are:
- We will acknowledge every complaint in writing within 2 working days of receiving it
- We will investigate every complaint thoroughly and impartially, considering all relevant information before reaching a conclusion
- We will aim to reach and communicate a resolution within 5 working days of acknowledgement — or keep you updated if additional time is needed for more complex matters
- We will not dismiss complaints on procedural grounds where a genuine concern is being raised
- We will always act in accordance with applicable UK consumer law and our contractual obligations
- Where we have made an error, we will acknowledge it and put it right
Our goal is resolution, not rejection. We would rather work with you directly to reach a fair outcome than have a concern escalate unnecessarily. Please always contact us first — in most cases we can resolve matters quickly and without formality.
3. What counts as a dispute or complaint
A dispute or complaint is any expression of dissatisfaction with WorkVera Limited relating to a purchase, service delivery, or our conduct. Common reasons customers contact us include:
- A service or digital product was not delivered within the expected timeframe
- A service or product was not as described on our website or at the point of purchase
- The quality of a delivered service or product was not satisfactory or not fit for the described purpose
- A scheduled advisory session was cancelled or not completed by WorkVera
- A refund request was not processed, or the outcome of a refund assessment is disputed
- A billing or payment error occurred — for example, an incorrect amount was charged
- A customer believes they were treated unfairly or without reasonable care in the handling of their order or enquiry
- A technical failure on our side prevented access to a digital product or service
General enquiries are not complaints. If you simply have a question about an order or service, you can contact us at info@workvera.uk and we will respond within 2 working days. A dispute or complaint is only raised when you are dissatisfied and wish to seek a formal resolution or remedy.
4. How to raise a complaint
To raise a complaint or dispute, please contact us in writing by email. This ensures we have a clear written record of your concern and can investigate it properly.
Submit your complaint to: info@workvera.uk
Please include all of the following in your message:
- Your full name and the email address used to place the order
- The name of the service or product your complaint relates to
- Your order reference number or payment receipt (if available)
- The date of purchase and, if applicable, the date of the advisory session
- A clear description of the issue — what happened, what you expected, and how you were affected
- The outcome you are seeking — for example, a refund, re-delivery, correction or explanation
- Any supporting information or evidence — for example, screenshots, copies of emails received, or details of access errors
Providing complete information at the outset will help us investigate your complaint as quickly as possible and avoid unnecessary back-and-forth. We will always tell you if we need anything further before we can proceed.
Please raise your complaint before approaching your bank or payment provider. Contacting us directly gives us the opportunity to resolve the matter promptly and in a way that avoids the time and complexity of a formal chargeback process. See Section 9 for more on chargebacks.
5. Our complaints handling process
All complaints received by WorkVera Limited are handled in accordance with the following process. We are committed to keeping you informed at every stage.
Complex complaints: Some complaints may require more than 5 working days to investigate fully — for example, where third-party payment processor records need to be reviewed, or where the matter involves multiple service components. In such cases we will contact you within 5 working days to provide an update and an estimated resolution timeline.
6. Refund outcomes by service type
The outcome of a complaint that involves a refund request will depend on the nature of the service purchased, the stage at which the complaint is raised, and the specific circumstances involved. The following table summarises our standard approach:
| Scenario | Service type | Standard outcome | Eligibility |
|---|---|---|---|
| Service not yet started; cancellation requested within 24 hours of purchase | All services | Full refund | Full Refund |
| Service not yet started; cancellation requested after 24 hours but within cooling-off period (14 days for consumers) | Advisory & managed services | Full refund subject to no preparation work having commenced | Full Refund |
| Service partially delivered; customer cancels or raises a quality complaint | Advisory & managed services | Partial refund based on proportion of service not yet delivered, less preparation time already invested | Partial Refund |
| Service fully delivered; complaint raised within 7 days of delivery about quality or accuracy | Advisory & managed services | Re-delivery or correction in the first instance; partial or full refund if re-delivery is not possible or appropriate | Review Required |
| Service fully delivered; no complaint raised within 7 days; change-of-mind request | All services | No refund — service considered fulfilled | No Refund |
| Digital guide or reference kit — accessed or downloaded; change of mind | Digital guides & reference kits | No refund — consistent with UK consumer law where consent to immediate delivery was given at checkout | No Refund |
| Digital guide or reference kit — not as described, materially incorrect, or technical access failure | Digital guides & reference kits | Corrected version or replacement in the first instance; full or partial refund if correction is not possible | Refund Available |
| Advisory session missed by WorkVera without reasonable notice or rescheduling | Advisory sessions | Full refund of the session fee, or reschedule at no charge — customer's choice | Full Refund |
| Advisory session missed by customer with less than 48 hours' notice | Advisory sessions | No automatic refund; credit or rescheduling may be offered at WorkVera's discretion depending on circumstances | Discretionary |
| Service could not be delivered due to technical or operational failure on WorkVera's side | All services | Full refund or re-delivery, at customer's preference | Full Refund |
| Billing error — incorrect amount charged | All services | Correction and refund of the overcharged amount | Refund of Difference |
Every case is reviewed individually. The above table represents our standard approach, but we review every complaint on its own merits. We may offer remedies beyond what is set out here where the circumstances justify it. We reserve the right to offer goodwill resolutions in cases of genuine hardship or exceptional circumstances.
7. Refund processing & timelines
Where a refund is approved as the outcome of a dispute or complaint:
- Refunds are issued to the original payment method used at the time of purchase
- We will process the refund within 5–10 working days of confirming the outcome with you in writing
- The time taken for funds to appear in your account depends on your bank or payment provider — typically an additional 3–7 working days after we initiate the refund
- We cannot issue refunds to a different card, bank account or payment method than the one originally used, unless there is a specific reason making this impossible (which must be verified)
- For consumer cooling-off period cancellations, we will issue refunds within 14 calendar days of receiving your cancellation notice, as required by the Consumer Contracts Regulations 2013
Currency: All refunds are issued in GBP (£). If your card or account operates in a different currency, any exchange rate difference arising from the conversion is outside our control and cannot be compensated by WorkVera Limited.
7.1 Partial refunds
Where a partial refund is the agreed outcome, we will provide a clear written breakdown showing how the partial refund amount was calculated — including what portion of the service was delivered, any preparation time already invested, and the resulting refundable amount. You will have the opportunity to discuss this calculation before it is finalised.
8. Service-specific dispute guidance
8.1 Device & printer advisory
Disputes in this category most commonly arise where a customer believes the guidance provided was inaccurate, incomplete, or not applicable to their specific device or setup. When raising such a complaint, please include:
- The specific device(s) or printer model(s) involved
- What guidance was provided and why you believe it was incorrect or incomplete
- Any steps you took based on the guidance and what happened as a result
We note that outcomes from applying technical guidance can depend on individual device configurations, software versions and user actions — factors outside our control. Where our guidance was accurate and complete based on the information provided to us, we cannot accept liability for outcomes arising from differences in individual device environments. However, if we made an error, we will acknowledge and correct it.
8.2 Digital presence & visibility
Disputes in this area may relate to the quality of advice on Google Business Profile setup, local SEO or directory listing support. Please be aware that results from digital presence work (such as search ranking improvements) are inherently variable and depend on many factors outside WorkVera's control, including platform algorithms and competitive market conditions. Dissatisfaction with results — as distinct from dissatisfaction with the quality or accuracy of work delivered — is not in itself grounds for a refund.
Complaints about specific errors, omissions or materially incorrect advice will always be reviewed on their merits.
8.3 Website advisory & management
For ongoing website management services, disputes may arise at different points in the service lifecycle. When raising a complaint in this category, please specify clearly which aspect of the service the complaint concerns — for example, a specific management task, a piece of advice given, or an output delivered — and provide as much detail as possible about what was agreed and what was actually delivered.
For multi-session or ongoing packages, partial refunds will be calculated on a pro-rata basis reflecting the proportion of the agreed scope of work not yet delivered at the point of cancellation or complaint, less any preparation and research time already invested.
8.4 Digital guides & reference kits
Because digital guides and reference kits are delivered electronically and can be retained once accessed, refunds are not available for change of mind following download or access. Complaints about the content of digital products — such as material inaccuracies, missing content, or technical access failures — will always be reviewed and, where upheld, remedied by a corrected version or refund as appropriate.
Please contact us before purchase if you have any questions about whether a specific guide or kit is suitable for your needs. We are happy to describe the content in more detail before you commit. Once a digital product has been accessed, we are unable to offer a refund for change-of-mind purchases.
9. Chargebacks & payment disputes
A chargeback is a claim raised through your bank or card provider to reverse a payment. While chargebacks are a legitimate consumer protection mechanism, we ask that you contact us directly before initiating one, as we can in most cases resolve concerns more quickly and simply through our own complaints process.
Please contact us first. Email us at info@workvera.uk with the details of your concern before approaching your bank. We will respond within 2 working days and aim to resolve the matter within 5 working days — which is typically much faster than a formal chargeback process.
9.1 If a chargeback is opened
If a chargeback or payment dispute is opened through your bank or payment provider, WorkVera Limited will:
- Cooperate fully with the payment processor's dispute resolution process
- Submit relevant evidence to our payment processor, including order details, delivery records, session records, and any communications between us
- Suspend access to any service or product directly involved in the active dispute, pending resolution
9.2 Unjustified chargebacks
Where a chargeback is investigated by the payment processor and found to be unjustified — for example, where a service was delivered in full in accordance with the purchase and our stated policies — WorkVera Limited reserves the right to:
- Recover any chargeback processing fees incurred as a direct result of the unjustified claim
- Suspend access to future services where a pattern of unjustified chargebacks is identified
- Take appropriate legal action where a chargeback constitutes fraudulent misrepresentation
9.3 Wise payment disputes
Where payment was made via Wise (formerly TransferWise), please be aware that Wise has its own dispute resolution process. WorkVera Limited will cooperate fully with any Wise-initiated review and will provide all relevant evidence and documentation within the timeframes specified by Wise. We strongly recommend contacting us directly before initiating a dispute through Wise, as direct resolution is typically faster and less administratively burdensome for both parties.
Important note on payment processor disputes: Our payment processors (Wise, Stripe, Airwallex and others) each have their own dispute and chargeback policies, timelines and evidence requirements. If a dispute is opened, the outcome is ultimately determined by the payment processor in accordance with their own rules and card scheme regulations. WorkVera Limited does not control payment processor decisions, but we will always cooperate fully and present accurate evidence.
10. Escalation & external dispute resolution
If you have raised a complaint with WorkVera Limited and are not satisfied with our final response — or if we have not provided a final response within 8 weeks of your initial complaint — you may have the right to escalate your complaint to an external body.
10.1 Alternative Dispute Resolution (ADR)
Alternative Dispute Resolution (ADR) schemes provide independent review of unresolved disputes between consumers and businesses. WorkVera Limited is committed to participating in ADR where applicable and required. At the time of our final response to your complaint, we will provide relevant information about ADR options available to you.
10.2 UK consumer rights bodies
If you are a consumer in the United Kingdom, you may also contact or seek guidance from the following bodies:
- Citizens Advice consumer helpline — provides free, impartial guidance on your consumer rights and how to escalate complaints
- Trading Standards — the relevant local Trading Standards office can be reached via Citizens Advice or your local authority
- Financial Ombudsman Service (FOS) — relevant only if your complaint relates to a financial product or a regulated payment service (not typically applicable to WorkVera's services, but may be relevant where a payment processor dispute is involved)
10.3 UK courts
You retain the right to pursue your complaint through the UK's civil courts at any stage. For smaller claims, the Small Claims Court (part of the County Court) is typically the most accessible route for individuals. WorkVera Limited will always endeavour to resolve matters before court proceedings become necessary.
Online dispute resolution: The European Commission's Online Dispute Resolution (ODR) platform is available at ec.europa.eu/consumers/odr. While this platform was primarily designed for EU consumers, it may still be relevant in some cross-border contexts. Our email for ODR purposes is info@workvera.uk.
11. Acting in good faith
WorkVera Limited is committed to acting in good faith in all dealings with customers. We ask the same of customers who raise complaints or disputes. Specifically:
- Complaints should be raised honestly and based on genuine concerns, with accurate information provided
- Customers should provide complete and accurate information when raising a complaint, and promptly respond to reasonable requests for additional information
- Customers should allow WorkVera a reasonable opportunity to investigate and respond before escalating a complaint or opening a chargeback
Misuse of the complaints process: WorkVera Limited reserves the right to decline to process a complaint, or to cease engagement with a customer, where a complaint is made fraudulently, abusively, or in demonstrable bad faith — for example, where a chargeback is opened for a service that was delivered in full in accordance with the purchase and our stated policies, or where communications are threatening or abusive.
Nothing in this section affects the statutory rights of genuine complainants acting honestly.
We will always treat customers with respect and professionalism, and we expect the same in return. If communications become abusive or threatening, WorkVera Limited reserves the right to suspend engagement and deal with the matter solely in writing.
12. Changes to this policy
We may update this Dispute & Complaints Policy from time to time to reflect changes in our services, business model, or applicable law. When we make changes:
- We will update the "Last updated" date at the top of this page
- We will take reasonable steps to notify customers of significant changes — for example, by a notice on our website or by email where we hold your contact details
The version of this policy in force at the time you placed your order will generally be the version that applies to any dispute arising from that order, unless a change is required by law or is beneficial to consumers.
13. Contact us
To raise a complaint or dispute, or if you have any questions about this policy, please contact us at:
WorkVera Limited
Complaints & disputes email: info@workvera.uk
Contact form: workvera.uk/contact
We will acknowledge all complaints within 2 working days and aim to resolve them within 5 working days. For complex matters we will update you within 5 working days with a revised timeline.
This policy should be read alongside our other legal documents, all available at workvera.uk: