Clear cancellation and refunds.

Our additional refund promise

If EKENU reviews an order and declines to accept the case, we will refund the full £39. We will also refund the full £39 if you cancel before EKENU sends the first authorised external business email. These promises do not reduce any statutory rights.

Your 14-day cancellation rights

If you are buying as a consumer and the UK distance-selling cancellation rules apply, you normally have 14 days after entering into a service contract to tell EKENU you wish to cancel, without giving a reason. You can cancel by any clear statement, including an email to support@ekenu.com. A cancellation submitted before the deadline counts even if we reply later.

EKENU will not begin a chargeable managed service within that period unless you expressly request early performance. If you request an early start and then cancel during the applicable cooling-off period after work has begun, UK law may permit a reasonable, proportionate charge for services already supplied. Where the law requires it, loss of a consumer cancellation right after full performance depends on an express early-start request and acknowledgement. No box will be pre-ticked.

After the initial enquiry

If EKENU has already sent the first authorised email, we will assess any remaining refund fairly in light of work performed, any applicable statutory cancellation rights, and these terms. There is no guarantee that the other organisation replies or pays. This does not affect your rights where EKENU fails to provide the agreed service with reasonable care and skill.

How to cancel

Send a clear cancellation request to support@ekenu.com. Include the order email, order reference if available, and the statement that you want to cancel. You do not need to explain why. You can also use this sample notice:

To EKENU: I give notice that I wish to cancel my EKENU Managed Follow-up service. Order date: [date]. Order email: [email]. Order reference, if known: [reference].

Email EKENU to cancel →

Refund processing

Where a refund is due, EKENU will arrange repayment through the original payment method without undue delay and within the statutory period where applicable, normally no later than 14 days after a valid consumer cancellation notice. We will confirm when the refund is initiated; a cancellation request is not itself proof a refund has been completed.

Questions or complaints

For questions, complaints and payment disputes, email support@ekenu.com. EKENU is not a regulated debt-enforcement provider or a legal representative. See the service terms and privacy notice for scope and personal-data handling.