Legal

Delivery & Refunds

Delivery is electronic and cancellation is statutory. This page sets out both, together with the model wording the Consumer Contracts Regulations 2013 put in a schedule for the purpose - reproduced rather than paraphrased, because paraphrasing it is how rights go missing.

Who this is

Testiform LTD 167-169 Great Portland Street, London, England, W1W 5PF b2b@testiform.com

Edition

This is the edition of 16 September 2026. The edition current on the day an order is confirmed is the one that governs that order; a later edition does not reach back over it. Changes are published here, and anyone with an order in progress is told about a change that affects it.

DR-01

What arrives, and how

An order has been confirmed and the pass has been run.

Steps

01 The report is written as a document.

02 The written case list goes with it, covering every case run, not only the failures.

03 The screen recordings referred to in the entries go with it too.

04 All of it is delivered electronically: by email, or by a download link where the recordings are too large to attach.

Expected result

Nothing is sent by post, and there is no delivery charge of any kind, because there is nothing physical to deliver. Where a download link is used, the covering email says how long the link stays live and what to do if it is opened after that.

DR-02

If it does not arrive

The date in the order confirmation has passed and nothing has been received.

Steps

01 Check the spam or quarantine folder of the address in the order, and check with whoever runs your mail filtering. A message with a large attachment or a download link is the kind that gets held.

02 Write to the address in DR-08. The report is sent again, by a different route if the first one is the problem.

03 If it still does not arrive within a reasonable time after that, you may treat the delivery as failed.

What follows

Where delivery has failed, you may ask for the work to be performed again, or for a reduction in price, under section 55 or 56 of the Consumer Rights Act 2015. Where a failed delivery means the report is of no use to you at all - because the date it was needed for has gone - you may end the contract and have back what you paid for the part not delivered.

A date that moved because access under the Terms of Service did not arrive is not a failed delivery. Where the date moves, the company says so in writing at the time, and the new date is the one this clause works to.

DR-03

Your right to cancel, if you are a consumer

You are a consumer - buying for purposes outside any business of your own - and a contract has been concluded under the Terms of Service.

Steps

01 You have 14 days from the day the contract is concluded.

02 You do not have to give a reason.

03 You tell the company, in a clear statement, by the deadline. The model wording below is the statutory text of that right.

Expected result

This right belongs to consumers. It does not apply where you are buying for a business, though nothing stops the two sides agreeing something similar in writing.

The right to cancel a service is never lost by starting the work. What changes if work has started at your request is how much of what you paid comes back: the last paragraph of the model wording deals with that. Any clause anywhere claiming that beginning work takes the right away would be unlawful, and there is none on this site.

Your right to cancel - statutory model wording

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us (Testiform LTD, 167-169 Great Portland Street, London, England, W1W 5PF, b2b@testiform.com) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than 14 days from the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.

Reproduced from Schedule 3, Part A of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, with the footnote options resolved for a contract for services: option (a) of footnote 1 gives the cancellation period running from the conclusion of the contract, footnote 2 is filled with this company’s details, and the final paragraph is the one footnote 6 provides. The paragraph about a deduction for the diminished value of goods, and the alternative period running from the day goods are returned, are left out: this company supplies no goods.

DR-04

Material that is handed over straight away

An order includes something that reaches you as digital material rather than as work carried out - a written case list, a report from a pass already run, or a template.

Steps

01 The order confirmation asks for your express consent to that material being supplied inside the 14-day period.

02 It asks you to acknowledge, in the same reply, that once supply of it begins your right to cancel that material is gone.

03 The company keeps that reply.

Expected result

Both of those have to happen for the right to fall away, and they have to happen before supply begins. Give the consent and the acknowledgement, and the 14-day right stops applying to that material once supply of it has started. Give neither, or only one of them, and the right stays in place for the whole 14 days.

Where you do not consent, the company does not begin supplying that material until the 14 days are up, and your right to cancel runs untouched until then.

The pass itself is a service, not digital material, and DR-03 governs it. This clause only reaches the material handed over as a thing in itself.

Digital material supplied immediately

Where you buy digital material that is made available to you straight away, we ask for your express consent in the order confirmation: consent to the supply beginning immediately, and an acknowledgement that you will lose your right to cancel once supply has begun. If you give that consent and we begin to supply the material, the 14-day right to cancel no longer applies to it.

If you do not give that consent, we will not begin supplying the material until the 14-day cancellation period has ended, and you keep your right to cancel during that period.

Losing the right to cancel does not affect your legal rights if the material is faulty, not as described, or not fit for a purpose that you made known to us before you bought it. In those cases you may be entitled to a repair or replacement, a price reduction, or a refund under the Consumer Rights Act 2015.

This wording is the company’s own, not a statutory model text. It sets out what regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 requires, in plain words. The two statutory model texts on this page - the right to cancel above and the cancellation form below - are reproduced from Schedule 3; this one is not, and is not held out as being.

DR-05

How to cancel

You have decided to cancel within the period in DR-03.

Steps

01 Send a clear statement that you are cancelling. An email saying so is enough; a letter is equally good.

02 Send it to the details in DR-08 before the 14 days are up. What matters is the day you send it, not the day it is read.

03 You may use the model form below if you would rather. It is not obligatory and nothing turns on whether you use it.

Expected result

There is no form to request, no reason to give and no cancellation fee. A cancellation sent on the last day of the period is in time.

Model cancellation form

To Testiform LTD, 167-169 Great Portland Street, London, England, W1W 5PF, b2b@testiform.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the provision of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Reproduced from Schedule 3, Part B of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, with the trader’s details filled in. The wording, the square brackets and the note at the end are the schedule’s own.

DR-06

Getting the money back

You have cancelled under DR-03 and DR-05, or a refund is due under DR-02 or DR-07.

Steps

01 The company works out what is due, and where work was begun at your request within the cancellation period, what is due is reduced in proportion to what had been performed by the time you cancelled.

02 It makes the reimbursement without undue delay, and no later than 14 days after being told of the cancellation.

03 It uses the same means of payment you used, unless you have expressly agreed to another.

What follows

No fee is charged for the reimbursement, and nothing is deducted for administering it. There is no credit note in place of money and no voucher offered instead: a refund means the money, by the route it arrived.

There is no clause anywhere on this site saying that sales are final or that digital work cannot be refunded. Such a clause would not be lawful, and it is not the company’s position in any case.

DR-07

If the work is faulty, or is not what was described

A report has been delivered and it is wrong: the scope was not carried out, entries cannot be reproduced from the steps in them, or what arrived is not what the scope said would arrive.

Steps

01 Write to the address in DR-08, saying which order and what is wrong with it.

02 The company looks at it and answers in writing.

03 Where the company was at fault, it puts it right.

What follows

For the testing itself, which is a service, the Consumer Rights Act 2015 gives a consumer the right to have the work performed again where it was not carried out with reasonable care and skill (section 55), or a reduction in price where performing it again is impossible or cannot be done within a reasonable time (section 56).

For anything supplied as digital material, the same Act gives the right to a repair or a replacement, then a price reduction or a refund where a repair or replacement is impossible or is not provided within a reasonable time (the terms in sections 34 to 36, enforced through sections 42 to 45).

Which of those applies depends on what went wrong, not on which the company would prefer. None of them can be excluded, and the limits in the Terms of Service do not touch them.

A defect in your website that the pass did not find is a different matter, and TOS-08 deals with it: a pass covers what is in its scope and says nothing about the rest.

DR-08

Where to send any of this

You are cancelling, complaining, or asking for a refund under any clause on this page.

Steps

01 Send it by email, or by post to the address below.

02 Say which order it concerns.

03 Keep a copy. The day you send it is the day that counts.

Where it goes

Company: Testiform LTD
Address: 167-169 Great Portland Street, London, England, W1W 5PF
Email: b2b@testiform.com

The company does not belong to an alternative dispute resolution scheme and is not obliged to use one. If it joins one, this clause names it. Nothing here stops you from going to court, or from asking your card issuer or payment provider about a payment.

DR-09

What is paid, and in what

An order has been confirmed and payment is being arranged.

Steps

01 The figure is the one in the quote, in pounds sterling.

02 Any tax that applies is already inside it.

03 Payment is made by the method named in the order confirmation, by the date named there.

Expected result

That figure is the end of the arithmetic. Nothing is charged for handling it, nothing is added for paying one way rather than another, and no sum appears later that was not in the quote. This website has no basket, no card field and no payment page: where a card is used, the payment provider named in the confirmation handles that end of it, and the company neither receives nor keeps the details.

How a price is arrived at, and why no figure is published on this site, is set out on the Packages page.