CTT Group ensures that our websites comply with card network standards and adheres to E-commerce best practices

Our Fulfilment Policy aims to help Advisors understand how CTT Group processes Legacy Software orders and provides services for payments made through credit or debit cards using the Stripe payment processor.

This Fulfilment Policy (the “Policy”) explains our delivery processes and outlines the rules and guidelines for refunds on Software purchased from CTT Group.

Please read this Policy carefully to understand your rights and responsibilities as an Advisor.

Delivery of Software

CTT Group provides legal software solutions which are delivered through the following methods:

  • Electronic Delivery: Software services are delivered via email or secure online platforms such as Legacy Portal. Advisors will receive a confirmation email containing the necessary links or attachments upon processing their payment.

Fulfilment Timeline

  • Electronic services are typically fulfilled within 1-3 business days of payment confirmation unless otherwise specified subject to successful completion of ID checks, signature of Contract and completed Direct Debit (where applicable).

Refund Policy

CTT Group only provides refunds under specific circumstances as outlined below:

  • Refund requests must be submitted within 14 days.
  • Refunds are granted if there is a failure to deliver the agreed service or if the service provided does not align with the agreed terms.
  • Refunds are not available for services that have been fully rendered or for software that has been downloaded and accessed.

Refund Process

  • To request a refund, Advisors must contact our Partnership Team partnershipteam@ctt-group.co.uk with a detailed explanation of the issue.
  • Approved refunds will be processed within 14 business days and will be issued to the original payment method.

Advisor Responsibilities

Advisors are responsible for ensuring that:

  • Accurate contact information is provided to facilitate seamless delivery.
  • Any issues with delivery or service quality are promptly reported to CTT Group.

Currency and Billing

All services are billed in GBP.

Support and Dispute Resolution

By purchasing services from CTT Group, Advisors agree to the terms outlined in this Fulfilment Policy.

Notwithstanding other provisions of this Policy we may refuse to grant refunds if you received what you ordered but simply changed your mind about the service.

Return Policy

At CTT Group, we sell digital services. No returns can be made but in certain circumstances we offer refunds. Our refund policy has been explained above.

Complaints Procedure

CTT Group recognises that at times things do go wrong or mistakes are made. CTT Group will always endeavour to amicably rectify any issues raised, but where issues have gone beyond this point then our formal Complaints Procedure will need to be followed.

Please address your complaint in writing to the Client Care Team who will acknowledge the complaint and confirm that it will be dealt with in accordance with the Complaints Procedure.