Refund & Cancellation Policy

Last updated: [INSERT DATE]

Overview

Our services are custom digital work prepared for each client. This policy explains what happens if you want to cancel, or if something is wrong with a deliverable. It does not affect your statutory rights.

Cancelling a project

To cancel, email [INSERT ACTIVE BUSINESS EMAIL] with your name and project details. We will confirm receipt.

• Before work begins: you will receive a full refund of any amount paid.
• After work has begun: we assess the work already completed (see below) and refund the remainder.
• After the deliverables have been supplied: the project is complete and cancellation no longer applies. If there is a problem with the files, see “Errors and defective deliverables”.

Consumers: 14-day cancellation right

If you are a consumer, you normally have 14 days from the date the contract is formed to cancel under the Consumer Contracts Regulations 2013. If you ask us to start work within those 14 days, you agree to pay for work carried out up to the point you tell us you are cancelling. Once the service has been fully performed at your request within that period, the right to cancel ends.

Business customers do not have this statutory cancellation right; the rest of this policy still applies. [LEGAL REVIEW REQUIRED]

How completed work is assessed

If a project is cancelled after work has begun, we look at the stage reached against the agreed scope (for example artwork review, work in progress, or ready for delivery) and charge a fair proportion of the price for that work. We explain the calculation in writing, and refund the balance.

Errors and agreed revisions

If a deliverable does not match the agreed brief because of our error, we will correct it at no extra cost. Revisions included in the price are handled under the terms in your Project Confirmation. Changes to the original brief are new work, not errors.

Missing or defective deliverables

If a file is missing, will not open, or does not match the agreed format or specification:

1. Email [INSERT ACTIVE BUSINESS EMAIL] within [7 DAYS — CONFIRM] of delivery, if possible.
2. Include your project details, the file name and a description of the problem (screenshots or a photo of a test stitch-out help).
3. We will investigate and resend, correct or redo the work.

If we cannot fix the problem within a reasonable time, you may be entitled to a partial or full refund.

How to request a refund

Email [INSERT ACTIVE BUSINESS EMAIL] with the subject “Refund request”, your name, project details and the reason. We aim to reply within [5 WORKING DAYS — CONFIRM]. Approved refunds are paid using the original payment method within 14 days of approval [CONFIRM].