This page explains when you can get your money back, how to ask for a refund, and how long it takes. It sits alongside our Terms of Service and our Privacy Policy.

1. Our refund posture

The quoted fee covers a specific scope of work, agreed in writing before the project starts. The 50% deposit reserves your project slot and pays for the initial design work, which begins as soon as you have sent us your content.

Because that work happens up front, the deposit is non-refundable once the design phase has begun, except in the specific situations set out in the sections below.

What we always guarantee is this: we will keep iterating on the draft within the agreed scope until you're satisfied with it. That's what the included revision round is for, and we'll always be reasonable about borderline cases.

2. Consumer cooling-off rights (14-day right to cancel)

If you are buying as a consumer (i.e. not for the purposes of a trade, business, or profession), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days of agreeing to the project, without giving a reason.

Two important caveats:

  • If you ask us in writing to start work immediately (which is normal for a 5-day build), you agree that you may lose the right to cancel once the service is fully performed. If you cancel after work has started but before launch, you must pay for the work we have already done, in proportion to the total project.
  • Most of our clients are businesses, not consumers, in which case the 14-day cooling-off right does not apply.

3. If you cancel after launch

Once your site is live on your domain, the service has been delivered and the full fee is non-refundable. You still own the site and the source code — see Section 7 of the Terms.

4. If we cancel

If, for any reason on our side, we decide not to complete a project we have started, we will:

  • Refund the deposit (and any other fees you have paid) in full.
  • Hand over any work we've already produced for you, with no further claim on it.
  • Recommend another reputable UK web designer where possible.

5. Things that are not refundable

  • Third-party costs we passed through at cost — e.g. domain registration fees, paid stock photo licences, paid plug-in licences, third-party software subscriptions. These are paid to other companies and we cannot get them back.
  • Work outside the agreed scope — e.g. extra rounds of revisions you specifically authorised, additional pages added partway through.
  • Care-plan subscriptions for the period during which the service has already been provided. You can cancel any care plan at any time and you won't be charged for the next month, but the current month is not refunded.

6. How to request a refund

The fastest route is to message us directly:

Please include your project name and the email used at checkout. We will acknowledge within one working day and process eligible refunds within 14 days of the request.

7. How refunds are paid

Refunds are made to the original payment method:

  • Stripe / card: credited to the card used. Most banks show the refund within 5–10 working days.
  • Bank transfer: we will ask you to confirm the account name and number for safety, then send a Faster Payment within 3 working days.

We do not charge any administrative fee for processing a refund.

8. Disputes

If you ever feel a refund decision is unfair, please talk to us first — we'd much rather resolve it directly. UK consumers retain all statutory rights under the Consumer Rights Act 2015 and may, as a last resort, refer the matter to the relevant Alternative Dispute Resolution body or the small-claims court.