Draft for business and legal review. Not yet effective. Confirm company details, operating processes and applicable requirements before publishing or taking payments.
01. Before work begins
Request cancellation using the operational contact stated in your signed proposal. The proposed approach is to refund unearned fees, with any lawful, previously authorised and documented third-party commitments identified separately. A deposit is not automatically forfeited.
02. After work has started
The parties should review completed work against the agreed milestones. Any charge for partial performance must be reasonable, documented, permitted by applicable law and consistent with the contract. Unearned balances should be returned; charges cannot override mandatory cancellation rights.
03. Undelivered or defective work
If an agreed service is not delivered or materially fails the agreed scope, contact us with the project reference and details. The appropriate remedy may be correction, re-performance or refund, depending on the facts and applicable rights. This policy does not make correction the only available legal remedy.
04. How refunds are handled
Refunds should ordinarily return to the original payment method unless another lawful method is agreed. Applicable statutory deadlines take precedence over internal review or payment-provider processing. The precise commercial response and refund timeframes must be approved and published before accepting payments.
05. International consumer orders
Some consumer contracts carry mandatory cooling-off and withdrawal rights. Where applicable, an express request is needed before starting work during that period; required acknowledgements must be obtained before any right can expire. A custom-service label alone does not remove these rights. Business-to-business and consumer contracts may have different rules.
06. How to make a request
Provide your name, project or invoice reference, service purchased, reason and preferred contact method. Do not send card details or passwords. This preview uses placeholder contact details; the live complaints address must be inserted before launch.