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Refund & Cancellation Policy

1. Introduction and scope

All services provided by UK Digital Partners are bespoke digital services, so payments become non-refundable once a project, design or package has been approved or once a promotional package has been selected and work has started. This policy explains when a refund may and may not be available.

This policy is issued by UK Digital Partners, 61 Bridge Street, Kington, HR5 3DJ, United Kingdom (company number 17002981) ("we", "us", "our"). It applies to every client ("you") who purchases any of our services, including:

  • Custom web development, website redesigns and website edits
  • Native and hybrid app development
  • UI / UX design
  • Branding and brand design
  • Digital marketing, SEO with AI and social media management
  • Any fixed-price, discounted or promotional package

This policy forms part of our Terms & Conditions. By paying a deposit, accepting a quote or selecting a package, you agree to this policy.

2. Payments, deposits and when work begins

Work starts once we receive your deposit or full payment and you confirm the project brief, quote or package.

  • Deposits. Most projects require an upfront deposit before work begins. The deposit reserves our team's time and covers initial planning, research and setup, so it is non-refundable once work has started.
  • Milestone payments. Larger projects may be billed in stages. Each stage payment covers the work delivered in that stage.
  • Approval. "Approval" means you confirm a design, draft, mock-up, milestone, content, campaign or final delivery in writing, including by email, WhatsApp, our project portal or by payment of the next invoice.
  • Third-party costs. Domains, hosting, premium themes, plugins, stock assets, software licences, app store fees and advertising spend are paid to third parties on your behalf and are never refundable by us.

3. Cancellation before work starts

A full refund is available only if you cancel in writing before any work has started on your project.

Business clients. If you buy our services for business purposes, you may cancel before work begins for a full refund. Once work has started, the non-refundable terms in section 4 apply.

Consumer clients (14-day cancellation right). If you are an individual buying for personal use, UK law gives you 14 days from the date of the contract to cancel. By asking us to start work within those 14 days, you agree that:

  • If you cancel within 14 days after work has started, you will pay for the work done up to the date you cancel, and we will refund the balance.
  • Once the service has been fully delivered within the 14 days, you lose your right to cancel.

We will ask you to confirm this request and acknowledgement before we begin.

4. When refunds are not available

Subject to section 3 and your statutory rights, payments are non-refundable in any of these situations:

  • After approval. Once you have approved a design, draft, mock-up, milestone, campaign or final delivery, the payment for that work is non-refundable.
  • Promotional and discounted packages. Once you select a promotional, discounted, bundled or special-offer package and work has started, it is non-refundable and cannot be exchanged for cash or credit.
  • Work already started or completed. Time and resources spent on your project cannot be recovered, so payment for work done is not refunded.
  • Change of mind. Changing your business direction, preferences, budget or deciding you no longer need the service is not grounds for a refund.
  • Client delays. If you do not supply content, feedback, access or approvals within 30 days of our request, the project may be closed and payments made are not refunded.
  • Third-party costs and ad spend. Domains, hosting, licences, plugins, app store fees and paid advertising budgets.
  • Results-based services. Digital marketing, SEO and social media results (rankings, traffic, followers, leads or sales) depend on factors outside our control. Not reaching a particular result is not grounds for a refund.
  • Monthly and retainer services. Retainers such as SEO, marketing and social media management can be cancelled with 30 days' written notice. Months already started or paid are not refunded.
  • Delivered digital files. Once source files, logos, brand assets, code or other digital deliverables have been handed over, they are non-refundable.

5. When a refund may be given

We will consider a full or partial refund only if we are unable to deliver the agreed service, or the work does not match the agreed scope and we cannot fix it after a reasonable number of revisions.

  • We will first try to put things right through revisions or corrections at no extra cost.
  • Any partial refund is based on the work not yet completed, at our reasonable assessment.
  • Approved refunds are paid to the original payment method within 14 days.
  • Nothing in this policy affects your statutory rights, including your right under the Consumer Rights Act 2015 to services performed with reasonable care and skill.

6. How to request a refund or cancel

Send a written request within 7 days of the issue arising, including your name, project or invoice number and the reason. We will reply within 5 working days.

Email: resolution@ukdigitalpartners.com

7. Chargebacks and disputes

Please contact us before raising a dispute with your bank or card provider so we can try to resolve it. If a chargeback is raised for work that has been approved or delivered, we will provide evidence of the work, approvals and this policy to the payment provider.

8. Changes to this policy

We may update this policy from time to time. The version in force when you accepted your quote or package applies to your project. This policy is governed by the laws of England and Wales.