Refunds and cancellations

Last updated 9 November 2026

1. Your 14-day right to cancel

• If you're a consumer, you can cancel within 14 days of agreeing to a service, without giving a reason, and get a full refund.
• If you ask me to start work within those 14 days and then cancel, you pay for the work already done. Your refund is what you paid minus that amount.
• If the service is fully completed within the 14 days at your request, the right to cancel ends.
• Business customers get the same 14-day terms as a courtesy.

2. Website packages and custom software

• Cancel before work starts: your deposit is refunded in full.
• Cancel after work starts: you get back anything you've paid above the value of the work completed, charged at £55 per hour. You also receive everything produced so far.
• Custom software milestones that have been completed and accepted are non-refundable.
• If I can't complete your project for any reason, you get a full refund for any work not delivered.

3. Consulting calls

• Cancel or reschedule at least 24 hours before the call: choose a full refund or a new time.
• Less than 24 hours' notice: no refund, but you can reschedule once for free.
• If I cancel: choose a full refund or a new time.

4. Project reviews

• Cancel before the review starts: full refund.
• Once the written review has been delivered: no refund.

5. Care plan

• Cancel any time by email. The plan ends at the end of the month you've already paid for, with no further charges.
• Part months aren't refunded, except in the first 14 days of your first month, when cancelling gets you a full refund.

6. How services are delivered

• All services are digital and delivered remotely.
• Websites are published to your domain, or handed over as files together with account access.
• Software is delivered through a code repository that you own.
• Consulting takes place on a video call, followed by a written summary by email.
• Project reviews are delivered as a document by email.
• Delivery times are listed on the pricing page and confirmed in your quote.

7. If you're not happy

• Please tell me first, so I have the chance to put it right.
• Fixes for work that doesn't match the agreed scope are free.
• If we can't resolve it, I'll offer a partial or full refund under this policy.

8. How to request a refund

Email slatehousestudio@hotmail.com with your name and the service you bought. I'll confirm within 2 working days. Approved refunds are made to your original card through Stripe within 14 days, and usually appear on your statement 5 to 10 working days after that.