Legal
Refund Policy
Our services are digital and delivered as written work or implementation time. This page explains what happens if you want to cancel, at each stage.
Last updated: 20 August 2026
Before work has started
If you have paid and we have not started the work, tell us and we will refund you in full. Nothing needs to be justified — until we begin, there is nothing to charge for.
Once work has started
If you cancel after we have begun, we refund the part of the fee that relates to work not yet carried out. We will tell you plainly what has been done, and send you whatever has been produced so far.
Completed digital services
Once a review, audit or blueprint has been delivered, the service has been performed and it cannot be returned, so it is not refundable simply because you disagree with the recommendations.
That does not apply if we got it wrong. If the work was not delivered as described, is materially incomplete, or contains factual errors about your website, tell us within 14 days of delivery. We will correct it at no charge, and if we cannot put it right we will refund you.
The Technical Fix Package
Scope is confirmed in writing before any work starts. If the agreed task turns out not to be possible, or we cannot complete it, you are not charged for it — any amount already paid for that task is refunded. If you cancel mid-task, we charge only for the work already carried out.
Custom development
Custom projects are quoted individually and normally run in stages with payments attached to them. If a project is cancelled, completed stages are payable and work already carried out in the current stage is charged on the basis agreed in the proposal. Any amount you have prepaid for work not yet carried out is refunded. Deposits reserve scheduled development time and are refundable up to the point that work on the project begins.
If you are a consumer
Consumers in the UK normally have 14 days to cancel a contract made online. If you ask us to start within those 14 days, you can still cancel, but you must pay for what has already been provided. If the service is fully performed within the 14 days at your express request, and you acknowledged that you would lose the right to cancel once it was complete, the right to cancel no longer applies.
Nothing in this policy removes or reduces your statutory rights. If a service is not carried out with reasonable care and skill, your rights under the Consumer Rights Act 2015 apply regardless of anything written here.
How to ask for a refund
Send us a message through the contact form with your name, the service and what you would like to happen. If you have a request reference — it looks like KLY-260821-A7F3 — quoting it is the quickest way for us to find the work. We reply within 5 business days. Agreed refunds are paid back by the same method you used to pay, within 14 days of us agreeing them.