Refund policy.
Digital builds are delivered fast, so the rules need to be clear. Here is exactly when money comes back and how to ask.
1. Preview before you buy
Every listing has a live preview and, where relevant, demo credentials for the customer and admin areas. We strongly recommend clicking through the preview before purchasing, because digital builds are delivered immediately.
2. When we refund in full
The build is materially different from the listing description or preview.
The build cannot be delivered, or the handover pack is incomplete and we cannot fix it.
A defect exists in the delivered code that we are unable to resolve within a reasonable time.
3. When we do not refund
You changed your mind after handover, or bought the wrong build when a preview was available.
You want features that were never listed, beyond the scope of the website enhancement packs.
The build has been modified by you or a third party and the issue arises from those changes.
Hosting, domain or third-party service problems outside the delivered build.
4. Before requesting a refund
Open a support ticket describing the issue. Most problems are resolved inside the free-changes allowance within a day or two, and we would much rather fix the build than refund it.
5. How to request one
Request a refund from the order in your customer area, or through the support desk, within 14 days of handover. Include your project reference and what went wrong.
Approved refunds are returned to the original payment method within 5 to 10 working days.
6. Cancellations before handover
If you cancel before the build is handed over and before customisation work has started, we refund in full. Once customisation requests have been actioned, we deduct a fair amount for the work completed.
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