Website design is a service, so there is no physical item to return. A bespoke project is not automatically “non-refundable” simply because it is customised. Consumer cancellation rights and service quality rights depend on the law and the circumstances of the contract.
1. What this policy covers
This policy concerns website design, WordPress, WooCommerce and related development services supplied by SMARTIFY TECH LTD (company number 16820833). The site does not take online payment for a project. An accepted written proposal sets the project-specific scope, price, payment stages and any third-party items. Nothing here restricts a right you have under applicable law.
2. Consumer right to cancel
If you contract with us as a consumer at a distance or away from business premises, you will generally have 14 days after the day the service contract is made to cancel without giving a reason, unless a statutory exception applies. We will give the required pre-contract information and contract confirmation in a form you can keep when a qualifying contract is agreed.
Custom website design does not by itself remove a consumer's statutory cancellation right. The rules for starting work during the cancellation period are explained below. If no work has started and a valid statutory cancellation is made, amounts paid for the service are refunded in full.
3. If you ask us to start during the 14 days
We will not begin a consumer service during the cancellation period unless you expressly request an early start. If you then cancel within the period, and the legal information and request requirements have been met, you may owe an amount proportionate to the service supplied up to the time you tell us to cancel. The calculation is based on the agreed price, or the market value if that price is excessive.
If the service is fully performed during the cancellation period after your express request and your acknowledgement that the cancellation right will end once fully performed, that statutory cancellation right ends at full performance. We will not treat a general enquiry, a pre-ticked option or silence as that request and acknowledgement.
4. How to tell us you wish to cancel
Send us a clear statement of your decision before the applicable deadline. You can message WhatsApp at +44 7353 021482 or write to our Registered Office: Unit 13 Freeland Park Wareham Road, Lytchett Matravers, Poole, England, BH16 6FA. You may use any other clear statement permitted by law; a particular form is not required. Keep a copy of your message.
“I wish to cancel my contract for [service or project], agreed on [date]. My name is [name] and my project reference is [reference, if known].”
5. When and how a refund is paid
Where a statutory consumer cancellation requires a refund, we will reimburse without undue delay and no later than 14 days after we are informed of the cancellation. We will use the original payment method unless you expressly agree otherwise, and we will not charge a refund fee. Any lawful proportionate charge for service supplied after a valid early-start request will be explained.
6. If the service does not meet the agreed standard
Consumers have rights under the Consumer Rights Act 2015. Services must be carried out with reasonable care and skill. Where a service does not conform to the contract, the law may entitle you to repeat performance at no additional cost, within a reasonable time and without significant inconvenience, or to an appropriate price reduction where repeat performance is unavailable or not provided as required. A price reduction can be up to the full price where appropriate.
Tell us what is wrong and refer to the agreed scope. We will review the issue and the available remedy. These rights are separate from the 14-day change-of-mind cancellation right and cannot be removed by a “no refunds” statement.
7. Business clients and third-party costs
The statutory consumer cooling-off period does not normally apply to a contract made by a business client acting for business purposes. Cancellation terms and charges for that project are set out in the accepted proposal. We will identify any domain, hosting, premium software or other third-party costs before you agree to them; their treatment on cancellation depends on the applicable contract and law. We do not apply a blanket non-refundable rule to every project or fee.
8. Legal sources and contact
This page is based on the Consumer Contracts Regulations 2013, Part 3 and the Consumer Rights Act 2015, services chapter. The relevant law and the facts of an individual contract determine the outcome.
Questions or complaints can be raised through our contact page, by phone on +44 7353 021482, or in writing to the Registered Office above.