REFUND POLICY
Refund Policy – PCW Designs
Last updated: May 2026
1. General Principle
We provide web design, development, and digital services (“Services”) to the highest professional standard. Because our work is bespoke, customised, and often delivered digitally, refunds are not provided for change of mind, subjective aesthetic preferences, or delays caused by the Client.
2. Consumer Clients – Your 14-Day Cancellation Right (Limited)
This section applies only if you are a “consumer” – an individual acting wholly outside your trade, business, or profession.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason.
However, if you expressly agree that work can begin within the 14-day cancellation period and acknowledge that you will lose your right to cancel once the work is fully performed, then:
- If we complete the Services in full during the 14‑day period, you lose the right to cancel.
- If we have partially performed the Services (e.g., delivered design mockups or started coding) before you cancel, you must pay us an amount proportional to what has been supplied up to the point of cancellation. No further refund will be issued for work already completed or digital goods already delivered.
How to cancel (consumers only)
Send a clear statement to admin@pcwdesigns.co.uk within 14 days of the contract date. We will refund any advance payment for work not yet started, minus a 10% administration fee (minimum £48).
3. Business Clients – No Refund Rights
If you are a business (including sole traders, partnerships, limited companies, charities with employees, or any person acting for trade purposes):
All deposits are non‑refundable**.
- Fees for completed work are non‑refundable, even if you later decide not to use the website.
- No right to cancel under the Consumer Contracts Regulations.
- Refunds will only be considered at our sole discretion if we fail to deliver the agreed Scope of Work entirely – and even then, any refund is capped at the proportion of work not delivered, excluding the deposit.
4. Specific Circumstances Where No Refund Is Given
Circumstance Refund?
You change your mind about design colours, layout, or functionality after sign‑off ❌ No
You delay providing content, causing project overrun ❌ No
You do not like the design after multiple revision rounds (we offer reasonable revisions – see your proposal) ❌ No
A third‑party plugin, hosting provider, or API stops working ❌ No – we will assist for a fee
Your website is suspended due to your non‑payment of hosting ❌ No
You decide to move to another designer before project completion ❌ No – but you can pay for work done to date and receive source files (no refund)
We complete the project but you never launch it ❌ No
5. Genuine Defects – Limited Remedy (Not a Refund)
If the final website contains a material, reproducible bug that prevents it from functioning as agreed in the proposal:
- We will fix the bug free of charge within a reasonable time (usually 14–21 days).
- You must give us written details of the bug and a reasonable opportunity to fix it.
- We do not offer refunds for defects – we offer repair or re-performance. Only if we fail to fix the same material bug after two reasonable attempts may you request a partial refund proportionate to the severity, capped at 25% of the project fee (excluding deposit).
6. Hosting & Third‑Party Services
Hosting fees, domain registration fees, SSL certificate costs, and any third‑party software licences (e.g., premium plugins, stock photography) are **non‑refundable** once purchased on your behalf, even if you cancel hosting early.
7. Refund Process (If Applicable)
If we agree in writing that a refund is due (exceptionally), we will process it within 14 days using the same payment method you used. Refunds are issued in GBP; any currency conversion losses or bank fees are your responsibility.
8. Disputes
If you believe you are entitled to a refund despite this policy, you must first follow our formal complaints procedure (available on request). No legal action or chargeback may be initiated before completing our internal dispute process.
9. Your Statutory Rights (UK)
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 (e.g., that services must be provided with reasonable skill and care). This policy does not exclude our liability for death, personal injury, or fraud. However, for all other matters, this refund policy represents the sole and exclusive remedy.
---
By paying a deposit or instructing PCW Designs to begin work, you acknowledge that you have read, understood, and agree to this Refund Policy.