This policy outlines your rights as a consumer in accordance with the Consumer Rights Act 2015. Our commitment is to provide services with reasonable care and skill, and we are legally bound by the information we provide about our services.
1. Your Right to a Refund
You are legally entitled to a full or partial refund for our services under the following circumstances:
Service is Not Performed with Reasonable Care and Skill: This means we have failed to deliver the service to a satisfactory professional standard.
Service Does Not Match What Was Agreed: The service we provided is significantly different from what was described or agreed upon in our contract.
Service Was Not Delivered Within a Reasonable Time: If a specific deadline was agreed upon and we failed to meet it without a valid reason, you may be entitled to a refund.
If any of these conditions are met, you have the right to request a price reduction or a repeat performance of the service. If a repeat performance is not possible, or if it would be significantly inconvenient for you, you have the right to a full or partial refund.
2. Right to Cancel and “Cooling-Off Period” (For Distance Contracts)
As our services are offered as a ‘distance contract’ (i.e., online), you have a 14-day “cooling-off period” during which you can cancel your order for any reason and receive a full refund.
When the Period Starts: The 14-day period begins the day after the contract for services is entered into.
Waiver of the Cooling-Off Period: We can only begin work on your project before the 14-day period has expired if you explicitly request and agree to this in writing. If you do this and then cancel, you will be liable for the reasonable costs of any work already performed.
3. Digital Content Refunds (e.g., App Downloads)
The Consumer Rights Act 2015 also applies to any digital content we supply, such as a finished app. Digital content must be:
Of satisfactory quality
Fit for purpose
As described
If a finished app or digital product we provide is faulty, you are entitled to a repair or replacement. If a repair or replacement is not possible, or if it would be disproportionately expensive, you may be entitled to a full or partial refund.
4. How to Request a Refund
To request a refund, please contact your dedicated project manager or our support team in writing at [email protected]. You should provide a clear explanation of why you are requesting a refund, referencing the issues with the service provided.
5. Our Refund Process
Upon receiving your refund request, we will:
Acknowledge your request in writing.
Investigate the issue and communicate our findings.
If a refund is due, we will process it within 14 days of confirming your entitlement.
Refunds will be issued to the original payment method used for the purchase.
6. Exceptions
Please note that you are generally not entitled to a refund if:
You were aware of the fault or issue before the service began.
You simply changed your mind after the cooling-off period has expired and no fault in our service exists.
The issue is due to your own misuse of the service or a third-party modification that was not authorized by us.
