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Refund & Cancellation Policy

Digipixi > Refund & Cancellation Policy

1. Introduction

This Refund and Cancellation Policy sets out the terms on which DigiPixi Limited (“we”, “us”, “our”) handles cancellations, refunds, and disputes in relation to services provided by us to our clients (“you”, “Client”).

This policy applies to all services offered by DigiPixi Limited, including but not limited to: website design and development, branding, digital marketing, search engine optimisation (SEO), and social media management.

This policy is governed by English law. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.

2. Nature of Our Services

Our services are bespoke digital and creative services. Because a significant portion of our work involves skilled, time-intensive creative and technical effort that begins upon your engagement, the following important principles apply:

  • Work commences upon receipt of the agreed deposit or full payment, or upon your written instruction
  • Once work has commenced, certain refund entitlements are limited as set out below
  • We strongly encourage all clients to review project briefs, proposals, and discovery questionnaires carefully before authorising us to begin work

3. Deposits

Most project engagements require a deposit (typically 50% of the total agreed project fee, unless otherwise specified in your project proposal) before work commences. Deposits are used to secure your project slot and to cover initial work including planning, strategy, and design initiation.

Deposits are non-refundable once work has commenced, except where:

  • We are in material breach of our obligations under the contract
  • We are unable to complete the project for reasons within our control
  • You exercise a statutory cooling-off right (see Section 7)

4. Refund Eligibility

4.1 Full Refund

You may be entitled to a full refund in the following circumstances:

  • You cancel the project in writing within the statutory cooling-off period (see Section 7) and no work has commenced
  • We confirm in writing that we are unable to begin or complete your project and no work has been carried out
  • We have delivered services that are materially defective and we have failed to remedy the defect within a reasonable time of written notice from you

4.2 Partial Refund

A partial refund may be issued where:

  • You cancel the project after work has commenced but before completion — in this case, you will be charged for work completed to date at our standard hourly rate, and any remaining balance above this will be refunded
  • We fail to deliver a portion of agreed services and are unable to remedy the shortfall

The value of work completed will be assessed in good faith based on our time logs, deliverables produced, and project milestones reached.

4.3 No Refund

No refund will be issued in the following circumstances:

  • The project has been completed and delivered to the agreed specification
  • You are dissatisfied with creative direction or aesthetic choices after having approved relevant designs, mockups, or concepts at review stages
  • Project delays or issues caused by your failure to provide required content, feedback, approvals, or access within agreed timeframes
  • You have breached the terms of your contract with us
  • Dissatisfaction arising from changes to your requirements after the project specification has been agreed and work has commenced
  • Third-party costs incurred on your behalf (e.g. domain registration, hosting, stock imagery, premium plugins, paid advertising spend) — these are non-refundable once purchased

5. Ongoing / Retainer Services

For monthly retainer or ongoing service agreements (e.g. SEO, social media management, maintenance):

  • You may cancel an ongoing service by providing a minimum of 30 days’ written notice unless otherwise stated in your service agreement
  • Fees already paid for the current billing period at the time of cancellation are non-refundable
  • If you cancel mid-month, no pro-rata refund is owed for the remainder of that billing period
  • Any work completed and delivered up to the cancellation date is payable in full

6. Cancellation by DigiPixi

We reserve the right to cancel a project or service agreement under the following circumstances, with written notice to you:

  • Non-payment of any invoice by the due date after a written reminder has been issued
  • Your breach of our Terms and Conditions
  • You act in a manner that is abusive, threatening, or unlawful toward our team
  • Circumstances arise that make it impossible or impractical for us to deliver the services

In the event we cancel for reasons within our control and not caused by your breach, we will refund fees paid in respect of undelivered services.

7. Statutory Cooling-Off Rights

If you are a consumer (an individual contracting for purposes wholly or mainly outside a trade, business, craft, or profession) and you enter into a service contract with us at a distance (e.g. online or by email), you may have a statutory right to cancel within 14 calendar days of entering the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

IMPORTANT: If you expressly request that we begin work before the 14-day cooling-off period expires, you acknowledge that:

  • Your right to cancel is not lost, but if you subsequently cancel within the 14-day period, you must pay us for services provided up to the point of cancellation, calculated on a pro-rata basis
  • If we complete the service in full within the cooling-off period at your request, your right to cancel is extinguished

Business-to-business clients (limited companies, sole traders, partnerships contracting for business purposes) do not have statutory cooling-off rights under the above regulations. Any cancellation rights are governed by this policy and your service agreement.

8. How to Request a Refund or Cancellation

To request a refund or to cancel a project or service, please contact us in writing:

  • Email: hello@digipixi.co.uk (preferred)
  • Post: DigiPixi Limited, East London, RM10, United Kingdom

Please include your full name, business name, project reference or invoice number, and the reason for your request. We will acknowledge your request within 2 business days and aim to resolve it within 14 business days.

Approved refunds will be issued to the original payment method within 14 calendar days of approval.

9. Disputes

We take all complaints seriously and aim to resolve disputes amicably. If you are not satisfied with our response to your refund or cancellation request, please escalate in writing to our senior management. If the matter remains unresolved, you may refer it to an appropriate alternative dispute resolution (ADR) scheme or seek legal advice.

This policy does not affect your statutory rights. For information on your consumer rights, please visit www.citizensadvice.org.uk or contact the Citizens Advice consumer helpline on 0808 223 1133.

10. Changes to this Policy

We reserve the right to update this Refund and Cancellation Policy at any time. Any changes will be posted on our website and will take effect from the date of publication. The policy applicable at the time of your contract formation will govern your rights.

11. Contact

DigiPixi Limited

East London, RM10, United Kingdom

Email: hello@digipixi.co.uk

Website: https://www.digipixi.co.uk