Cancellations and refunds
Your 14-day right to cancel
If you agree to work with us online, by phone or anywhere other than our premises, you have 14 days from the day you agree to change your mind and cancel, for any reason. Just email hello@cutwaterstudio.co.uk. You don't need to use a form.
If you ask us to start sooner
If you ask us to start work within the 14 days and then cancel, you pay only for the work done up to that point, worked out fairly against the full price. We'll always confirm this with you before we start.
Deposits
If you cancel within the 14 days, we refund your deposit in full, less any fair charge for work you asked us to start. Until we start your build, you can cancel at any time, even after the 14 days, and we refund your deposit in full. We start on the day we email you to say so, never before we have your deposit and your completed onboarding form. If you cancel after the 14 days and after we've started, 50% of your deposit is refunded, unless your build is covered by Approve it or get your money back below. Once you've approved the finished site, the deposit is kept, because the work is done. If you paid for Rush and we miss the Rush deadline through our own fault, we refund the whole Rush fee (the deadline doesn't count domain transfers or other providers' outages).
We refund you within 14 days of your cancellation, using the same payment method you used.
Approve it or get your money back
Approve it or get your money back (Flagship). When your site is finished, you get one round of changes. You then have 14 days from the day we send you the changed site to approve it. If you don't approve it, email hello@cutwaterstudio.co.uk within those 14 days and we refund everything you've paid us for the build, within 14 days, by the same payment method. Nothing goes live until you approve it.
Care plan
The care plan is separate from the website build. You choose it, or you decline it, before you pay your deposit. You can cancel it at any time by emailing hello@cutwaterstudio.co.uk. We take no further payment after we receive your email, and there is no fee and no notice period. The plan runs to the end of the month already paid for. Within 2 working days we email you your site files and a one-page guide to moving them. The site stays live for 30 days after the last day you paid for, then comes down. If you are a consumer, your 14-day right to cancel applies to the care plan from the day you agree to it, as well as to the website build.
If something isn't right
If our work isn't of a reasonable standard, doesn't match what we agreed, or wasn't done with reasonable care and skill, tell us. We'll put it right or redo it, or, if that isn't possible, give you a partial or full refund, in line with the Consumer Rights Act 2015.
None of this affects your other legal rights.