Last updated 8 November 2026
I want you to feel comfortable paying in advance. This page explains when you can cancel, what you'll get back, and how services are delivered.
Your 14-day right to cancel
If you're buying as a consumer, you can cancel within 14 days of agreeing to a service, without giving a reason, and get a full refund.
If you ask me to start work within those 14 days and then cancel, I'll refund what you paid minus the value of the work already done. If the service has been fully completed within the 14 days at your request, the right to cancel no longer applies.
Business customers get the same 14-day cancellation terms as a courtesy.
Website packages and custom software
- Cancel before work starts: full refund of your deposit.
- Cancel after work starts: I'll refund any amount you've paid above the value of the work completed, charged at £55 per hour, and send you everything produced so far.
- Custom software milestones that are completed and accepted are not refundable.
- If I can't complete the project for any reason, you'll get a full refund for any work not delivered.
Consulting calls
- Cancel or reschedule at least 24 hours before the call: full refund or a new time, your choice.
- Less than 24 hours' notice: no refund, but you can reschedule once at no charge.
- If I need to cancel, you'll get a full refund or a new time, your choice.
Project reviews
Full refund if you cancel before I start the review. Once the written review has been delivered, it can't be refunded.
Care plan
- Cancel any time by email. The plan stops at the end of the month you've already paid for, and you won't be charged again.
- Partial months aren't refunded, except within the first 14 days of your first month, when you can cancel for a full refund.
How services are delivered
All services are digital and delivered remotely. Websites are published to your domain or handed over as files and account access. Software is delivered through a code repository you own. Consulting takes place by video call, followed by a written summary by email. Project reviews are delivered as a document by email. Delivery times are listed on the pricing page and confirmed in your quote.
If you're not happy
Please tell me first. Most problems can be fixed, and fixes for anything that doesn't match the agreed scope are free. If we can't resolve it, I'll offer a partial or full refund in line with this policy.
How to request a refund
Email slatehousestudio@gmail.com with your name and the service you bought. I'll confirm within 2 working days. Approved refunds are returned to the card you paid with through Stripe within 14 days and usually appear on your statement 5 to 10 working days later.