Cancellation and Refund Information

Tell me as early as you can

Whatever the position below, the practical answer is the same: email hello@alexanderwatson.co.uk as soon as you know. The earlier you tell me, the less work has been done and the simpler the outcome.

Consumer or business: I do not assume

Some cancellation rights apply only where you are buying as a consumer, that is, wholly or mainly outside your trade, business, craft or profession. A website bought for a private practice will often be a business purchase, but that is not automatic and it is not for me to decide on your behalf.

I do not assume that you are either a consumer or a business. If you tell me which applies, I will confirm the position in writing. Nothing on this page is intended to remove or reduce any statutory right you may have. ⚖

If you are buying as a consumer

Where you buy a service online without meeting me in person, consumer protection law generally gives you a period of 14 days from the day the contract is made in which you may cancel without giving a reason. This is often called the cooling-off period. ⚖

Two things follow from that:

• If no work has started, you may cancel within that period and receive a full refund.
• If you have asked me to begin during that period (for example by sending your completed intake form and asking me to start), you may still cancel, but you can be asked to pay a proportionate amount for the work already carried out. If the service has been fully performed within that period at your express request, the right to cancel may be lost altogether. ⚖

Because a Practice Identity & Website project only officially begins once your intake form has been checked and I have confirmed in writing that work has started, in practice most consumers who change their mind quickly will not have had any work carried out.

To cancel, a clear statement by email is enough. You do not need to use a particular form of words. ⚖

If you are buying for the purposes of your business

The statutory cooling-off period described above does not generally apply to business purchases. The position is then the one set out in the Practice Identity & Website Service Terms and summarised here. ⚖

The practical position, stage by stage

The fee is paid in two parts: a deposit to reserve your place, and a balance invoiced once you have approved the direction, before the website is built. What follows depends on where the project has reached. ⚖

Before your project has officially begun

If you cancel before your intake has been checked and I have confirmed that work has started, no work has been done and the deposit is refunded in full. Nothing is deducted for payment processing. ⚖

After the project has begun, before your Practice Fundamentals is delivered

A proportionate amount of the deposit is retained for the work already carried out: reading and preparing your intake and any work on the Practice Fundamentals. The rest is refunded. I will show you how the figure was worked out. ⚖

After your Practice Fundamentals is delivered, before you approve the direction

By this point the substantial part of the thinking has been done, and the deposit is not normally refundable, other than where the law requires it. If you decide not to go ahead and tell me so in writing, the balance is not invoiced and nothing further is payable. You may keep the Practice Fundamentals as delivered for your own reference. ⚖

After you approve the direction, before the website is delivered

If you cancel after paying the balance but before the built website has been sent to you for your second feedback stage, a proportionate amount is retained for the work carried out, and the rest of the balance is refunded. I will show you how the figure was worked out. ⚖

After the built website has been delivered

Once the website has been sent to you for your second feedback stage, the substantial part of the work has been done. Refunds at this stage are not usually available, other than where the law requires it. If you no longer wish to continue, you may take the work as it stands. ⚖

After launch

Once the website has been approved by you and made live, the service has been delivered and the fee is not refundable, other than where the law requires it. Faults in what was delivered are corrected free of charge for thirty days after launch. ⚖

If I cannot proceed

If I am unable to continue with your project (through illness, capacity, or because I decline to publish content for the reasons given in the service terms), I will tell you in writing and refund the fee in proportion to the work not carried out.

If something is wrong with what I delivered

Ask me to put it right first. Where a service has not been carried out with reasonable care and skill, you may have a statutory right to have it done again or, in some circumstances, to a price reduction. Those rights are not affected by anything on this page. ⚖

Dormant projects

If a project goes quiet, I will send a written reminder after 30 days and treat it as dormant after 60 days. A dormant project can be restarted subject to availability. Dormancy does not by itself create a refund, and it does not by itself end the contract. ⚖

How refunds are made

Refunds are made by bank transfer, to the account the original payment came from, normally within 14 days of the refund being agreed. If that account is closed or you would like the refund sent elsewhere, tell me in writing and I will confirm the arrangement before sending it.

Complaints

If we cannot agree, please put your complaint in writing to hello@alexanderwatson.co.uk. I will acknowledge within two working days and respond substantively within ten working days. ⚖

Version 0.1, prepared 2 October 2026. Written by the Studio. Not legally approved: no solicitor has reviewed the wording. The version cited in your written acceptance governs your project. Superseded versions are kept for reference.