Refund policy

Last updated: 17 October 2026

Request cancellation

Email contact@dexterwebstudio.com with your name, project or plan reference and a clear cancellation request. We confirm receipt and the effective date in writing. A legal withdrawal notice takes effect under the applicable rules and does not depend on our approval.

Free previews and website projects

The normal free preview has no purchase obligation. You can decline without a development charge; an unpurchased temporary preview may be removed. Your supplied materials remain yours.

You may request cancellation before or during a paid project. A deposit is not automatically forfeited. Paid work starts when we actually perform agreed paid project activities, not merely when a deposit arrives. Free-preview work is separate.

For ordinary contractual cancellation, the calculation considers completed agreed work, documented progress against the project's agreed milestones or valuation method, separately approved non-refundable expenses and payments already received. There is no universal cancellation percentage or hourly rate. We provide an itemised explanation, refund any excess payment and explain any lawful remaining balance. If paid work has not started, no development work is charged; only separately approved expenses that are lawfully chargeable may be relevant. Mandatory withdrawal rights below take priority.

The same approach applies to instalment projects and separately agreed additional services. Cancellation of an independent extra does not necessarily cancel the whole build. Rights to finished or unfinished deliverables depend on the agreement, payments and applicable law; cancellation does not automatically transfer every unfinished file. Your pre-existing materials retain their ownership.

If work cannot be delivered or is defective

If DexterWebStudio cannot complete the agreed service, we review delivered work, outstanding obligations and payments and refund amounts attributable to work that will not be delivered as appropriate. Your other legal remedies remain available. Report defects so we can assess the required correction or other remedy. The 14-day post-launch support period is not a general money-back guarantee and does not limit statutory rights.

Monthly editing plans

Ordinary cancellation takes effect at the next renewal date. You can use remaining eligible requests until the current paid period ends. There is no automatic partial refund for unused time or requests; unused requests do not roll over. Mandatory refund and withdrawal rights remain unaffected. Cancelling an editing plan does not itself remove your website, transfer managed ownership or cancel separate provider services.

Consumer withdrawal rights

Where applicable consumer law provides a cooling-off right for a distance service contract, you may withdraw without giving a reason, generally within 14 days of the contract's conclusion. Longer periods or extensions required by law apply. A personalised website is not automatically excluded merely because it is custom-made.

Starting during that period requires your express request and the legally required information. If you then withdraw, only a proportionate charge permitted by law for services already supplied may be payable. Full performance ends a withdrawal right only when all applicable consent and acknowledgement requirements have been met. Paying a deposit or accepting general terms is not, by itself, a waiver.

Refund timing and method

For ordinary agreed refunds, we process payment within 14 calendar days after the refundable amount is determined, unless the law requires another deadline. For statutory withdrawal, the legal clock takes priority: where EU rules apply, reimbursement is due without undue delay and within 14 days of receiving the withdrawal notice, subject only to lawful deductions. Our internal review does not extend that deadline.

Refunds normally use the original payment method unless another method is expressly agreed without additional refund charges. We confirm the amount; banks and payment services may take additional time to display it.

Optional email wording

You may write: “I wish to cancel/withdraw from my agreement for [service], agreed on [date]. My name is [name] and my project/reference is [reference]. Please confirm receipt.” This wording is optional; any clear valid notice is accepted. Send it to contact@dexterwebstudio.com.

The 14-day support period, 14-day inactivity threshold and refund-processing period are separate. See our Terms of Service and Editing & Support Policy.