Refunds & cancellation
Last updated 11 November 2026
Plain-language summary
Before we start, you get everything back, business or private. Businesses: after work starts but before we've delivered the first concepts or structure, half back; after that first delivery, no refund. Private buyers can withdraw within 14 days and pay only for the stages already completed, at the percentages below. Care months that haven't started are refunded in full. Refunds go back to the card or account you paid with.
This summary helps you find your way; the sections below are the policy.
1. Business buyers
There’s no legal right of withdrawal for business purchases, so this scale is our contractual offer.
| When you cancel | What you get back |
|---|---|
| Before the brief call, or before we’ve started work on your brief | The full price. We absorb the payment fee. |
| After work has started, before we deliver the first concepts or structure | 50% of the price |
| After the first concepts or structure have been delivered | No refund. Later stages not yet started can be credited towards other work, only by agreement. |
To cancel, email office@designplusdev.com with your order reference. The date of your email counts.
2. Private buyers: your 14 days
You can withdraw from the contract within 14 days of the day it was made (the day Stripe confirmed your payment), without giving a reason.
How: use Withdraw from contract here, email office@designplusdev.com, or send the model withdrawal form from your order email by post. It’s enough to send your withdrawal before the 14 days run out.
Work already started. At checkout you asked us to start within the 14 days. That’s why, if you withdraw, you pay a proportional amount for what’s been provided, measured by the last stage we’ve completed and delivered to you:
The stage scale
| Stage completed and delivered | Share of the price you pay | You get back |
|---|---|---|
| Nothing yet | 0% | 100% |
| Brief reviewed and confirmed back to you | 10% | 90% |
| Structure or first concepts | 40% | 60% |
| Design | 70% | 30% |
| Build on a test address (for design-only packages: final files prepared) | 90% | 10% |
| Handover | 100%: the service is fully performed and the right to withdraw no longer applies | 0% |
Work in progress on the next stage isn’t charged until that stage is delivered.
The refund goes back to the card or account you paid with, within 14 days of receiving your withdrawal. Before it goes out, we email you the calculation.
When the right ends. It ends after 14 days, or earlier once the service has been fully performed (handover), because you asked us to start early and acknowledged this at checkout.
3. Care months
- A care month that hasn’t started yet: full refund on request, business or private.
- A care month that has started: business buyers, no refund. Private buyers withdrawing within their 14 days pay for the days of care already provided and any hours used; the rest comes back.
- The 3 extra hours in “Care month + 3 hours” expire 90 days after that month begins. Expired hours aren’t refunded.
Each care month stops by itself when it ends, so there’s nothing to cancel at the end of one.
4. Add-ons
Add-ons follow the package they belong to: same stage, same percentage. An add-on that’s already fully delivered on its own (for example, Google Business Profile setup done) counts as delivered.
5. If we cancel
If we can’t do the work (it turns out not to be what the package covers, or we can’t continue for reasons on our side), we refund in full every stage not yet delivered, and hand over what is.
6. Paused and closed projects
A project paused because we haven’t heard from you isn’t cancelled, and nothing is refunded for the pause. If it’s closed after 60 days without a reply (see Terms of sale §8), the order is complete and this page’s scale applies as at the last delivered stage. Private buyers’ 14-day right is unaffected.