Refund and Cancellation Policy

1. About this policy

This policy explains when refunds and cancellations may be available for products and services supplied by SPA Web Design Limited, including:

• WordPress plugins and other digital downloads;
• Plugin subscriptions, licences and renewals;
• Website design and development;
• Website hosting, maintenance and support;
• Design and print services; and
• Other bespoke work.

This policy forms part of the SPA Web Design Terms and Conditions. Nothing in this policy limits any statutory rights that cannot lawfully be excluded.

2. Business details

SPA Web Design Limited
Registered in England and Wales
Company number: 04655978
VAT registration number: GB 812 6494 30

Registered office:
1623 Warwick Road
Knowle
Solihull
England
B93 9LF

Correspondence address:
52 Warwick Road
Southam
Warwickshire
England
CV47 0HW

Email: contact@spawebdesign.co.uk
Telephone: 01926 888 981

References to “SPA Web Design”, “we”, “us” or “our” mean SPA Web Design Limited.

3. Business customers and consumers

Different legal rights may apply depending on whether you purchase as a business customer or as a consumer.

A consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

A business customer is a person or organisation purchasing wholly or mainly for business or professional purposes.

The statutory consumer cancellation rights described in this policy do not normally apply to business purchases. However, business customers may still have contractual rights and rights where a product or service is faulty or has not been supplied as agreed.

4. Digital products and plugin downloads

WordPress plugins and other downloadable products are digital content.

Once payment has been completed, digital products may be made available immediately through a customer account, download link, licence system or email.

Before receiving immediate access, consumers may be asked to:

• Give express consent for delivery of the digital content to begin immediately; and
• Acknowledge that the statutory right to cancel will be lost once digital delivery begins.

Where this consent and acknowledgement have been provided and the download has been made available, a change-of-mind refund will not normally be available.

This does not affect your rights where the digital product is faulty, materially misdescribed or does not meet rights that cannot lawfully be excluded.

5. Problems with a plugin or digital product

If you believe a purchased plugin is faulty, contact SPA Web Design before requesting a chargeback or payment dispute.

Please provide:

• Your name and order number;
• The email address used for the purchase;
• The plugin name and version;
• Your WordPress and PHP versions;
• The relevant Formidable Forms or WooCommerce version, where applicable;
• A description of the problem;
• Any relevant error message; and
• Screenshots or diagnostic information that may help identify the issue.

You may be asked to carry out reasonable troubleshooting steps or provide temporary access to a staging website. Never send passwords through an ordinary contact form.

Where a confirmed defect prevents the plugin from performing a material function described on the product page, SPA Web Design will normally attempt to provide one of the following, as appropriate:

• Troubleshooting assistance;
• A correction or updated version;
• A suitable workaround;
• A replacement download;
• A price reduction; or
• A refund where the problem cannot be resolved within a reasonable time.

A refund may not be appropriate where the problem is caused by:

• A website that does not meet the published technical requirements;
• An unsupported or outdated version of WordPress, PHP or required software;
• A conflict caused by unrelated third-party software or custom code;
• Incorrect configuration or use;
• Changes made directly to the plugin;
• A hosting or server restriction;
• Failure to follow documentation or reasonable support instructions; or
• A feature that was not included in the product description.

These exclusions do not remove any statutory right that applies in the circumstances.

6. Change-of-mind plugin refunds

A refund will not normally be provided solely because:

• You changed your mind after receiving access to the download;
• You no longer need the plugin;
• You found an alternative product;
• You expected a feature that was not advertised;
• You did not check the published requirements; or
• You did not use the plugin after purchase.

SPA Web Design may provide a discretionary refund where it considers this reasonable, but doing so in one case does not create an obligation to provide refunds in other cases.

7. Duplicate purchases and payment errors

If you accidentally purchase the same plugin or subscription more than once, contact SPA Web Design promptly.

Once the duplicate transaction has been verified, the unintended duplicate payment will normally be refunded.

If an incorrect amount has been charged due to a technical or administrative error, the error will be investigated and any confirmed overpayment refunded.

8. Plugin subscriptions and renewals

The product page and checkout will state whether a plugin licence is a one-off purchase or a recurring subscription.

Where automatic renewal applies:

• The renewal frequency and price will be displayed before purchase;
• Payment will be collected using the payment method held by Stripe;
• You can cancel future renewals through your customer account or by contacting SPA Web Design; and
• Cancellation prevents future renewal but does not normally refund the current licence period.

To avoid the next payment, cancel before the renewal is processed.

Renewal payments are not normally refundable solely because you forgot to cancel. However, SPA Web Design will consider a prompt request where:

• The renewed licence has not been used;
• No update or download has been obtained since renewal;
• No support has been requested since renewal; and
• The request is made shortly after payment.

This discretionary provision does not affect statutory rights.

Cancellation or expiry may end access to:

• Plugin updates;
• New downloads;
• Licence activation;
• Pro features that depend on an active licence, where clearly disclosed; and
• Customer support.

The installed plugin may continue to operate after expiry unless the product page states otherwise.

9. Free plugins

No payment is made for a Free plugin, so there is no purchase price to refund.

Support for Free plugins is provided at SPA Web Design’s discretion unless otherwise stated. Free features, limits and support arrangements may differ from the Pro edition.

10. Bespoke website and design services

You may cancel a website design, development, graphic design or other bespoke project by notifying SPA Web Design in writing.

If work has already started, you will be responsible for:

• Work completed up to the cancellation date;
• Time reasonably reserved or committed to the project;
• Approved additional work;
• Non-refundable third-party costs;
• Premium software or assets purchased for the project; and
• Any other reasonable costs incurred in carrying out your instructions.

Any deposit will be applied against these amounts. A deposit is not automatically forfeited in full simply because the project is cancelled. Where the deposit exceeds the amount properly due, the remaining balance will be refunded.

If the amount due exceeds the deposit or payments already made, the outstanding balance will be invoiced.

11. Consumer cancellation of services

Where you purchase services as a consumer at a distance, you will normally have 14 days from formation of the contract in which to cancel.

If you ask SPA Web Design to begin work during that cancellation period, you may be asked to make an express request for work to start.

If you subsequently cancel during the 14-day period, you may be required to pay a reasonable proportion of the agreed price for work completed before cancellation.

The right to cancel may end once the service has been fully performed where:

• You expressly requested that work begin during the cancellation period; and
• You acknowledged that the right to cancel would be lost once the service was fully performed.

These cancellation rights do not normally apply where you purchase wholly or mainly for business purposes.

12. Project delays and non-participation

Website and design projects depend on timely cooperation, content, feedback and approval.

If a project is delayed because you do not provide required information or respond to reasonable requests, SPA Web Design may:

• Adjust the project timetable;
• Pause the project;
• Invoice for work completed;
• Charge reasonable restart or rescheduling costs; or
• Treat the project as cancelled after giving reasonable notice.

Payments for work already completed and third-party costs already incurred will not be refundable.

13. Hosting, maintenance and support

Hosting, maintenance and support services may include third-party services purchased or reserved in advance.

You may cancel future renewal by notifying SPA Web Design before the renewal date.

Once a hosting, domain, licence or third-party service has renewed, the related payment will not normally be refundable where SPA Web Design has already incurred a non-refundable cost.

If SPA Web Design is able to obtain a refund from the relevant supplier, the corresponding amount may be returned after deducting any service already supplied and reasonable administration or transaction costs, where legally permitted.

Cancellation does not remove your responsibility to pay for services already provided.

Before hosting ends, you are responsible for arranging the transfer of your website, domain, email and data. Reasonable migration assistance may be chargeable.

14. Domain names and third-party licences

Domain registrations, renewals, SSL products, email services and premium software licences are often non-refundable once ordered or renewed.

If SPA Web Design has not yet placed the order or incurred the charge, cancellation may be possible.

SPA Web Design cannot guarantee a refund where a third-party supplier refuses one, but this does not affect rights arising from an error made by SPA Web Design or rights that cannot lawfully be excluded.

15. Design and print orders

Printed products are normally produced to your specifications and may include bespoke design, quantities, sizes, finishes, folds, wording or branding.

You are responsible for checking and approving the final proof before production.

Once a proof has been approved and the order has entered production:

• The order cannot normally be changed;
• A change-of-mind cancellation will not normally be accepted;
• Payments and production costs will not normally be refundable; and
• Reprinting corrections to an approved proof may require a new order.

Custom-made and personalised products are generally excluded from ordinary change-of-mind cancellation rights. Faulty or misdescribed items remain covered by applicable legal rights. GOV.UK returns and refunds guidance

16. Errors in an approved proof

SPA Web Design will take reasonable care when preparing artwork. However, you must check the proof carefully before approval.

A refund or free reprint will not normally be provided for an error that:

• Appeared clearly in the approved proof;
• Was contained in content supplied by you;
• Resulted from an instruction given by you; or
• Was introduced after you edited or supplied replacement content.

If the final product differs materially from the approved artwork because of an error by SPA Web Design or the production supplier, the matter will be investigated and an appropriate remedy provided.

17. Faulty or damaged printed products

Report damaged, defective or incorrect printed products as soon as reasonably possible after delivery.

Please provide:

• The order or invoice number;
• A description of the problem;
• Photographs showing the issue;
• Photographs of the packaging where relevant; and
• The affected quantity.

Retain the products and packaging until advised whether they need to be inspected or returned.

Depending on the circumstances, the remedy may include:

• Replacement or reprinting;
• Correction;
• A price reduction;
• A partial refund; or
• A full refund.

Minor variations in colour, trimming, folding, positioning, material or finish that fall within reasonable commercial printing tolerances will not normally be treated as defects.

18. Delivery charges

Where a consumer has a statutory right to cancel an eligible physical-goods order, any refund of outbound delivery charges will normally be limited to the cost of the least expensive standard delivery method offered.

Additional charges for premium or expedited delivery may not be refundable unless the service was not supplied as agreed.

Return-delivery responsibility will depend on the reason for return and the rights applying to the transaction.

19. How to request a cancellation or refund

Send requests to contact@spawebdesign.co.uk.

Include:

• Your full name;
• Business or organisation name, where applicable;
• Order or invoice number;
• Email address used for the order;
• Product or service concerned;
• Reason for the request;
• Date of purchase; and
• Any supporting screenshots, photographs or error details.

Alternatively, write to:

SPA Web Design Limited
52 Warwick Road
Southam
Warwickshire
England
CV47 0HW

Requests will be acknowledged and reviewed as soon as reasonably possible. Additional information may be requested before a decision can be made.

20. Refund method and timing

Approved refunds will normally be returned to the original payment method.

SPA Web Design will initiate an approved refund within the period required by law or, where no statutory period applies, within a reasonable time after approval.

After a refund has been issued, Stripe, your bank or card provider may require additional time to show the credit in your account. SPA Web Design cannot control banking or card-processing times.

Refunds will normally be made in the same currency as the original payment. Exchange-rate differences or charges imposed by your bank or card provider are outside SPA Web Design’s control.

21. Chargebacks and payment disputes

Please contact SPA Web Design before starting a chargeback or payment dispute so that there is an opportunity to investigate and resolve the matter.

Fraudulent, abusive or unjustified chargebacks may result in:

• Suspension of the relevant account or licence;
• Cancellation of updates and support;
• Recovery of unpaid amounts and reasonable costs; or
• Evidence being supplied to Stripe, the card provider or relevant authorities.

Nothing in this section prevents you from exercising a legitimate right to dispute an unauthorised or incorrectly processed payment.

22. Refunds issued by SPA Web Design

SPA Web Design may cancel an order and issue a refund where:

• A product was incorrectly priced or described;
• Payment cannot be verified;
• Fraud or misuse is reasonably suspected;
• A product or service is unavailable;
• A technical error prevents fulfilment; or
• SPA Web Design cannot lawfully complete the order.

Where SPA Web Design cancels before providing the product or service, amounts paid for the unprovided product or service will be refunded.

23. Your statutory rights

Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded.

Consumer rights may apply where digital content, goods or services are:

• Faulty;
• Not as described;
• Not of satisfactory quality;
• Not fit for a disclosed purpose; or
• Not supplied with reasonable care and skill.

It is unlawful for a business to remove or misrepresent customers’ statutory rights. GOV.UK refund-law guidance

24. Changes to this policy

SPA Web Design may update this policy to reflect changes in products, services, payment arrangements, suppliers or legal requirements.

The version applying to an order will normally be the version available when that order was placed, unless a change is required by law or is expressly agreed.

The latest version will be published on this website with its revision date.

25. Contact

Questions about this Refund and Cancellation Policy should be sent to:

SPA Web Design Limited
52 Warwick Road
Southam
Warwickshire
England
CV47 0HW

Email: contact@spawebdesign.co.uk
Telephone: 01926 888 981