Refund & cancellation policy
1. Intro
This Refund and Cancellation Policy explains how South Digital Ltd (“South Digital”, “we”, “us”, “our”) handles cancellations, changes of plan, and refund requests.
It should be read together with our Terms and Conditions, Delivery Policy and Privacy Policy.
1. Intro
This Refund and Cancellation Policy explains how South Digital Ltd (“South Digital”, “we”, “us”, “our”) handles cancellations, changes of plan, and refund requests.
It should be read together with our Terms and Conditions, Delivery Policy and Privacy Policy.
1. Intro
This Refund and Cancellation Policy explains how South Digital Ltd (“South Digital”, “we”, “us”, “our”) handles cancellations, changes of plan, and refund requests.
It should be read together with our Terms and Conditions, Delivery Policy and Privacy Policy.
2. Who we are
South Digital Ltd is a web design and development studio.
Legal entity: South Digital Ltd
Registered in: United Kingdom
Registered office: 1 Pirelli Way, Eastleigh, England, SO50 5GE
Email: hello@south.digital
2. Who we are
South Digital Ltd is a web design and development studio.
Legal entity: South Digital Ltd
Registered in: United Kingdom
Registered office: 1 Pirelli Way, Eastleigh, England, SO50 5GE
Email: hello@south.digital
2. Who we are
South Digital Ltd is a web design and development studio.
Legal entity: South Digital Ltd
Registered in: United Kingdom
Registered office: 1 Pirelli Way, Eastleigh, England, SO50 5GE
Email: hello@south.digital
3. General approach
We aim to keep things calm and fair.
We charge for time, expertise and work already completed.
We try to be flexible when plans genuinely change.
We are transparent about deposits, stage payments and what happens if a project pauses or stops.
Because our work is custom and largely delivered in stages, full refunds are rarely appropriate once work has started. However, we will always discuss options with you.
3. General approach
We aim to keep things calm and fair.
We charge for time, expertise and work already completed.
We try to be flexible when plans genuinely change.
We are transparent about deposits, stage payments and what happens if a project pauses or stops.
Because our work is custom and largely delivered in stages, full refunds are rarely appropriate once work has started. However, we will always discuss options with you.
3. General approach
We aim to keep things calm and fair.
We charge for time, expertise and work already completed.
We try to be flexible when plans genuinely change.
We are transparent about deposits, stage payments and what happens if a project pauses or stops.
Because our work is custom and largely delivered in stages, full refunds are rarely appropriate once work has started. However, we will always discuss options with you.
4. Deposits and upfront payments
4.1 Non refundable deposits
For many projects, we ask for a deposit (for example 30–50 percent) before we start work or reserve time in our schedule.
Unless your proposal says something different:
Deposits are non refundable once we have confirmed your project and set aside time.
This reflects planning time, early work, and the fact that we may turn away other work to keep that slot for you.
If we have to cancel a project for reasons on our side (for example, we are unable to deliver the project at all), we will refund any deposit for work we have not done.
4.2 Upfront blocks and retainers
If you pay upfront for a block of time or a monthly support arrangement:
We will explain what is included and how we track work.
Unused time within the agreed period is usually not refundable, unless we have clearly failed to provide capacity or there is an issue on our side.
We may, at our discretion, allow unused time to roll over for a short agreed period.
Any specific rules for retainers or support plans will be set out in your agreement.
4. Deposits and upfront payments
4.1 Non refundable deposits
For many projects, we ask for a deposit (for example 30–50 percent) before we start work or reserve time in our schedule.
Unless your proposal says something different:
Deposits are non refundable once we have confirmed your project and set aside time.
This reflects planning time, early work, and the fact that we may turn away other work to keep that slot for you.
If we have to cancel a project for reasons on our side (for example, we are unable to deliver the project at all), we will refund any deposit for work we have not done.
4.2 Upfront blocks and retainers
If you pay upfront for a block of time or a monthly support arrangement:
We will explain what is included and how we track work.
Unused time within the agreed period is usually not refundable, unless we have clearly failed to provide capacity or there is an issue on our side.
We may, at our discretion, allow unused time to roll over for a short agreed period.
Any specific rules for retainers or support plans will be set out in your agreement.
4. Deposits and upfront payments
4.1 Non refundable deposits
For many projects, we ask for a deposit (for example 30–50 percent) before we start work or reserve time in our schedule.
Unless your proposal says something different:
Deposits are non refundable once we have confirmed your project and set aside time.
This reflects planning time, early work, and the fact that we may turn away other work to keep that slot for you.
If we have to cancel a project for reasons on our side (for example, we are unable to deliver the project at all), we will refund any deposit for work we have not done.
4.2 Upfront blocks and retainers
If you pay upfront for a block of time or a monthly support arrangement:
We will explain what is included and how we track work.
Unused time within the agreed period is usually not refundable, unless we have clearly failed to provide capacity or there is an issue on our side.
We may, at our discretion, allow unused time to roll over for a short agreed period.
Any specific rules for retainers or support plans will be set out in your agreement.
5. Cancelling or pausing a project
5.1 Cancelling before work starts
If you cancel before we have started any meaningful work:
We may retain some or all of the deposit for scheduling and admin, especially if we have already turned away other work.
If only very light admin has happened, we may agree a partial refund at our discretion.
5.2 Cancelling after work has started
If you cancel after work has started:
You are responsible for all work completed up to the cancellation date.
We will share any deliverables that have been completed and fully paid for (for example, designs, documents, or builds).
Any unused future stages or unstarted pieces of work may not be refundable, but we will take a fair, case by case approach.
In practice, this usually means:
You pay for work done, including reasonable preparation and planning.
We do not charge you for clearly unstarted future stages.
Deposits already paid will be offset against work completed but are not normally returned.
5.3 Pausing a project
If you need to pause a project:
Please let us know as soon as possible.
We may be able to hold the project for a short time.
For longer pauses, we may need to replan the schedule or requote if context, scope or costs have changed.
Deposits are not refunded due to a pause, but we will do our best to pick the project back up when you are ready.
5. Cancelling or pausing a project
5.1 Cancelling before work starts
If you cancel before we have started any meaningful work:
We may retain some or all of the deposit for scheduling and admin, especially if we have already turned away other work.
If only very light admin has happened, we may agree a partial refund at our discretion.
5.2 Cancelling after work has started
If you cancel after work has started:
You are responsible for all work completed up to the cancellation date.
We will share any deliverables that have been completed and fully paid for (for example, designs, documents, or builds).
Any unused future stages or unstarted pieces of work may not be refundable, but we will take a fair, case by case approach.
In practice, this usually means:
You pay for work done, including reasonable preparation and planning.
We do not charge you for clearly unstarted future stages.
Deposits already paid will be offset against work completed but are not normally returned.
5.3 Pausing a project
If you need to pause a project:
Please let us know as soon as possible.
We may be able to hold the project for a short time.
For longer pauses, we may need to replan the schedule or requote if context, scope or costs have changed.
Deposits are not refunded due to a pause, but we will do our best to pick the project back up when you are ready.
5. Cancelling or pausing a project
5.1 Cancelling before work starts
If you cancel before we have started any meaningful work:
We may retain some or all of the deposit for scheduling and admin, especially if we have already turned away other work.
If only very light admin has happened, we may agree a partial refund at our discretion.
5.2 Cancelling after work has started
If you cancel after work has started:
You are responsible for all work completed up to the cancellation date.
We will share any deliverables that have been completed and fully paid for (for example, designs, documents, or builds).
Any unused future stages or unstarted pieces of work may not be refundable, but we will take a fair, case by case approach.
In practice, this usually means:
You pay for work done, including reasonable preparation and planning.
We do not charge you for clearly unstarted future stages.
Deposits already paid will be offset against work completed but are not normally returned.
5.3 Pausing a project
If you need to pause a project:
Please let us know as soon as possible.
We may be able to hold the project for a short time.
For longer pauses, we may need to replan the schedule or requote if context, scope or costs have changed.
Deposits are not refunded due to a pause, but we will do our best to pick the project back up when you are ready.
6. Cancelling ongoing support
For ongoing maintenance or flexible support arrangements (for example, monthly support):
You can normally cancel within 30 days, as set out in your specific agreement.
Any work completed during the notice period will be billed as usual.
Prepaid monthly fees are not usually refundable, but we will complete agreed tasks within the paid period where possible.
We may cancel or not renew an ongoing arrangement by giving you reasonable notice, except in cases of serious breach (for example, non-payment or abusive behaviour).
6. Cancelling ongoing support
For ongoing maintenance or flexible support arrangements (for example, monthly support):
You can normally cancel within 30 days, as set out in your specific agreement.
Any work completed during the notice period will be billed as usual.
Prepaid monthly fees are not usually refundable, but we will complete agreed tasks within the paid period where possible.
We may cancel or not renew an ongoing arrangement by giving you reasonable notice, except in cases of serious breach (for example, non-payment or abusive behaviour).
6. Cancelling ongoing support
For ongoing maintenance or flexible support arrangements (for example, monthly support):
You can normally cancel within 30 days, as set out in your specific agreement.
Any work completed during the notice period will be billed as usual.
Prepaid monthly fees are not usually refundable, but we will complete agreed tasks within the paid period where possible.
We may cancel or not renew an ongoing arrangement by giving you reasonable notice, except in cases of serious breach (for example, non-payment or abusive behaviour).
7. When refunds are not available
Because our work is bespoke and time based, refunds are not normally offered for:
Change of mind after work has been completed as agreed
Lack of internal use of delivered work (for example, you decide not to launch a site we built)
Delays caused by you or third parties outside our control
Differences in personal taste where the work matches the agreed brief and feedback
Performance outcomes that were never guaranteed (for example, specific SEO rankings, lead volumes or revenue)
We will, however, always work with you to address genuine issues or misunderstandings where possible.
7. When refunds are not available
Because our work is bespoke and time based, refunds are not normally offered for:
Change of mind after work has been completed as agreed
Lack of internal use of delivered work (for example, you decide not to launch a site we built)
Delays caused by you or third parties outside our control
Differences in personal taste where the work matches the agreed brief and feedback
Performance outcomes that were never guaranteed (for example, specific SEO rankings, lead volumes or revenue)
We will, however, always work with you to address genuine issues or misunderstandings where possible.
7. When refunds are not available
Because our work is bespoke and time based, refunds are not normally offered for:
Change of mind after work has been completed as agreed
Lack of internal use of delivered work (for example, you decide not to launch a site we built)
Delays caused by you or third parties outside our control
Differences in personal taste where the work matches the agreed brief and feedback
Performance outcomes that were never guaranteed (for example, specific SEO rankings, lead volumes or revenue)
We will, however, always work with you to address genuine issues or misunderstandings where possible.
8. Issues with quality or delivery
If you believe something we have delivered is wrong or below the standard you reasonably expected, please:
Contact us at hello@south.digital
Provide your name, company and project details
Explain clearly what you think is wrong and why
We will:
Review your feedback and the agreed scope.
Explain whether this is:
A bug or error for us to fix,
A change request that requires extra work, or
A misunderstanding that we can clear up.
Where there is a genuine error on our side, we will correct it at no extra charge within a fair window (for example, within 30 days of delivery or go live, unless otherwise agreed).
Refunds will be considered only after we have had a reasonable chance to fix or complete the agreed work.
8. Issues with quality or delivery
If you believe something we have delivered is wrong or below the standard you reasonably expected, please:
Contact us at hello@south.digital
Provide your name, company and project details
Explain clearly what you think is wrong and why
We will:
Review your feedback and the agreed scope.
Explain whether this is:
A bug or error for us to fix,
A change request that requires extra work, or
A misunderstanding that we can clear up.
Where there is a genuine error on our side, we will correct it at no extra charge within a fair window (for example, within 30 days of delivery or go live, unless otherwise agreed).
Refunds will be considered only after we have had a reasonable chance to fix or complete the agreed work.
8. Issues with quality or delivery
If you believe something we have delivered is wrong or below the standard you reasonably expected, please:
Contact us at hello@south.digital
Provide your name, company and project details
Explain clearly what you think is wrong and why
We will:
Review your feedback and the agreed scope.
Explain whether this is:
A bug or error for us to fix,
A change request that requires extra work, or
A misunderstanding that we can clear up.
Where there is a genuine error on our side, we will correct it at no extra charge within a fair window (for example, within 30 days of delivery or go live, unless otherwise agreed).
Refunds will be considered only after we have had a reasonable chance to fix or complete the agreed work.
9. Third party services and subscriptions
We often recommend or configure third party tools (for example Webflow, Framer, WordPress plugins, hosting, email tools, CRMs, automation platforms).
Unless clearly stated otherwise:
Fees for these tools are paid directly by you to the provider.
Any refunds or cancellations for those services must be handled with the third party provider, under their terms.
We cannot refund charges you have paid to other companies.
If a third party tool changes its pricing, features, or availability, that is outside our control. We will do our best to suggest alternatives or adjustments.
9. Third party services and subscriptions
We often recommend or configure third party tools (for example Webflow, Framer, WordPress plugins, hosting, email tools, CRMs, automation platforms).
Unless clearly stated otherwise:
Fees for these tools are paid directly by you to the provider.
Any refunds or cancellations for those services must be handled with the third party provider, under their terms.
We cannot refund charges you have paid to other companies.
If a third party tool changes its pricing, features, or availability, that is outside our control. We will do our best to suggest alternatives or adjustments.
9. Third party services and subscriptions
We often recommend or configure third party tools (for example Webflow, Framer, WordPress plugins, hosting, email tools, CRMs, automation platforms).
Unless clearly stated otherwise:
Fees for these tools are paid directly by you to the provider.
Any refunds or cancellations for those services must be handled with the third party provider, under their terms.
We cannot refund charges you have paid to other companies.
If a third party tool changes its pricing, features, or availability, that is outside our control. We will do our best to suggest alternatives or adjustments.
10. Consumer vs business customers
South Digital primarily works with business clients.
If you are engaging us strictly as a consumer (an individual acting wholly outside your trade, business or profession), you may have additional statutory rights under consumer laws that cannot be excluded.
Nothing in this policy affects any rights you have that cannot be limited by law. If you think you may be acting as a consumer, please tell us at the start of the engagement so we can clarify how this applies.
10. Consumer vs business customers
South Digital primarily works with business clients.
If you are engaging us strictly as a consumer (an individual acting wholly outside your trade, business or profession), you may have additional statutory rights under consumer laws that cannot be excluded.
Nothing in this policy affects any rights you have that cannot be limited by law. If you think you may be acting as a consumer, please tell us at the start of the engagement so we can clarify how this applies.
10. Consumer vs business customers
South Digital primarily works with business clients.
If you are engaging us strictly as a consumer (an individual acting wholly outside your trade, business or profession), you may have additional statutory rights under consumer laws that cannot be excluded.
Nothing in this policy affects any rights you have that cannot be limited by law. If you think you may be acting as a consumer, please tell us at the start of the engagement so we can clarify how this applies.
11. How to request a refund or raise a concern
To request a refund or raise a concern about delivery or quality:
Email hello@south.digital
Include:
Your name and company
Project name or invoice number
A short description of the issue
Any supporting links or screenshots
We will:
Acknowledge your message within a reasonable time
Review your request and the relevant agreement
Explain our view and, where appropriate, set out options (such as fixes, additional work, credits or partial refunds)
Our goal is to resolve issues calmly and fairly for both sides.
11. How to request a refund or raise a concern
To request a refund or raise a concern about delivery or quality:
Email hello@south.digital
Include:
Your name and company
Project name or invoice number
A short description of the issue
Any supporting links or screenshots
We will:
Acknowledge your message within a reasonable time
Review your request and the relevant agreement
Explain our view and, where appropriate, set out options (such as fixes, additional work, credits or partial refunds)
Our goal is to resolve issues calmly and fairly for both sides.
11. How to request a refund or raise a concern
To request a refund or raise a concern about delivery or quality:
Email hello@south.digital
Include:
Your name and company
Project name or invoice number
A short description of the issue
Any supporting links or screenshots
We will:
Acknowledge your message within a reasonable time
Review your request and the relevant agreement
Explain our view and, where appropriate, set out options (such as fixes, additional work, credits or partial refunds)
Our goal is to resolve issues calmly and fairly for both sides.
15. Changes to this policy
We may update this policy from time to time.
If the changes are material, we may also provide a clearer notice on our website.
For existing signed projects, the version in place when we agreed the project will usually apply, unless we both agree to adopt a later version.
15. Changes to this policy
We may update this policy from time to time.
If the changes are material, we may also provide a clearer notice on our website.
For existing signed projects, the version in place when we agreed the project will usually apply, unless we both agree to adopt a later version.
15. Changes to this policy
We may update this policy from time to time.
If the changes are material, we may also provide a clearer notice on our website.
For existing signed projects, the version in place when we agreed the project will usually apply, unless we both agree to adopt a later version.
16. Contact
If you have any questions about this Refund and Cancellation Policy, please contact:
Email: hello@south.digital
16. Contact
If you have any questions about this Refund and Cancellation Policy, please contact:
Email: hello@south.digital
16. Contact
If you have any questions about this Refund and Cancellation Policy, please contact:
Email: hello@south.digital
Leading your website to success
Leading your website to success
Leading your website to success
South Digital is a web design and development agency based in the UK, partnering with teams across the US, UK, and beyond.
South Digital is a web design and development agency based in the UK, partnering with teams across the US, UK, and beyond.
South Digital is a web design and development agency based in the UK, partnering with teams across the US, UK, and beyond.