Refund policy

We sell services, not physical goods, so there is nothing to post back. This page explains when you can cancel an order with WE-DEV LTD and what you will get back. It summarises sections 13 to 15 of our terms of business; if anything here differs from the terms, the terms apply. Nothing on this page affects your statutory rights.

Cancelling within 14 days

If you are a consumer (buying for yourself, not for a business), you have the right to cancel within 14 days of placing your order, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• If we have not started work, you get a full refund.
• If you asked us to start work within the 14 days, you pay for the work done up to the moment you tell us you are cancelling, in proportion to the full service, and we refund the rest. For prepaid hours, that means you pay for the hours already used.
• If the service has been fully performed at your request within the 14 days, and you acknowledged at checkout that you would lose the right to cancel in that case, you can no longer cancel.

If you are a business customer, you can ask for a full refund of any prepaid hours you have not used, within 14 days of payment. This is a goodwill policy rather than a legal right.

Prepaid hours after 14 days

Hours never expire, so you can use them whenever you need them. After the first 14 days, unused hours are not refundable, except where the law requires it or where we cancel the work for reasons that are not your fault.

Website packages

You can cancel a package at any time by writing to us.

• Before work starts: we refund everything you have paid.
• After work starts: we charge for the work done so far at the hourly rate for the service (for example, £45 an hour for website design or £50 an hour for WordPress development, plus VAT) and refund the rest of what you have paid. If the work done is worth more than you have paid, we will invoice the difference, which we will always explain line by line.
• Third-party costs you approved and that we cannot recover, such as a domain name or a premium plugin licence bought in your name, are not refundable, but they remain yours.

Elite Website money-back guarantee

The Elite Website package includes a money-back guarantee on design. We design your homepage and offer up to three rounds of revisions. If you are still not satisfied, tell us in writing before you approve the design and before development starts, and we will refund everything you have paid for the package.

The guarantee does not apply once you have approved the design or asked us to begin development, or if you have not sent the content and feedback we asked for within 30 days of our request. Full conditions are in section 15 of our terms.

If something is not right

If our work is not carried out with reasonable care and skill, or does not match what we agreed, please tell us. We will put it right at no cost. For 30 days after launch, we fix defects caused by our work free of charge. If we cannot fix a problem, consumers are entitled to a price reduction under the Consumer Rights Act 2015, and we will treat business customers fairly in the same way.

How to ask for a refund

Email info@we-dev.uk with your name, the email address used for the order, the order or booking number and what you would like to cancel. You do not need to use a particular form. We will confirm by email that we have received your request.

How and when you are refunded

We refund to the card or payment method you used, through Stripe, within 14 days of agreeing the refund (or of your cancellation notice, if you are a consumer cancelling within 14 days). Depending on your bank, the money can take a further five to ten working days to appear in your account. We do not charge a fee for refunds.

Questions

If you are unsure whether you can cancel, or how much you would get back, just ask before you decide. Email info@we-dev.uk or call +44 (0)20 3918 3814.