Refund & Cancellation Policy

This policy explains when you can cancel and get a refund for services from Straitline Digital Ltd (company number 17516415). It sits alongside your statutory rights and our Terms of Service. To ask about a cancellation or refund, email [email protected] with your order number; we reply within 3 business days.

Your 14-day right to cancel (consumers)

If you are a consumer in the UK or EU, you normally have 14 days from placing an order to cancel a service contract for a full refund. Because our work is a service that we begin on your instruction:

• If you ask us to start work during the 14-day period, you agree we may begin, and you keep the right to cancel but must pay for the work already done up to the point you cancel.
• If the work is fully completed within the 14 days at your request, the right to cancel no longer applies.

Business customers (companies) agree the project terms below instead of the consumer cancellation right.

Project work (websites, stores, landing pages, add-ons)

• Before we start design or development: if you cancel, we refund your deposit in full, minus any non-recoverable third-party costs we have already paid on your behalf (for example a paid plugin or stock asset) and any payment-processing fee that is not returned to us.
• After we have started: your deposit covers the work done so far. If the work completed is worth less than the deposit, we refund the difference. If it is worth more, we invoice the balance for work done.
• If we cannot deliver what your package or quote describes, we refund in full the amount you paid for the part we did not deliver.

Care plans and other monthly services

Monthly care plans can be cancelled at any time by email. The plan ends at the close of the current paid month. We do not refund part-months.

How refunds are made

Approved refunds are returned to your original payment method, normally within 5–10 business days of us confirming the refund. If you paid by card, the refund goes back to the same card; if you paid by bank transfer, to the account you paid from.

Problems and chargebacks

If something is wrong, please contact us first — we resolve most issues within a day. Opening a payment dispute or chargeback before contacting us can delay the fix, as it freezes the amount while the processor reviews it.