Refund & Cancellation Policy
Last updated: 20 August 2026
1. Introduction
This Refund & Cancellation Policy explains the conditions under which a Client may cancel services or request a refund from:
NOVA DIGITAL STUDIO LTD
Company Number: 17394330
This Policy applies to web development, software development, digital marketing, SEO, automation, consulting, technical support, hosting, server infrastructure, and other digital services provided by us.
Our services are provided exclusively to business customers. This Policy does not apply to consumer transactions.
This Policy should be read together with our Terms & Conditions and the applicable proposal, quotation, invoice, Statement of Work, or service agreement.
2. Project Deposits
We may require an initial deposit before reserving resources, scheduling work, purchasing third-party services, or beginning a project.
Once work has commenced, the initial deposit is non-refundable. The deposit covers costs including:
Project planning and initial consultation
Research and technical preparation
Design or development time
Allocation of employees or contractors
Project management
Administrative expenses
Third-party costs incurred for the project
Resources reserved for the Client
If we cancel a project before any work has commenced and the cancellation is not caused by the Client, we will refund any deposit paid, less any authorised and non-refundable third-party expenses already incurred.
3. Cancellation by the Client
The Client may cancel a project by sending written notice to:
The cancellation becomes effective when we receive the notice.
If a project is cancelled after work has commenced:
The initial deposit remains non-refundable
The Client must pay for all work completed up to the cancellation date
Completed work exceeding the value of the deposit may be invoiced separately
Approved third-party expenses and non-cancellable commitments remain payable
Unpaid or incomplete deliverables will not be transferred to the Client
Any licences or access provided specifically for the project may be withdrawn
We will provide a reasonable summary of completed work and outstanding amounts where requested.
4. Cancellation Before Work Begins
If the Client cancels before work has commenced, we may consider a partial refund of the deposit.
Any refund will be reduced by:
Consultation and planning work already completed
Administrative and payment-processing costs
Resources specifically reserved for the Client
Third-party purchases or commitments
Bank charges and currency-conversion costs
A deposit will not be refundable where our proposal or agreement states that the deposit is a booking, reservation, discovery, consultation, or planning fee.
5. Completed Project Stages
Where a project is divided into stages or milestones, payments for completed and approved stages are non-refundable.
A request to change an approved stage is treated as a revision or additional work rather than grounds for a refund.
If the Client cancels during a partially completed stage, we may charge a reasonable proportion of that stage based on the work performed and costs incurred.
6. Digital Deliverables
Refunds are not normally available after a digital deliverable has been:
Approved by the Client
Downloaded or transferred to the Client
Published or deployed with the Client’s authorisation
Used in the Client’s business
Delivered according to the agreed written requirements
A difference in personal preference does not qualify for a refund where the deliverable materially complies with the approved scope, design, and specifications.
Where a qualifying defect exists, we will normally be given a reasonable opportunity to investigate and correct it under our warranty provisions before a refund or price reduction is considered.
7. Revisions and Dissatisfaction
Unless otherwise agreed, projects include two rounds of reasonable revisions within the original scope.
A refund will not be issued solely because:
The Client changes its opinion, strategy, brand direction, or business priorities
The Client requests work outside the agreed scope
The Client no longer requires the project
The Client fails to provide content, access, feedback, or approval
A third-party platform changes its policies, pricing, functionality, or technical requirements
Expected marketing, advertising, SEO, sales, or business results are not achieved
We will make reasonable efforts to resolve genuine concerns and correct qualifying issues within the agreed scope.
8. Recurring Services
Recurring services may include:
Website maintenance
Hosting and server services
SEO services
Advertising management
Social media management
Technical support
Monitoring and security services
Software subscriptions
Other monthly or annual services
Unless a different notice period or minimum term is agreed, the Client may cancel a monthly recurring service by giving at least 30 days’ written notice before the next billing date.
Cancellation takes effect at the end of the current paid billing period. Payments for a billing period that has already started are non-refundable.
Failure to use the service, provide materials, request support, or consume included hours does not create a right to a refund.
Unused time, support hours, advertising services, hosting resources, or other allowances do not carry over unless agreed in writing.
9. Fixed-Term and Annual Services
Services purchased for a fixed or annual term cannot normally be cancelled for a pro-rata refund after the term has started.
Where we agree to early cancellation, the Client remains responsible for:
Services already provided
Non-cancellable third-party fees
Discounts granted in exchange for a longer commitment
Reasonable cancellation or migration work
Any other amount specified in the applicable agreement
The cancellation terms in a signed service agreement take priority over this Policy.
10. Hosting, Domains and Third-Party Services
Payments for domains, hosting plans, SSL certificates, software licences, plugins, themes, advertising budgets, cloud services, and other third-party products are non-refundable once purchased or activated, except where the third-party provider issues a refund.
Where a third-party provider issues a refund to us, we will pass the appropriate amount to the Client after deducting any non-refundable charges, currency-conversion losses, payment fees, or work performed.
We are not responsible for a third party’s refusal to issue a refund.
11. Suspension for Non-Payment
We may suspend work, hosting, support, access, or delivery if an invoice is overdue.
Suspension for non-payment does not cancel the service or remove the Client’s obligation to pay outstanding invoices and committed third-party costs.
We may charge separately for reasonable restoration, recovery, migration, or reactivation work resulting from a suspension.
12. Cancellation by NOVA DIGITAL STUDIO LTD
We may suspend or cancel a project or service where:
The Client materially breaches an agreement
An invoice remains unpaid
Required information or cooperation is repeatedly withheld
The Client requests unlawful, fraudulent, abusive, or infringing activity
Continuing the service would create a security, legal, or reputational risk
The Client misuses our systems or services
A force majeure event materially prevents performance
Where reasonably possible, we will provide written notice and an opportunity to correct the issue.
If we cancel without a breach or fault by the Client, the Client may receive a refund for prepaid services that have not been provided, less completed work and authorised third-party costs.
13. How to Request a Cancellation or Refund
Cancellation and refund requests must be sent in writing to:
Email: info@nd-studio.net
The request should include:
Client or company name
Invoice or project reference
Service being cancelled
Reason for the request
Requested cancellation date
Relevant supporting information
We may request additional information to verify the request and assess the work already completed.
14. Refund Review and Processing
We will normally review a complete refund request within 10 business days.
If a refund is approved:
It will normally be returned through the original payment method
Processing may take additional time depending on the bank or payment provider
Bank, payment-processing, and currency-conversion fees may be deducted where they are not recoverable by us
Refunds will normally be issued in the original transaction currency
Approval of a refund in one case does not create an obligation to approve refunds in other circumstances.
15. Chargebacks and Payment Disputes
The Client should contact us before initiating a chargeback or payment dispute so that we have a reasonable opportunity to investigate and resolve the issue.
A chargeback does not automatically cancel a contract or remove the Client’s obligation to pay for completed work and incurred costs.
We may provide the relevant agreement, invoices, communications, approvals, delivery records, and project history to the bank or payment provider when responding to a payment dispute.
16. Conflicting Terms
If this Policy conflicts with a signed agreement, Statement of Work, accepted proposal, or separately agreed cancellation terms, the specifically agreed written terms will take priority.
17. Changes to This Policy
We may update this Refund & Cancellation Policy to reflect changes to our services, business practices, or legal obligations.
The latest version will be published on this page. Changes will not alter cancellation or refund rights already expressly agreed for an active project unless both parties agree in writing.
18. Governing Law
This Policy and any dispute arising from it are governed by the laws of England and Wales.
The courts of England and Wales have exclusive jurisdiction, unless the parties agree otherwise in writing.
19. Contact Information
NOVA DIGITAL STUDIO LTD
Company Number: 17394330
Office 1724
60 Tottenham Court Road
Fitzrovia, London W1T 2EW
United Kingdom
Email: info@nd-studio.net
Phone: +44 7458 197055