Refunds and cancellation.

In short

• Cancel before we start and we refund anything you've paid, in full.
• Cancel after we've started and you pay for the work done up to that point. We refund anything you've paid for work we haven't done.
• If we don't deliver what your quote describes, we put it right or give you a fair refund.
• Consumers also have a 14-day right to cancel.

Before we start

If you cancel before we've started work on your project, email us and we'll refund anything you've paid, in full.

After we start

Our work is made for you and starts once the project goes ahead. If you cancel after that, you pay for the work done up to the day you cancel, as set out in your quote. If you've paid ahead for work we haven't done, we refund that part.

If we've paid another provider for your project at your request, such as for a domain or a subscription, we can refund that cost only if the provider refunds us.

If something goes wrong

If we don't deliver what your quote describes, tell us. We'll redo or fix the work at no extra cost. If we can't, we'll give you a fair refund for the part we didn't deliver.

Post Studio early access

If you've paid for Post Studio early access, the refund terms we give you in writing with that access apply, alongside your legal rights.

Business and consumer clients

Most of our clients are businesses. For a business purchase, the cooling-off rights in the Consumer Contracts Regulations don't apply, and the sections above set out your position.

If you're a consumer (an individual acting wholly or mainly outside a trade, business, craft or profession), nothing in this policy removes your statutory rights. You have 14 days from the day you accept your quote to cancel, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We only start work within those 14 days if you ask us to in writing. If you do and then cancel, you pay an amount in proportion to the work done before you told us. If you also confirmed that you understood you'd lose the right to cancel once the work is fully done, the right ends when we finish it.

Your rights under the Consumer Rights Act 2015 also still apply, including that we do the work with reasonable care and skill.

How to cancel or ask for a refund

Email saul@lodestoneenterprise.co.uk with your name and the project. Any clear statement that you want to cancel is enough.

We refund to the account or method you paid with. If you're a consumer cancelling within the 14 days, we refund you within 14 days of the day you tell us.

If you're a consumer, you can use this model cancellation form if you want to, but you don't have to. Copy it into an email and fill it in:

• To: Lodestone Enterprise Ltd, 33 Falcon Drive, Didcot, OX11 6HT, United Kingdom, saul@lodestoneenterprise.co.uk
• I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
• Ordered on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date: