Refund & Cancellation Policy
This policy explains how refunds, cancellations and ongoing service payments are handled for Black Pastel websites, templates, support plans and systems.
It is designed to keep things clear and fair from the start, especially where digital work, setup time and custom development are involved.
At a glance
Key information
Because Black Pastel provides digital products, custom design work, setup services and ongoing plans, refunds are not handled in the same way as physical goods.
In simple terms, work can usually be cancelled before it starts, but once setup, design, development or delivery has begun, payments are normally non-refundable because time and work have already been committed.
Before work starts
If no work, setup or delivery has started, a refund may be approved.
After work starts
Once design, setup, development, customisation or delivery has begun, payments are normally non-refundable.
Ongoing plans
Monthly and yearly support, maintenance and hosting plans can be cancelled, but current billing periods are non-refundable once started.
Digital services
By asking us to begin work promptly, you acknowledge that cancellation rights may be reduced or lost once the service has started.
Full Refund & Cancellation Policy
By purchasing a website, template, support plan, hosting, booking system or related service from Black Pastel, you agree to the following refund and cancellation terms.
1. General policy
Black Pastel provides digital products, website services and custom-built systems. Because of the nature of these services, refunds are considered based on whether work has started, whether digital access or delivery has been provided, and whether ongoing billing periods have already begun.
2. Ready-made website templates
If you purchase a ready-made website template, you may request cancellation before work has started on your order.
Once we begin setup, customisation, content upload, installation or delivery of the template website, the order becomes non-refundable.
If template access, files, downloads or delivered digital materials have already been provided, the product is treated as used and is non-refundable.
3. Custom website design & development
Payments for custom website design and development cover planning, design time, build time, revisions, setup and project work.
Once work has begun on a custom website project, payments already made are non-refundable.
If a client cancels after work has started, Black Pastel reserves the right to retain payments already made and to invoice for completed work not yet paid for.
4. Booking systems, ecommerce systems & custom functionality
Booking systems, ecommerce systems, admin areas, automations and other custom functionality involve setup, development and configuration work.
These services are non-refundable once work has begun, including planning, setup, coding, integration or testing.
If cancelled before work has started, a refund may be issued at Black Pastel’s discretion.
5. Setup fees
Setup fees are charged for the time required to start, configure, build, customise and prepare a service or website.
Setup fees are non-refundable once work has started.
6. Hosting, support & maintenance plans
Hosting, support and maintenance plans are recurring services billed monthly or yearly, depending on the plan selected.
These plans may be cancelled before the next renewal date, but payments for the current billing period are non-refundable once that billing period has begun.
Cancelling a plan stops future renewals only. It does not refund previous or current billing period payments.
7. Domains & third-party costs
Domain name registrations, renewals and other third-party costs paid on a client’s behalf are non-refundable once purchased or committed.
This also applies to any third-party fees, licences or connected services that Black Pastel has already paid for or allocated to the project.
8. Client cancellations
To request cancellation, the client must contact Black Pastel in writing using the contact details provided on this page.
Cancellation requests should include the client’s name, business name, order reference and the service they wish to cancel.
A cancellation is not considered complete until it has been acknowledged by Black Pastel.
9. Refund processing
Where a refund is approved, it will be returned to the original payment method used for the order.
Please allow 5 to 10 working days for the refund to appear, depending on your payment provider or bank.
10. Digital services notice
By purchasing from Black Pastel and asking us to begin work, setup or delivery within the cancellation period, you acknowledge that the service may begin immediately.
Where this happens, your right to cancel may be lost or reduced once the digital service has started or digital content has been delivered.
11. Black Pastel cancellations
Black Pastel reserves the right to cancel a service or project where necessary.
If this happens before significant work has been completed, a full or partial refund may be issued at Black Pastel’s discretion, depending on the stage of the work and costs already incurred.
12. Acceptance of this policy
By purchasing a website, template, support plan, hosting service or related service from Black Pastel, you confirm that you have read and accepted this Refund & Cancellation Policy.
If you have any questions about this policy, please contact hello@blackpastel.co.uk.