Refund and Cancellation Policy

Last updated: 12 November 2026

This AM Web Design Refund and Cancellation Policy explains what happens if you decide to cancel a website project, one-off service or ongoing service provided by AM Web Design & SEO, including when a full or partial refund may be appropriate.

My aim is to keep things straightforward. Before significant project work begins, I will make sure we have agreed what is being provided, the expected cost and any important project requirements. If something changes or you need to cancel, please contact me as soon as possible so we can deal with it fairly.

This policy should be read alongside the AM Web Design & SEO Terms and Conditions.

Before Work Begins

Before starting a website or other significant project, I will normally confirm the scope of work and any important requirements with you.

Depending on the service, this may be through:

• A telephone or video call

• Email

• A quotation

• A proposal

• An invoice

• Information provided on the relevant service page

This gives us an opportunity to make sure the service is appropriate for your requirements before significant work begins.

If you have any questions about what is included, please ask before making payment or instructing me to begin.

Cancelling Before Work Has Started

If you cancel a project before I have started work, I will normally provide a full refund of payments you have made towards the project.

However, any non-refundable third-party costs that have already been incurred specifically for your project may be deducted.

For example, this could include:

• Domain registration

• Specialist software purchased specifically for your project

• Stock photography or licensed assets

• Third-party subscriptions

• Other external costs purchased specifically at your request

Where possible, I will explain any such costs before they are incurred.

Cancelling After Work Has Started

If you decide to cancel after work has started, please contact me as soon as possible.

Any refund will depend on the stage the project has reached and the amount of work already completed.

I will take into account:

• Work already carried out

• Research and planning completed

• Content already written

• Designs already created

• Website development already completed

• Meetings and project preparation

• Third-party costs already incurred

• Any other work completed specifically for your project

If the amount you have paid is greater than the reasonable value of the work and costs already incurred, the remaining balance may be refunded.

If the work already completed exceeds the amount you have paid, you may be invoiced for the outstanding work completed up to the cancellation date.

The intention is that you pay for the work reasonably completed and costs incurred rather than automatically losing the entire project payment.

Website Design Projects

Website design and website redesign are bespoke services created specifically for each client.

Once work has begun, the amount that may be refundable will therefore reduce as the project progresses.

Work may include more than the visible website itself.

For example, project work can include:

• Research

• Planning

• Website structure

• Page planning

• Design

• Website development

• Content preparation

• Image preparation

• Search optimisation

• Forms and functionality

• Mobile optimisation

• Testing

• Technical setup

A project that has not yet been launched may still represent a substantial amount of completed work.

Refunds will therefore be based on the work completed rather than simply whether the website has gone live.

One-Off Services

This policy also applies to one-off services such as:

• Website MOTs or audits

• Website content writing

• Blog writing

• AI search and FAQ content

• Local SEO services

• Google Business Profile optimisation

• Website enquiry systems

• Quote systems

• Lead magnet systems

• Email marketing setup

• Analytics or search setup

• Other agreed digital services

If you cancel before work begins, a full refund will normally be available subject to any third-party costs already incurred.

If work has already started, any refund will take account of the work already completed and costs incurred.

Once a one-off service has been completed and delivered, it will not normally be refundable simply because you later decide you no longer require it.

This does not affect any legal rights you may have where a service has not been provided with reasonable care and skill.

Digital Content and Completed Work

Many services provided by AM Web Design & SEO involve bespoke digital work created specifically for your business.

This may include:

• Website pages

• Written content

• Graphics

• Forms

• Lead magnets

• Email sequences

• Website systems

• Reports

• Audits

• Research

• Digital files

Because these services involve work being carried out specifically for you, they cannot simply be returned in the same way as a physical product.

Refund decisions will therefore consider the amount of work already completed.

Website Care & Support

Website Care & Support is normally provided as an ongoing monthly service unless another arrangement has been agreed.

You may cancel the service by contacting me.

Unless otherwise agreed, cancellation will take effect at the end of the period you have already paid for.

Payments already made for the current service period are not normally refunded simply because you decide to cancel part-way through that period.

Your website can continue to receive the service until the end of the paid period.

After the service ends, services supplied as part of the package may also end. These can include:

• Managed hosting

• Premium software licences

• Backups

• Maintenance

• Security management

• Website support

If you are moving your website to another provider, I will provide reasonable assistance with the transfer in accordance with the Terms and Conditions.

Other Monthly Services

Other ongoing monthly services may include content, Google Business Profile management or other services agreed with you.

Unless a minimum term has specifically been agreed, these services will normally operate on a rolling basis.

You can cancel by contacting me.

Cancellation will normally take effect from the end of the period already paid for.

Work scheduled or completed during the current paid period may still be delivered where appropriate.

Payments already made for work completed or scheduled within that period are not normally refundable.

Third-Party Subscriptions

Some services may require a subscription with another provider.

For example, this could include an email marketing platform or another specialist service used by your business.

Unless specifically stated otherwise, third-party subscription charges are separate from AM Web Design & SEO’s fees.

If you cancel an AM Web Design & SEO service, you may also need to cancel any related third-party subscription directly with that provider.

Their own cancellation and refund terms will apply to their charges.

Domain Registration

Domain registration charges may be non-refundable once a domain has been registered or renewed because these costs are normally committed immediately to the domain registrar.

Where AM Web Design & SEO manages a domain on your behalf, this does not mean AM Web Design & SEO owns your business domain.

Subject to outstanding payments and registrar requirements, the domain can be transferred if you decide to move to another provider.

Client Delays and Inactive Projects

A refund will not normally be due simply because a project has been delayed by the client.

This can include delays caused by:

• Content not being supplied

• Images not being supplied

• Access details not being provided

• Feedback not being provided

• Approvals being delayed

• The client’s circumstances changing

If a project becomes inactive for a significant period, it may be placed on hold.

When you are ready to continue, I will discuss restarting the project with you.

If a long delay means that significant additional work is required because technology, software or project requirements have changed, that additional work may need to be quoted separately.

If AM Web Design & SEO Cancels a Project

In unusual circumstances, I may need to cancel a project that I am unable to complete.

If this happens, I will discuss the situation with you and provide an appropriate refund for any paid work that has not been completed.

Where appropriate, I will also provide completed work that you have paid for so that you can continue the project elsewhere.

This does not apply where services are suspended or terminated because of unpaid invoices, unlawful activity, misuse of services or a serious breach of the Terms and Conditions.

Problems With a Service

If you are unhappy with work I have provided, please contact me before requesting a refund.

In many cases, an issue can be resolved by correcting, adjusting or completing the work.

AM Web Design & SEO aims to provide services with reasonable care and skill and I want clients to be satisfied with the work they receive.

If something is wrong, please give me a reasonable opportunity to investigate and resolve it.

Requesting a Cancellation or Refund

To cancel a service or request a refund, contact:

Email: adam@amwebdesignandseo.co.uk
Telephone: 0191 5111009

Please provide enough information for me to identify the project or service.

This would normally include:

• Your name

• Your business or organisation

• The service or project concerned

• The reason for the cancellation or refund request

• Any relevant information about the issue

Email is preferable for formal cancellation requests because it provides both of us with a written record.

Reviewing Refund Requests

Refund requests will be reviewed according to the circumstances of the project.

This will include considering:

• What was agreed

• Payments already made

• Work already completed

• Work already supplied

• Costs already incurred

• The reason for cancellation

• Any relevant contractual or statutory rights

I will aim to respond to refund requests promptly and may contact you if additional information is required.

Approved Refunds

Where a refund is agreed, I will confirm the amount and how it will be returned.

Approved refunds will normally be processed using an appropriate payment method within 14 days of the refund being agreed, where reasonably possible.

The time taken for the money to appear in your account may depend on your bank or payment provider.

Non-Refundable Costs

Costs that have already been committed to a third party specifically for your project may not be refundable.

These can include:

• Domain registration or renewal

• Specialist software

• Paid licences

• Stock images or media

• Third-party subscriptions

• External services

• Other project-specific purchases

Where a third party provides its own refund, any recoverable amount will be taken into account when considering your refund.

Chargebacks and Payment Disputes

If you believe a payment has been made incorrectly or you have a problem with a service, please contact me first.

I will make reasonable efforts to resolve genuine payment or service disputes directly.

Starting a chargeback does not automatically remove an obligation to pay for legitimate work already completed or costs already incurred.

Your Legal Rights

Nothing in this policy is intended to remove or restrict rights that cannot legally be excluded.

Where applicable consumer rights or other statutory rights apply to a particular transaction, those rights will continue to apply regardless of this policy.

Changes to This Policy

This Refunds and Cancellations Policy may be updated from time to time to reflect changes to services, business practices or legal requirements.

The latest version will be published on this page with the date it was last updated.

Changes will apply to future services and agreements as appropriate and will not retrospectively remove rights already agreed with a client.

Contact AM Web Design & SEO

If you have questions about a cancellation, refund or payment, please contact:

AM Web Design & SEO

Adam McKinnon

Email: adam@amwebdesignandseo.co.uk
Telephone: 0191 5111009
Website: amwebdesignandseo.co.uk

I would always prefer to resolve an issue directly and fairly wherever possible.