Cancellation & Refund Policy (Emberstead Studio)

Effective date: 22 February 2026

This Cancellation & Refund Policy applies to all services provided by Emberstead Studio (“we”, “us”, “our”). It should be read alongside our Terms of Service.

Because our services are time-based and involve custom work, refunds are limited once work has started.

1) Definitions

Consumer means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
Business client means a client purchasing for business purposes.
Start of work means when we begin delivering the service (for example: planning, account setup, store setup, writing roadmaps, building pages, uploading products, configuration, testing, or communications that form part of delivery).

2) How to cancel

To cancel, email tiarnan@embersteadstudio.com with:

  • your name

  • the service purchased

  • the date of purchase/booking

  • a clear statement that you want to cancel

3) Cooling-off period (consumers only)

If you are a consumer and you purchased online/at a distance, you generally have a 14-day cooling-off period from the day after purchase.

3.1 If you cancel before work starts

If you cancel within the cooling-off period before we start work, you will receive a full refund.

3.2 If you asked us to start work during the cooling-off period

If you requested that we begin work within the cooling-off period and you cancel after work has started, you agree that we may charge for the work completed up to the point of cancellation (and refund any remaining balance). This is typically calculated based on time spent and/or milestones completed.

4) Service-specific cancellation and refund rules

A) Clarity Call + Roadmap (£149)

If you cancel 48+ hours before the scheduled call:

  • You may reschedule once (subject to availability), or request a refund.

If you cancel within 48 hours of the call time, or do not attend:

  • No refund (time is reserved and cannot be recovered).

If the call has taken place:

  • No refund.

Roadmap delivery:

  • If the roadmap has already been delivered, no refund is available (digital service already supplied).

B) Launch Foundations Week (Get Sorted Week) (£495)

This is a time-based service delivered over a short window.

Before work starts:

  • Refund available (consumers: subject to cooling-off rules above).

After work starts:

  • Refunds are not available for time already spent and work already delivered.

  • If you cancel mid-week, we will provide what has been completed so far (where possible), and any refund (if any) will be limited to the unused portion after accounting for work completed.

Client delays / non-responsiveness:
To deliver this service on time, we require timely access and replies. If we cannot proceed due to missing access/assets/responses, we may pause delivery until the client provides what is needed. If the project remains paused for 14 consecutive days, we may close the service as delivered-to-date, and no refund will be due for completed work.

C) 7-Day Launch Sprint (£999)

This is a fast, scope-controlled service.

Before work starts:

  • Refund available (consumers: subject to cooling-off rules above).

After work starts:

  • Refunds are not available for time already spent and work already delivered.

  • If you cancel mid-sprint, we will provide the work completed to date (where possible). Any refund (if any) is limited to the unused portion after accounting for work completed.

Sprint clock & prerequisites:
The 7-day delivery window begins once required access/assets are received. If prerequisites are not provided or approvals are delayed, delivery may be paused until the client responds.

If you disappear mid-build:
If we receive no response for 7 consecutive days during an active sprint, we may pause delivery. If there is no response for 14 consecutive days, we may close the sprint as delivered-to-date and proceed to handover of completed work. No refund is due for completed work.

D) One-off fixes / custom support (quoted)

For one-off fixes and custom work, cancellation and refunds depend on the agreed scope.

  • If cancelled before work starts: refund available (consumers: subject to cooling-off rules).

  • If cancelled after work starts: no refund for time already spent and work already delivered.

5) Third-party fees (non-refundable)

You are responsible for third-party costs such as:

  • Shopify/Squarespace subscriptions

  • domains

  • email services

  • apps/plugins

  • payment processor fees

  • POD subscriptions

These third-party fees are not controlled by us and are non-refundable by Emberstead Studio.

6) Refund processing

If a refund is approved, it will be issued to the original payment method within 5–10 business days (depending on your bank/payment provider).

7) No guaranteed outcomes

Refunds are not provided due to business performance outcomes (for example, lack of sales, traffic, follower growth, SEO rankings, or conversion rates), as these depend on factors outside our control.

8) Contact

For cancellations or refund requests, contact:
tiarnan@embersteadstudio.com
Business address (for written correspondence):
8 Corlat Drive, Whitecross, Armagh, BT60 2SP, United Kingdom