1. In short
- Cancel before we start and your deposit is refunded in full, minus any third-party costs already paid on your behalf.
- Cancel during a project and you pay only for work completed so far. We refund anything you've paid beyond that.
- If what we deliver doesn't do what we agreed, we fix it free within 30 days of launch.
- Care plans can be cancelled with 30 days' notice.
- Changed your mind about the handbook? Send it back within 14 days of delivery for a full refund of the book price.
This policy works alongside our terms of service and your project proposal. If your proposal says something different, the proposal applies.
2. Deposits
A deposit books a slot in our schedule and covers the discovery and planning work at the start of a project. If you cancel before that work begins, we refund the deposit in full, less any third-party costs we've already paid for you. Once work has started, the deposit is put towards the work completed.
3. Cancelling a project
You can cancel at any time by emailing us. We'll stop work, send you a statement of the work completed up to that point, valued using the rates in your proposal, and hand over everything finished so far.
- If you've paid more than the value of the completed work, we refund the difference.
- If you've paid less, we invoice the difference.
- Fees for completed and approved milestones are not refundable, because that work has been delivered.
4. If you're a consumer
If you're buying our services as an individual rather than a business, you have a legal right to cancel within 14 days of agreeing the contract, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you ask us to start work within those 14 days and then cancel, you'll pay for the work done up to the point you told us, and we'll refund the rest within 14 days. Your rights under the Consumer Rights Act 2015 are not affected by anything in this policy.
5. If something's not right
Tell us as soon as you can. If the work doesn't match what we agreed, we'll fix it at no cost: that's what our 30-day warranty after launch is for, and we'll always try to put things right before anything else. If we can't fix a genuine problem within a reasonable time, we'll agree a fair partial or full refund for the affected part of the work.
6. Care plans
Care plans are billed monthly in advance and can be cancelled at any time with 30 days' notice. We don't refund part-months, and unused change allowances don't carry over or convert into cash. If we fail to provide the service you've paid for in a month, we'll credit or refund that month.
7. Third-party costs
Domains, hosting, paid plugins, licences, stock assets and similar purchases are bought from other companies on your behalf. Once bought they usually can't be refunded by us, but they're yours to keep and we'll transfer them to you.
8. The Software Handbook
Changing your mind
If you're a consumer, you can cancel your order within 14 days of the day you receive the book, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Email hello@celsatechnologies.co.uk with your name and order details to let us know, then post the book back to us within 14 days of telling us. We'll send you the return address.
- We refund the price of the book and the standard delivery charge you paid.
- Unless the book is faulty or wasn't what you ordered, you pay the cost of posting it back.
- We may reduce the refund if the book has been damaged or marked beyond what's needed to look through it.
- We pay your refund within 14 days of receiving the book back, or of you showing us proof that you've posted it, whichever is sooner, to the card you paid with.
Damaged, faulty or missing
If your copy arrives damaged, has printing faults or isn't what you ordered, email us a photo within 30 days of delivery and we'll send a replacement or give you a full refund including delivery. You won't need to send the damaged copy back. If your order hasn't arrived within 10 working days of dispatch, tell us and we'll send another copy or refund you in full.
9. Software products
Where one of our software products, such as ColdSoup, offers paid plans, the refund terms shown at checkout and in that product's terms apply. You can cancel a subscription at any time and keep access until the end of the period you've paid for. Consumers keep their statutory rights.
10. How to ask for a refund
Email hello@celsatechnologies.co.uk with your name, the project or invoice number and a short explanation. We'll reply within five working days, and approved refunds are paid to the original payment method within 14 days.
Celsa Technologies Ltd, registered in England and Wales. Registered office: 13 Wroughton Terrace, London NW4 4LE, United Kingdom.