Refund Policy

This Refund Policy sets out the circumstances in which Criltech Media will or will not issue refunds for our services and digital products. It is written in accordance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable UK consumer protection legislation.

Nothing in this policy affects your statutory rights under UK law. If you are a consumer, you retain all rights provided by law regardless of what is stated here.

A 25% deposit is required before any project work begins. This deposit covers the time, planning, and resources allocated to your project slot.

Once work has commenced, the deposit is non-refundable, as it compensates for work already performed and the opportunity cost of reserving your project slot.

If you cancel your project before any work has begun — and before we have incurred any costs on your behalf — you may be entitled to a full refund of your deposit. Please contact us as soon as possible in this situation.

If you cancel a project after work has started, the following applies:

• We may retain any deposit paid, as it covers work already completed and resources committed.
• We may issue an invoice for any additional work completed beyond the deposit value, calculated at our standard hourly rate of £29.99/hour.
• Any balance already paid beyond the deposit will be reviewed on a case-by-case basis, taking into account the work completed and costs incurred.

We will always aim to handle cancellations fairly and transparently. Any outstanding amounts will be clearly communicated before any further charges are applied.

Once a project has been completed, approved, and delivered — including where a website has been made live — refunds are not available for the service as a whole.

This is because our services involve significant time, skill, and creative work that cannot be reversed once delivered.

If you are unhappy with any aspect of the delivered work, please contact us. We will always endeavour to resolve concerns fairly through revisions, corrections, or other reasonable remedies.

Digital products — including downloadable files, templates, graphics, and similar items — are non-refundable once accessed, downloaded, or supplied.

Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to digital content once download or access has begun, provided you were informed of this and gave your consent prior to purchase.

If a digital product is faulty or materially different from its description, you retain your statutory rights under the Consumer Rights Act 2015, and we will work with you to resolve the issue.

For ongoing monthly services — such as managed hosting, social media management, or website maintenance plans — the following applies:

• Monthly fees are charged in advance and are non-refundable for the current billing period once services have been rendered.
• You may cancel a monthly service by providing written notice in accordance with the terms stated in your agreement or invoice.
• Where a minimum contract period applies, early cancellation fees may apply as stated in your agreement.
• If we cancel a monthly service without cause, we will provide a pro-rata refund for any unused portion of the billing period.

Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If you believe the work we have delivered does not meet this standard, you have the right to:

• Ask us to redo the work

  We will correct or redo any element of the service that falls below the required standard, at no additional cost to you.

• Request a price reduction

  If we are unable to redo the work within a reasonable time or without significant inconvenience to you, you may be entitled to a partial refund.

• Claim a full refund

  In limited circumstances where the above remedies are not possible or appropriate, you may be entitled to a full refund.

Please raise any concerns with us in writing as soon as possible so we have the opportunity to address them.

Where a project is delayed or cannot be completed due to circumstances within the client's control — such as failure to provide required content, images, approvals, or responses — refunds will not be issued for time already spent.

If a project is placed on hold at the client's request for an extended period (typically more than 60 days), we reserve the right to close the project and retain fees paid for work completed to date.

To request a refund or raise a concern about our services, please contact us in writing with the following information:

• Your full name and contact details
• A description of the service or product in question
• The reason for your refund request
• Any supporting evidence (e.g. screenshots, correspondence)

We aim to acknowledge all refund requests within 2 business days and to resolve them within 14 calendar days.

Where a refund is approved, it will be issued via the same payment method used for the original transaction wherever possible.

Refunds are typically processed within 5–10 business days, depending on your bank or payment provider.

Nothing in this Refund Policy is intended to limit or exclude your statutory rights under UK law, including but not limited to:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Consumer Protection from Unfair Trading Regulations 2008

If you are unsatisfied with our response to a refund request, you may seek independent advice from Citizens Advice (citizensadvice.org.uk) or contact the relevant trading standards authority.

We may update this Refund Policy from time to time. The date at the top of this page will reflect the most recent revision. Continued use of our services after any changes constitutes your acceptance of the updated policy.