A fair production
Cancellations, Refunds & Revisions
Bespoke work moves in stages. You will know what has begun, what is included and what happens if plans change.
Last updated: 24 July 2026
Before work begins
If you are a UK consumer buying at a distance, you will normally have 14 days from the contract date to cancel. Tell us clearly by emailing [email protected] with your name and order reference. You may use any clear statement; no special wording is required.
Starting within 14 days
Because event work is often time-sensitive, you may ask us to start before the cancellation period ends. We will ask for your express request. If you then cancel, we may retain or charge a proportionate amount for work already supplied and non-refundable third-party costs disclosed to you. If the service is fully performed after your express request and acknowledgement, the statutory cancellation right may end.
Personalised digital work
Once bespoke concepts, animation, personalised digital content or production have begun with your approval, amounts covering completed work are not refundable merely because preferences or plans change. We will provide a clear stage breakdown in the proposal. This does not affect remedies where services are not supplied with reasonable care and skill or are not as agreed.
Revisions
Your order states the number and type of included revision rounds. Please collect feedback into one clear response per round. Corrections caused by our failure to follow the approved brief do not consume a revision round. Changes to approved direction, new content, new pages, replacement assets, new animation or feedback after final approval may require a new quote.
Client delay or event cancellation
If assets or feedback are late, we may reschedule the work. If your event is postponed, we will reasonably try to transfer the project to a new available date; new work and unrecoverable costs may be chargeable. If a project is inactive for 60 days after reminders, we may close it and invoice work completed. Reactivation is subject to availability.
If we must cancel
If we cannot deliver and no reasonable alternative is agreed, we will refund amounts paid for work not supplied. We are not responsible for losses caused by events outside reasonable control, but we will communicate promptly and seek a fair solution.
Problems with the work
Contact us promptly with the order reference and a clear description. We will first try to correct or re-perform the affected service within a reasonable time. Where the law provides a price reduction or refund, we will honour it. Nothing here removes your statutory consumer rights.
Refund timing
Approved refunds are returned to the original payment method, normally within 14 days, although banks and marketplaces may take longer to display them. Etsy orders may also follow Etsy’s processing steps where consistent with mandatory rights.