Last Updated: August 2026
At Natura Design Services, we aim to provide a fair and transparent approach to cancellations, refunds and completed project work.
Before work begins, customers are provided with details of the services to be completed, associated costs, payment arrangements and relevant terms. Customers are expected to review and agree to these terms before work commences.
This Refund & Cancellation Policy should be read alongside the individual Service Agreement, Statement of Work, quotation or project agreement provided to the customer.
Our standard project agreements may provide customers with a 7-day contractual cancellation period from the date the agreement is entered into.
Where applicable consumer legislation provides the customer with a longer statutory cancellation period or additional rights, those statutory rights will take precedence.
Where a customer specifically requests that Natura Design Services begins work during any applicable cancellation period, work may begin immediately following that request.
If the customer subsequently cancels after work has begun, Natura Design Services reserves the right to charge for the work that has already been completed, together with any reasonable costs already incurred in carrying out the project Domain and hosting costs are almost purchased instantly after agreements and signed forms.
Where a project is cancelled and part of the agreed work has not yet been completed, the customer may be entitled to a refund for the portion of the project that has not been carried out.
Any refund will be calculated based upon:
Customers will not normally be charged for work that has not been undertaken, subject to the terms of their individual agreement and applicable law.
Work that has already been completed in accordance with the agreed project requirements is normally non-refundable.
Once an agreed stage, service, design, page, feature or other element of the project has been completed, the associated cost represents work and resources already supplied by Natura Design Services.
A customer choosing to cancel the project after work has been completed does not automatically create an entitlement to a refund for that completed work.
This applies particularly where:
This does not affect any statutory rights a customer may have where services have not been supplied with reasonable care and skill or have not been provided in accordance with the agreed contract.
Where a project is partially completed at the time of cancellation, the project will be reviewed to determine what proportion of the agreed work has already been carried out.
Natura Design Services may retain payment for completed work and reasonable costs already incurred.
Where payments received exceed the value of the completed work and applicable costs, the remaining eligible balance will be refunded.
Where the value of completed work exceeds payments already made, any outstanding amount may remain payable in accordance with the project agreement.
Where a project has been divided into stages, milestones or instalments, each completed stage may be treated as work already supplied.
Payments relating to completed and agreed stages are therefore normally non-refundable once the relevant work has been carried out.
Cancellation of the remaining project does not automatically reverse payments relating to stages that have already been completed.
Where Natura Design Services agrees to refund work and that refund results in termination of the project, the customer will not retain ownership, administrative access or continued use of work for which payment has been refunded.
This may include the removal or revocation of:
Where appropriate, administrator passwords and permissions will be changed or revoked when the refund or cancellation is processed.
A customer cannot receive a refund for work and simultaneously retain unrestricted use of the same refunded work unless Natura Design Services expressly agrees otherwise in writing.
Where a project is cancelled and refunded, Natura Design Services may remove or delete the associated project from its development systems, staging servers or hosting infrastructure where it is no longer required.
This may include deleting:
Customers should therefore not assume that a cancelled or refunded project will remain available indefinitely.
Natura Design Services may retain records that it is legally, financially or administratively required to retain, including contracts, invoices, payment records and relevant correspondence.
Certain costs associated with a website project are paid to third parties and may not be recoverable once purchased or activated.
Examples may include:
Where Natura Design Services has already incurred a legitimate non-recoverable third-party cost on behalf of the customer, that amount may be deducted from any refund where legally permitted.
Where a domain, account or service belongs to the customer and has been fully paid for, arrangements regarding transfer or continued ownership will be dealt with in accordance with the relevant project agreement and third-party provider’s terms.
A refund will not normally be provided simply because a customer:
We provide opportunities throughout the project for customers to communicate their requirements, review progress, request reasonable amendments and raise concerns.
Customers are therefore encouraged to raise any concerns as early as possible so that they can be addressed before further stages of the project are completed.
Natura Design Services provides customers with reasonable methods of communicating throughout their project.
Customers are responsible for reviewing communications relating to their project and raising concerns within a reasonable period.
Where a customer is unhappy with an element of the project, we ask that they contact us before requesting cancellation so that we have a reasonable opportunity to investigate and, where appropriate, correct or revise the work.
A lack of communication during the development process does not automatically create an entitlement to a refund for work that has already been completed in accordance with the agreed project.
Cancellation requests should preferably be made in writing through one of the official communication methods provided by Natura Design Services so that there is a clear record of the request.
If a customer believes that work has not been completed in accordance with the agreed specification, they should contact Natura Design Services and clearly explain the issue.
Where appropriate, we will first attempt to investigate and correct the problem.
Nothing within this policy is intended to remove or restrict a customer’s statutory rights.
For consumer customers, UK law requires services to be performed with reasonable care and skill. Depending on the circumstances, consumers may have rights including repeat performance or an appropriate price reduction where the service does not conform to the contract.
Where a refund has been approved, Natura Design Services will confirm:
Refunds required under statutory consumer rights will be processed within the timescales required by applicable law.
Cancellation ends the remaining project; it does not retrospectively cancel services that have already been properly supplied.
Where Natura Design Services has completed work authorised by the customer before cancellation, payment for that completed work remains due unless otherwise agreed or unless the customer has a statutory right to a refund or other remedy.
Nothing contained within this Refund & Cancellation Policy or any Natura Design Services agreement is intended to exclude, restrict or replace rights that cannot legally be excluded under UK consumer law.
Where there is a conflict between this policy and a customer’s mandatory statutory rights, the applicable statutory rights will take precedence.
Customers wishing to discuss a cancellation, refund, project concern or completed work should contact Natura Design Services using one of the official communication methods provided on our website or within their project agreement.
We strongly encourage customers to communicate any concerns as soon as they arise. Many project issues can be resolved through revisions, clarification or discussion without requiring the entire project to be cancelled.
Natura Design Services
The home of creative business design.
