Effective date: 1 January 2025
This Refund Policy explains how refunds and cancellations are handled for Stead Bridge Commons (“Nova”, “we”). Our work primarily involves bespoke services and digital deliverables.
1. Services (bespoke design, UX, front‑end)
- Deposits/initial payments: non‑refundable once work has started, as they reserve time and cover discovery and initial production.
- Milestone billing: fees for accepted or partially delivered milestones are non‑refundable once submitted for review.
- Cancellations: you may cancel at any time by written notice. You remain responsible for fees for work performed and committed costs up to the effective cancellation date.
- Quality concerns: if deliverables deviate materially from the agreed scope, notify us within 10 calendar days of receipt with specific issues. We will review and, if warranted, remedy within a reasonable timeframe.
2. Digital deliverables (files, design assets, code)
- Due to their nature, delivered digital items are non‑returnable and non‑refundable once provided, except where required by law or if the file is defective and cannot be remedied.
- If a file is corrupted or incomplete, contact us within 10 days; we will replace or re‑supply at no extra charge.
3. Workshops, consultations, and scheduled sessions
- Rescheduling: with at least 3 business days’ notice, we will attempt to reschedule without extra fees.
- Cancellations with less than 3 business days’ notice may incur up to 50% fee to cover reserved time.
- No‑shows may be charged in full.
4. Refund process and timelines
- Submit your request to [email protected] including project reference, invoice number, and reason.
- We will acknowledge within 3 business days and aim to resolve within 10 business days.
- Approved refunds are issued to the original payment method; bank processing may take 5–10 business days.
5. Chargebacks
Please contact us first to resolve any issue. Filing a chargeback without giving us an opportunity to address the concern may delay resolution. We provide documentation to the payment provider for any disputed transaction.
6. Legal rights
Nothing in this Policy limits your statutory rights (including consumer rights) that cannot be excluded under applicable law. For UK/EU consumers, the right to cancel may not apply to bespoke services already performed or to digital content once download/access begins with your consent.
7. Contact
Stead Bridge Commons
72 Rob Lane East Jack ST3 2HB, UK
Tel: +44 2425 531606
Email: [email protected]