Refund & Cancellation Policy

Business Information: Glow Digital is a trading name operated by Sophia Pedley, a sole trader.

1. Deposits and Upfront Payments

• Deposits are non-refundable once work has commenced. This includes any design work, development, planning, or other project activities that have begun.
• If you cancel before any work has commenced, we will refund your deposit minus any administrative fees (typically 10% or £50, whichever is lower).
• Deposits secure your project slot and cover initial project setup and planning costs.

2. Cancellation by Client

You may cancel your project at any time by providing written notice to hello@glowdigital.studio. Cancellation terms are as follows:

• Before work commences: Full refund of deposit minus administrative fees (typically 10% or £50, whichever is lower).
• After work commences but before milestone completion: Deposit is non-refundable. You will be invoiced for any work completed up to the cancellation date at our standard hourly rate.
• After milestone completion: Deposit and all completed milestone payments are non-refundable. You will be invoiced for any additional work completed.
• After project completion: No refunds are available once the project has been completed and delivered.

3. Milestone Payments

• Projects are typically structured with milestone payments tied to specific deliverables (e.g., design approval, development completion, launch).
• Milestone payments are non-refundable once the milestone has been completed and approved by you.
• If you cancel before a milestone is completed, you will only be charged for work actually completed up to that point.
• If you request changes that delay milestone completion, additional charges may apply.

4. Monthly/Recurring Payments

• For ongoing services (hosting, support, maintenance), you may cancel at any time with 30 days' written notice.
• Monthly payments are non-refundable for the current billing period. You will continue to receive services until the end of the current billing period.
• No refunds will be provided for partial months of service.

5. Cancellation by Glow Digital

We reserve the right to cancel a project in the following circumstances:

• Non-payment or repeated late payments after written warnings.
• Client fails to provide necessary information or approvals within reasonable timeframes, causing significant project delays.
• Client requests work that is illegal, unethical, or violates our terms of service.
• Breakdown in communication or working relationship that makes project completion impractical.

If we cancel a project, we will refund any payments for work not yet completed, minus the deposit and any work already completed.

6. Refund Processing

• Refunds will be processed within 14 business days of approval.
• Refunds will be issued to the original payment method used.
• Processing fees charged by payment processors (Stripe) are non-refundable and will be deducted from any refund amount.

7. Disputes and Chargebacks

If you have concerns about our services or charges, please contact us at hello@glowdigital.studio before initiating a chargeback. We are committed to resolving disputes fairly and promptly. Unauthorized chargebacks may result in additional fees and may affect your ability to work with us in the future.

8. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Any changes will be posted on this page with an updated effective date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

9. Contact

If you have any questions about this Refund & Cancellation Policy, please contact us at hello@glowdigital.studio.