1. Overview
This policy explains cancellation and refund handling for custom services, digital content and bespoke physical goods. It does not limit statutory rights.
2. Before Work Starts
Contact us immediately if you need to cancel. Where no work has started and no non-recoverable cost has been incurred, we will consider a refund subject to any lawful cancellation rights and payment-processing costs that cannot be recovered.
3. Once Custom Work Has Started
Design, branding, website and software work is created specifically for each customer. If you expressly request work to begin during a cancellation period and later cancel, we may retain or charge a proportionate amount for the work already completed, time reserved and non-recoverable third-party expenses. Deposits are applied against those amounts rather than treated as an automatic penalty.
4. Completed Services and Digital Files
Once a service has been fully performed following the required request and acknowledgement, the statutory cancellation right for that service ends. For digital content supplied without a physical medium, the cancellation right may be lost once supply begins after express consent and acknowledgement. Change-of-mind refunds are therefore normally unavailable after final files, downloads, credentials or completed digital deliverables have been supplied.
5. Bespoke Printed Goods
Goods made to your specification or clearly personalised are normally excluded from change-of-mind cancellation. We will still address goods that are faulty, damaged, not as described or produced incorrectly.
6. Problems With the Work
If a service has not been performed with reasonable care and skill or does not match the agreed specification, contact us promptly. Depending on the circumstances, an appropriate remedy may include correction, repeat performance, replacement, a price reduction or refund.
7. Customer Approval and Errors
We are not normally responsible for errors, content or dimensions that you supplied and approved. We will correct errors caused by us in accordance with the contract and applicable law.
8. Requesting a Cancellation or Refund
Email contact@certi.design with your name, order or invoice reference, the reason for the request and relevant evidence. Refunds that are agreed are normally returned to the original payment method. Bank, card and cryptocurrency processing times can vary.