1. Your 14-Day Cancellation Rights

If you are a consumer purchasing eligible services online or through another qualifying distance-selling method, you will generally have a statutory right to cancel within 14 days of entering into the service contract. The applicable rules may vary depending on the type of contract and the circumstances of your purchase.

To exercise an applicable cancellation right, email support@omnivexastudio.com with your name, order or invoice reference and a clear statement that you wish to cancel. You do not need to provide a reason when exercising a statutory cancellation right that applies to your contract.

Example Cancellation Statement

You may use the example above or send another clear written statement. You are not required to use this particular wording to exercise a statutory cancellation right that applies to your contract.

If You Ask Us to Start Work During the 14-Day Period

If you expressly request that a service begins during an applicable statutory cancellation period and subsequently cancel, you may be required to pay a proportionate amount for the service supplied up to cancellation, where permitted by law and where the relevant legal requirements have been met.

For a service contract, the statutory right to cancel may be lost after the service has been fully performed only where the applicable legal requirements have been satisfied, including any required prior express consent and acknowledgment.

2. Refund Eligibility

The table above summarises our usual approach. Your actual rights depend on the contract, the service supplied and applicable law. Where a statutory refund is due, it will not be refused solely because a project has started or a deliverable has been supplied.

3. Recurring Services & Cancellation

This section applies if you have expressly purchased a recurring service, such as a monthly website package, maintenance plan, SEO retainer or other subscription. It does not automatically apply to a one-off project priced and agreed as a single project.

To request cancellation of a recurring service, email support@omnivexastudio.com.

• Please include your name, order or invoice number and the service you wish to cancel.
• Cancellation will take effect in accordance with the terms disclosed and agreed when you purchased the service, subject to applicable statutory cancellation rights.
• Any applicable notice period, minimum commitment, renewal date and recurring payment amount should be disclosed before you commit to the service.
• We will stop future recurring charges when cancellation takes effect, subject to any lawful outstanding payment obligation clearly agreed in the contract.
• Payments for services already supplied or for a billing period already started are not automatically refundable. Any refund will be assessed under the agreed terms and applicable law.

When a recurring service ends, access to ongoing services, maintenance, support or other subscription benefits may also end, subject to the service agreement and applicable legal rights.

4. How to Request a Refund

To request a refund or cancel an eligible order, contact our team using the details below.

• Email: support@omnivexastudio.com
• Subject: Refund Request or Cancellation Request
• Include: Your name, business name if applicable, order number or invoice reference, service purchased, purchase date and a brief explanation of your request.

You do not need to provide a reason when exercising a statutory cancellation right that applies to your contract. For other refund requests, a brief explanation may help us assess your request.

We aim to review requests and provide an initial response within five business days. This is our usual response target, not a restriction on any statutory deadline or legal right. We may contact you for additional information where reasonably necessary.

We will explain the outcome of our review and, where relevant, how any refund amount has been calculated. Requests will be handled in accordance with applicable law even if our usual response target cannot be met.

5. Refund Processing

• Where a refund is due under applicable law, it will be made within the legally required timeframe.
• Where required by law, refunds will be returned using the same payment method used for the original transaction, unless you expressly agree otherwise.
• We will not charge a fee simply for making a statutory refund.
• For approved refunds that are not subject to a different statutory deadline, we aim to initiate processing within 7–14 business days after approval.
• After a refund has been initiated, the time taken for funds to appear in your account depends on the payment provider, bank or card issuer.
• We will send an email confirmation when our team has processed the refund.

Refund Timeframes

Our usual processing target for non-statutory refunds does not override a legal deadline. Where the law requires a refund within a specified period, we will comply with that requirement.

6. Third-Party Costs & Project Delays

Third-Party Costs

Some projects may involve external products or services, such as domain registrations, hosting, premium themes, plugins, software licences or third-party subscriptions.

We will disclose relevant third-party charges where applicable. A non-recoverable third-party cost may be excluded from a discretionary refund where the cost was appropriately disclosed or agreed, the exclusion is lawful and the cost was genuinely incurred. We will not use this provision to remove any statutory right or remedy.

Delays Caused by Missing Information

Customers are responsible for providing the content, access details, approvals and feedback reasonably required for their project. If required information is delayed, we will communicate any resulting impact on delivery dates and project milestones.

Charges for work completed or milestones reached will be assessed under the agreed contract and applicable law. Delays caused by missing customer materials do not automatically remove a customer’s legal rights or justify charges for services not supplied.

7. Changes After Delivery & Support

The agreed project scope, deliverables and any included support period will be communicated in the service agreement or project proposal.

If a customer or third party changes a delivered website, codebase, theme or plugin, those changes may affect our ability to diagnose technical issues or provide support under the original scope of work.

Where third-party changes affect support, we will assess the circumstances under the agreed terms. Third-party modifications do not automatically remove any applicable refund right or statutory remedy.

Where a project includes a 14-day bug-fix support period, it covers qualifying defects within the agreed scope of work. It does not automatically include new features, additional functionality or unrelated development unless agreed otherwise. This support period does not replace any statutory rights that apply.

8. Billing Disputes & Payment Concerns

If you have a concern about a payment, invoice, service or refund, contact us at support@omnivexastudio.com. We aim to provide an initial response within five business days.

We will review the concern fairly and may provide relevant order information, invoices or delivery records where appropriate. Customers may also contact their payment provider or card issuer to exercise any applicable rights.

We handle payment disputes in accordance with applicable law, our contractual obligations and the relevant payment provider’s procedures. We will not impose penalties or restrict lawful dispute rights simply because a customer raises a genuine billing concern.

9. Contact Us

10. Your Legal Rights

This policy explains our usual refund and cancellation procedures. It does not exclude, restrict or replace statutory consumer rights or remedies that cannot lawfully be excluded or restricted.

Where applicable, your legal rights will continue to apply under UK law and any other mandatory law relevant to your purchase. If any provision of this policy conflicts with a mandatory legal requirement, that legal requirement will prevail.

We aim to resolve concerns fairly and transparently. Where appropriate, we may discuss corrective work, revisions or another reasonable solution, without limiting any rights or remedies available to the customer.