Refund & Cancellation Policy
How cancellations and refunds work for Maetheon Limited services, including deposits, milestones, retainers and your statutory consumer rights.
This Refund & Cancellation Policy explains how cancellations and refunds work for services provided by Maetheon Limited. It forms part of our Terms & Conditions. We want every client to be satisfied, and we aim to handle any cancellation fairly and transparently.
1. Nature of our services
We provide bespoke, custom services — software, web and mobile development, design, marketing and video editing — that are produced specifically for each client. Because work begins as soon as a project is confirmed, our refund terms reflect the time and resources committed to your project.
2. Deposits
Many projects require a deposit to confirm your booking and reserve our team's time. The deposit covers initial discovery, planning and the work performed in the early stages of a project. Deposits are generally non-refundable once work has commenced, as they compensate for resources already allocated.
3. Cancellation before work begins
If you cancel a confirmed project before any work has started, you are entitled to a full refund of any amounts paid for that unstarted work. Please notify us in writing at [email protected] as early as possible.
4. Cancellation after work begins
If you cancel after work has started, you will be charged for all work completed and any non-recoverable costs incurred up to the date of cancellation (for example, third-party licences, stock assets or subcontractor fees). Any prepaid amount in excess of this will be refunded to you. Where billing is milestone-based, completed and in-progress milestones are payable.
5. Monthly retainers and subscriptions
Retainer and subscription services may be cancelled with 30 days' written notice, effective at the end of the current billing period. Retainer fees for the current period are non-refundable, and unused hours do not roll over unless expressly agreed in writing.
6. Refunds for completed work
Because our deliverables are bespoke and accepted on delivery, completed and approved work is not generally eligible for a refund. If you believe a deliverable contains a fault that is our responsibility, we will correct it free of charge within the defect-correction period set out in our Terms.
7. How refunds are issued
Approved refunds are issued to the original payment method (Stripe, PayPal, Wise, Tide or bank transfer) within 14 days of agreement. Refunds may take additional time to appear depending on your payment provider or bank.
8. Chargebacks
If you have a concern about a payment, please contact us first so we can resolve it directly. Raising a chargeback without first contacting us may delay resolution; we will provide evidence of work performed and agreed terms to the payment provider where a chargeback is disputed.
9. Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including any applicable rights under the Consumer Rights Act 2015 and, for distance contracts with consumers, the Consumer Contracts Regulations 2013. Where you are a consumer and have a statutory right to cancel, we will honour it; note that where you ask us to begin work during any cancellation period, you may be charged for work performed.
10. Contact
To request a cancellation or refund, or if you have any questions about this policy, please contact us by email at [email protected], by phone on +44 7803 707311, or by post at Maetheon Limited, Office 81, 85 Dunstall Hill, Wolverhampton, West Midlands, United Kingdom.
Have a project in mind?
Tell us what you're trying to build or grow. We'll reply within one business day with clear next steps and a transparent quote.