Refund and cancellation policy

Last updated: 7 October 2026

1. Who this policy applies to

A "consumer" is an individual buying mainly for purposes outside their trade, business, craft or profession. A "business client" is anyone else. Some rights below are given by law to consumers only, and we say so where that is the case.

2. Consumers: your 14-day right to cancel

If you are a consumer and you ordered from us at a distance (for example by email, phone or through this website) or away from our business premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel without giving a reason.

• The cancellation period ends 14 days after the day the contract is made.
• We will not start work during those 14 days unless you expressly ask us to.
• If you ask us to start during the 14 days and then cancel, you must pay for the work we carried out up to the time you told us, in proportion to the full contract price.
• If you ask us to start during the 14 days and we complete the whole service in that time, you lose the right to cancel once the service is fully performed. We will ask you to acknowledge this before we start.

How to cancel

Tell us clearly that you want to cancel, by email to team@coldvison.com. You can use the model form at the end of this page, but you do not have to. You have cancelled in time if you send your message before the 14 days end.

Your refund

We will refund everything you have paid, less any amount due for work done at your request, within 14 days of the day you tell us you are cancelling. We refund to the payment method you used unless you agree otherwise, and we do not charge a fee for the refund.

3. Cancelling after the 14 days, or as a business client

You can cancel a project at any time by telling us in writing. If you do:

• you pay for the work completed up to the date of cancellation, calculated against the stages in your quote
• you pay for third-party costs we have already committed to on your behalf with your agreement, such as domain names or licences, where we cannot recover them
• we refund anything you have paid beyond those amounts within 14 days
• we hand over the work you have paid for

4. If we cancel

If we have to cancel a project for a reason that is not your fault, we will refund all payments for work you have not received.

5. If something is wrong with our work

Consumers: under the Consumer Rights Act 2015, our services must be carried out with reasonable care and skill, within a reasonable time if no time was agreed, and in line with what we told you. If they are not, you can ask us to repeat or fix the work at no cost to you. If that is impossible or we cannot do it within a reasonable time, you are entitled to a price reduction, which can be up to a full refund.

Business clients: tell us about any fault within the period stated in your quote and we will fix it without charge. If we cannot fix it within a reasonable time, we will refund the part of the price that relates to the faulty work.

6. Third-party purchases

Domain names, hosting, licences and similar items are supplied by other companies. Once bought for you with your agreement, they can only be refunded if the supplier refunds us, except where the law gives you a right to a refund.

7. How to ask for a refund

Email team@coldvison.com with your name, the project and the reason. We will acknowledge your request within five working days. Approved refunds are paid within 14 days to the payment method you used.

8. Your legal rights

Nothing in this policy affects your legal rights. For free, independent advice, consumers in England and Wales can contact Citizens Advice, in Scotland Advice Direct Scotland, and in Northern Ireland Consumerline.

Model cancellation form

Complete and send this form only if you are a consumer and wish to cancel within the 14-day period.