Clear, fair terms for cancelling.

If you cancel a project, you pay for the work completed up to that point and you keep everything produced so far. That is the principle behind everything below, and it applies to every Jones Digital project.

We are a small studio, not a subscription service. There is no minimum term, no lock-in and no automatic renewal on any Jones Digital project.

Projects normally begin with a deposit of 50% of the agreed fixed price. Larger projects may instead be split across agreed milestones. Your quotation states which applies before you commit.

The deposit covers the work carried out during discovery, strategy and design — time that is genuinely spent on your project and cannot be recovered. It is therefore non-refundable once that work has started, but it is applied in full against your project price and is never an additional charge.

If you cancel before we have started any work, your deposit is refunded in full.

There is a 14-day cooling-off period from the date you accept our quotation, during which you may cancel for any reason. If no work has begun in that period, you receive a complete refund. If work has begun at your request within those 14 days — for example because you asked us to move quickly — the work completed up to the point of cancellation is chargeable.

You can stop a project at any time, for any reason, by telling us in writing. This is not something we will argue about or make difficult.

When you cancel mid-project:

• we calculate the work completed to the cancellation date;
• you are invoiced for that work at the agreed rate, if it exceeds the deposit;
• if the work completed is less than the deposit you have already paid, the balance is refunded to you; and
• all finished and in-progress files are handed over to you, so nothing you have paid for is withheld.

We will send you the calculation in writing before any money changes hands, so the figure is never a surprise.

If a project fails because of something we have done — we miss an agreed deadline without good reason, deliver work that does not match the agreed scope, or are unable to complete it — you are entitled to a full refund of any money paid for the undelivered work, as well as the files produced so far.

If a deliverable is not right, tell us. We will fix it within the revisions included in your package before any question of a refund arises. Refunds are the last resort, not the first response.

The following are outside the scope of this policy:

• Third-party costs — domain names, hosting, stock photography licences, premium fonts and similar items are bought at cost from other providers and are subject to those providers' own refund terms. We do not add a markup, and we cannot refund money that has already been paid to them.
• Print and physical items — once a print run has been approved by you and sent to a printer, it cannot be cancelled or refunded.
• Completed and approved work — once a stage has been formally approved and signed off, it is payable. If you later change your mind about a direction you approved, that is a new piece of work rather than a refundable one, and we will quote for it before starting.
• Monthly care plans — see the section below.
• Changes in business circumstances — if your plans change, close or pivot, work already completed remains payable. It may, of course, be cancelled at that point under section 4.

Website maintenance and support plans run month to month with no minimum term. You can cancel at any time, and the plan simply ends at the end of the month you have already paid for.

Because a care plan is a service delivered continuously over the month rather than a product, we do not part-refund months that have already begun, and work already carried out under the plan is not refundable. If you cancel before your next renewal date, you will not be charged again.

Email enquiries@jonesdigital.co with your project name and what you would like refunded. If you would prefer to talk it through, call 01443 565809.

We will acknowledge your request within one working day and confirm the outcome in writing within five working days. Approved refunds are returned to the original payment method within 14 days.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where you are a consumer and we are supplying digital content or services, you have a legal right to cancel within 14 days of the contract being agreed. By asking us to begin work before that period ends, you acknowledge that the right to cancel is lost once the service has been fully performed — which is the position set out in sections 3 and 4 above.

If you are a business customer, this policy operates as a statement of our commercial practice and sits alongside the terms in your project agreement. Where the two conflict, your project agreement takes precedence.