This Refund & Cancellation Policy explains when and how you can cancel an order or engagement with Creensight Private Limited (CIN U74999GJ2020PTC114611), a private company incorporated in India in 2020 and registered with the Registrar of Companies, Gujarat, with its registered office in Ahmedabad, Gujarat, India. creensight.uk/ is the website of the UK office of Creensight Private Limited in London, United Kingdom (“Creensight UK”, “Creensight”, “we”, “us” or “our”). The UK office is not a separately incorporated UK company; it is part of Creensight Private Limited. Our global website is creensight.com, and how refunds are handled. It applies to service packages bought through the creensight.uk/ shop, paid consultations and discovery work, milestone-based projects and dedicated developer engagements for clients served by our UK office.
This policy forms part of our Terms & Conditions. If you are a consumer, nothing in this policy reduces your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Consumers and business clients
Your rights depend on whether you buy as a consumer or as a business:
| Consumers | Business clients | |
|---|---|---|
| Who | Individuals buying wholly or mainly outside their trade, business, craft or profession | Companies, sole traders, partnerships, charities and other organisations buying for business purposes |
| Statutory cancellation right | 14 days for distance contracts (section 2) | No statutory right; contractual rules in sections 3 to 6 apply |
| Statutory remedies | Consumer Rights Act 2015 remedies for services not performed with reasonable care and skill | Remedies under the contract and general law |
Most of our clients are businesses. If you are not sure which applies to you, ask us before ordering.
2. Consumers: your 14-day right to cancel
If you are a consumer and you enter into a contract with us at a distance, for example through our online shop or by email, you can cancel within 14 days starting the day after the contract is formed, without giving any reason.
2.1 If work has not started
If you cancel within 14 days and we have not started work, we will refund the full amount you paid.
2.2 If you asked us to start work within the 14 days
We will not start work during the cancellation period unless you expressly ask us to. If you do ask us to start and then cancel within the 14 days, you must pay a proportionate amount for the services provided up to the time you told us you were cancelling, compared with the full scope of the contract. We will refund the balance.
2.3 If the service has been fully performed
If the service has been fully performed within the 14 days at your express request, and you acknowledged that you would lose your right to cancel once it was fully performed, the right to cancel no longer applies.
2.4 How to cancel
Email [email protected] with the subject “Cancellation”, stating clearly that you wish to cancel and including your name and order number. You may use the model cancellation form below, but you do not have to.
To Creensight UK (UK office of Creensight Private Limited), [email protected]:
I hereby give notice that I cancel my contract for the supply of the following service: [package or service]
Ordered on: [date]
Name of consumer: [name]
Address of consumer: [address]
Date: [date]
We will confirm receipt of your cancellation by email.
3. Service packages bought in our shop (business clients)
| When you cancel | Refund |
|---|---|
| Before the kick-off call | Full refund, less any non-refundable third-party costs already incurred with your agreement |
| After kick-off, before the first deliverable is shared | Refund of the price less the value of work performed, which we will itemise |
| After the first deliverable is shared | Refund of any amount paid for work not yet started, at our discretion and calculated pro rata |
| After final delivery or acceptance | No refund, but our warranty for defects still applies (section 7) |
If we cannot deliver a package you ordered, for example because it turns out not to fit your requirements, we will cancel the order and refund you in full.
4. Consultations and discovery work
- Paid consultations can be rescheduled free of charge with at least 24 hours’ notice.
- Business clients who cancel a paid consultation with less than 24 hours’ notice, or who do not attend, are not entitled to a refund, although we will normally offer one new date.
- Discovery sprints and feasibility studies are billed for the work completed up to cancellation, calculated by days of effort.
Consumers keep the 14-day rights described in section 2.
5. Milestone-based projects
For bespoke projects agreed under a proposal or statement of work:
- you may cancel the project by giving written notice;
- completed milestones that have been delivered remain payable;
- for the milestone in progress, you pay for work performed up to the date of cancellation, based on time spent at the agreed rates;
- advance payments for milestones not yet started are refunded;
- we hand over work that has been paid for, including source code where intellectual property transfers on payment.
6. Dedicated developer engagements
- Dedicated developer engagements are billed monthly in advance.
- After any agreed minimum term, you can end the engagement with 30 days’ written notice.
- If you end the engagement during an agreed minimum term, fees for the remainder of the minimum term may be payable, as set out in your agreement.
- If we replace a developer at your request because of a genuine performance concern raised in writing, we will not charge for the handover period, as agreed in the engagement terms.
7. Defects and warranty
If something we delivered does not work as agreed, please let us know. We fix defects reported within 30 days of delivery or go-live free of charge, as described in our Terms & Conditions. Consumers also have statutory rights: if a service is not performed with reasonable care and skill, you can ask us to repeat or fix it, or, if that is impossible or cannot be done within a reasonable time and without significant inconvenience, you can ask for a price reduction, which may be up to the full price.
8. Third-party costs
Some costs are paid on your behalf to third parties and cannot be recovered once incurred, such as domain registrations, hosting plans, software licences, premium plugins, app store developer accounts and AI provider usage. Where we have incurred these costs with your agreement, they are not refundable, but we will transfer any purchased licences or accounts to you where the provider allows it.
9. How to request a refund
- Email [email protected] with the subject “Refund request”.
- Include your name, organisation (if any), order or invoice number and the reason for the request.
- We acknowledge your request within 2 working days and confirm the refund amount, with a breakdown where work has been performed.
10. How and when refunds are paid
- Consumer refunds following cancellation are made without undue delay and no later than 14 days after we are informed of your decision to cancel.
- Other refunds are processed within 14 days of our confirming the amount.
- Refunds are made in GBP to the original payment method. Card refunds can take a further 5 to 10 working days to appear, depending on your bank.
- We do not charge a fee for processing refunds.
10A. Worked examples
The examples below are illustrations of how this policy works in practice. Actual amounts depend on your order and the work performed.
- Consumer, work not started: you order a website package as a consumer, then email us on day 5 to cancel before the kick-off call. You receive a full refund within 14 days.
- Consumer, work started at your request: you ask us to begin immediately, we complete the discovery and wireframe stage (about a quarter of the agreed scope), and you cancel on day 10. You pay a proportionate amount for that stage and we refund the rest.
- Business client, after kick-off: your company cancels an e-commerce package after the kick-off call but before we share the first design. We send an itemised statement of the hours spent and refund the remaining balance.
- Business client, milestone project: two of four milestones are delivered and paid, and the third is half complete when you cancel. You pay for the time spent on milestone three; any advance paid for milestone four is refunded.
11. Chargebacks
If you have a problem with a payment, please contact us before raising a chargeback with your bank or card provider. Most issues can be resolved quickly and directly. If a chargeback is raised, we will provide the card provider with relevant information about the order, the work performed and our communication with you. Raising a chargeback does not affect your statutory rights.
12. Complaints and disputes
If you are unhappy with how a cancellation or refund has been handled, please email us with the subject “Complaint”. We aim to resolve complaints within 30 days. If you are a consumer and we cannot resolve the matter, you can seek advice from Citizens Advice. Disputes are governed by the law of England and Wales, as set out in our Terms & Conditions.
13. Changes to this policy
We may update this policy from time to time. The version in force when you placed your order or signed your proposal applies to that contract.
14. Contact us
This website is operated by the UK office of Creensight Private Limited (CIN U74999GJ2020PTC114611). You can reach us using the details below.
| Operating company | Creensight Private Limited (CIN U74999GJ2020PTC114611), incorporated in India in 2020 |
|---|---|
| Registered office | Ahmedabad, Gujarat, India (Registrar of Companies, Gujarat) |
| UK office | London, United Kingdom |
| Contact | Creensight UK, client services |
| [email protected] | |
| UK website | https://creensight.uk/ |
| Global website | https://creensight.com |