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Your right to cancel (consumers)

If you are a consumer and you bought from us online, by e-mail, by telephone or otherwise without meeting us face to face, you have the right to cancel the contract within 14 days without giving any reason.

• For Services (including Subscriptions) and for digital content not supplied on a tangible medium (such as our downloadable scripts), the cancellation period ends 14 days after the day on which the contract is concluded.
• To exercise the right to cancel, you must tell us of your decision by a clear statement, for example by e-mail to contact@dgrweb.com, through our contact page or by post to DGRWEB LIMITED, Suite 11348, 5 Brayford Square, London, United Kingdom, E1 0SG. You may use the model cancellation form in section 9, but you do not have to.
• To meet the deadline, it is enough for you to send your communication before the cancellation period has expired. We will acknowledge receipt of your cancellation by e-mail without delay.

Services started during the cancellation period

We will not start providing a Service during the 14-day cancellation period unless you expressly ask us to (for example by confirming in writing, when you accept our quote, that you want work to begin immediately).

• If you ask us to start within the cancellation period and then cancel, you must pay us an amount in proportion to what has been provided up to the time you tell us that you are cancelling, compared with the full coverage of the contract. We will refund the remainder.
• If you asked us to start and you acknowledged that you would lose your right to cancel once the Service has been fully performed, you will lose the right to cancel once the Service has been fully performed within the cancellation period.

The proportionate amount is calculated on the basis of the total price agreed in the contract and the work actually carried out (for example, design concepts delivered, development hours spent or the part of a Subscription period already used).

Digital content (scripts and downloads)

Our e-commerce scripts and other downloadable products are digital content not supplied on a tangible medium. When you accept our quote or pay your invoice we will ask you to:

1. give your express consent to the supply of the digital content starting immediately, within the 14-day cancellation period; and
2. acknowledge that you will lose your right to cancel once the download, installation or access begins.

If you give that consent and acknowledgement, your right to cancel is lost once the download, installation or access has begun. We will confirm your consent and acknowledgement in the order confirmation e-mail. If you do not give them, we will not make the digital content available until the cancellation period has ended. This does not affect your rights if the digital content is faulty or not as described (see our Terms & Conditions, section 11).

Other exceptions

The right to cancel does not apply to contracts for goods or digital content made to your specifications or clearly personalised, to the extent permitted by the Regulations, or to any other contract excluded by the Regulations. Where we rely on an exception we will tell you before you place the Order.

How and when we refund you

• If you cancel within the cancellation period, we will refund all payments received from you (less any proportionate amount payable for Services already provided at your request) without undue delay and in any event no later than 14 days after the day on which we are informed of your decision to cancel.
• Card payments (Stripe): we refund to the card or wallet (Apple Pay, Google Pay) you used. Depending on your card issuer, the refund may take several working days to appear on your statement after we have processed it.
• Bank transfers (Wise): we refund by bank transfer to the account from which you paid. We may ask you to confirm the account details to make sure the money reaches you safely.
• We refund in the currency you paid in. We do not charge any fee for the refund. We are not responsible for exchange-rate differences or fees charged by your own bank or card issuer.

Subscriptions

• Within the first 14 days: consumers may cancel a new Subscription within 14 days of the contract being concluded and receive a refund, less a proportionate amount for any Services provided at their express request before cancellation (see section 2).
• After the first 14 days: you may cancel at any time and your Subscription will end at the end of the current billing period, with no further charges. Fees already paid for the current period are not refunded, except where the law requires or where we have failed to provide the Services as agreed.
• How to cancel: use the cancellation or billing link in your account or Subscription e-mails where available (including the Stripe customer portal), or e-mail contact@dgrweb.com. We will confirm the cancellation by e-mail.
• Where the subscription contract rules of the Digital Markets, Competition and Consumers Act 2024 apply, we will also comply with any renewal cancellation rights they give you.

Business customers

The statutory 14-day cancellation right applies to consumers only. If you buy as a business customer:

• Orders for bespoke Services may be cancelled by written notice. You must pay for work carried out and costs reasonably incurred up to the date of cancellation; any deposit stated in the quote or proposal as non-refundable is not refunded, and any other prepaid amount for work not yet carried out is refunded.
• Digital Products are not refundable once they have been downloaded, installed or accessed, unless they are materially defective and we cannot fix the defect within a reasonable time.
• Subscriptions may be cancelled at any time with effect from the end of the current billing period, unless your Order specifies a minimum term.
• Nothing in this section limits any rights you have if we fail to perform the contract.

Faulty services or digital content

If a Service was not performed with reasonable care and skill, or a Digital Product is faulty or not as described, please contact us. Consumers have the remedies described in section 11 of our Terms & Conditions (repeat performance, repair or replacement, and where these are not possible a price reduction or refund), regardless of whether the cancellation period has ended.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract. You can copy the text below into an e-mail.)

To: DGRWEB LIMITED, Suite 11348, 5 Brayford Square, London, United Kingdom, E1 0SG

E-mail: contact@dgrweb.com

• I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following goods [*] / for the supply of the following digital content [*] / for the provision of the following service [*]: ____________________
• Ordered on [*] / received on [*]: ____________________
• Order or invoice reference: ____________________
• Name of consumer(s): ____________________
• Address of consumer(s): ____________________
• Signature of consumer(s) (only if this form is notified on paper): ____________________
• Date: ____________________

[*] Delete as appropriate.

Chargebacks and payment disputes

If you have a problem with a payment, please contact us first at contact@dgrweb.com; most issues can be resolved quickly and a refund through us is usually faster than a card dispute. This does not affect your right to raise a dispute or chargeback with your card issuer or your rights under section 75 of the Consumer Credit Act 1974, where applicable. If a chargeback is raised, we will provide Stripe and your card issuer with the relevant order information. Where a chargeback is found to be unjustified, we may suspend the related Services or licence until the matter is resolved and recover the amount due, and business customers may be charged reasonable costs incurred.

Contact

For any question about cancellations or refunds, contact us at contact@dgrweb.com or via our contact page.

Last updated: 26/10/2026