Refund & Cancellation Policy
Information about cancellations, refunds and service delivery for Bold North Agency services.
BR Digital Solutions Ltd Trading as Bold North Agency Refund & Cancellation Policy
This policy explains how refunds, cancellations and payments are handled for services purchased from Bold North Agency.
Specific proposals, statements of work, order confirmations or service agreements may contain additional terms that apply to a particular project or ongoing engagement.
General Principles
Many Bold North Agency services involve bespoke strategy, design, development, research, implementation or professional time prepared specifically for the purchasing customer.
Refund availability therefore depends on the type of service purchased, whether work has started, how much work has been completed, and whether any third-party costs have already been committed.
Nothing in this policy limits any rights that cannot legally be excluded under applicable UK law.
One-Off Digital Projects
One-off projects may include website design and development, Webflow builds, Shopify and ecommerce work, website migrations, automation, CRM implementation, integrations, portals, dashboards and bespoke digital systems.
The project scope, payment schedule, estimated delivery process and any project-specific cancellation terms will normally be confirmed in the relevant proposal or service agreement before work begins.
Where a project is cancelled before work has started, any refund due will depend on the agreed terms and whether Bold North Agency has already incurred non-recoverable costs in preparation for the project.
Website Project Payments
Website projects may be paid in full before work begins or split into two payments, with 50% due before work begins and the remaining 50% due on completion.
The initial payment secures project capacity and allows planning, design, development and other project work to begin.
Once work has started, the initial payment is not automatically refundable. Any refund considered will take account of the work already completed, professional time used and costs already committed.
Bespoke Software, Ecommerce, Automation and Integration Projects
Bespoke software, ecommerce, automation and integration projects may use different staged payment schedules depending on scope and complexity.
Any staged payment structure will be confirmed in the proposal or service agreement before the project begins.
Payments relating to completed project stages, completed development work or committed resources are not normally refundable simply because the customer later decides not to continue with the remaining project.
Once Work Has Started
Where Bold North Agency has already started work, any refund request will be considered against the value of work completed up to the cancellation date.
This may include strategy, discovery, research, planning, design, development, technical configuration, content work, meetings, project management and other professional services already supplied.
If the value of work completed is equal to or greater than the amount already paid, no refund will normally be due.
Third-Party and Committed Costs
Some projects require Bold North Agency to purchase or commit to third-party products or services on behalf of a customer.
These may include software licences, plugins, applications, stock assets, domains, hosting, advertising costs, external contractors or other project-specific services.
Third-party costs that have already been paid, committed or become non-refundable will normally be deducted from any refund otherwise due.
Cancelling a Project Before Completion
If you wish to cancel an active project, please contact Bold North Agency as soon as possible.
We will review the project status, work completed, payments received and any committed costs before confirming whether a balance is payable or whether any refund is due.
Cancellation of a project does not remove responsibility for paying for work already completed or costs already incurred in accordance with the agreed project terms.
Ongoing Growth Partnerships and Retainers
Ongoing services may include SEO, digital marketing, website optimisation, automation, technical support and other agreed growth activity.
The applicable minimum term, billing cycle and cancellation notice period will be stated in the proposal, order confirmation or service agreement for the engagement.
Where an ongoing engagement is cancelled, fees already paid for work completed during the current billing period are not normally refundable.
Any work requested outside the agreed recurring scope may be charged separately where this has been agreed with the customer.
Maintenance and Support Services
Website maintenance, care plans, technical support and similar recurring services are provided according to the scope and billing terms agreed when the service is purchased.
Cancellation terms for these services will be confirmed in the relevant service agreement or order confirmation.
Fees already used to provide maintenance, monitoring, support or other completed work are not normally refundable.
Website Growth & SEO Deep Dive
The Website Growth & SEO Deep Dive is a tailored professional service prepared specifically for your business, website and wider online presence.
If you wish to cancel before work has started, please contact us as soon as possible. Where work has not yet begun, we will normally provide a full refund to the original payment method.
Once work has begun, refunds are not normally available because the service involves bespoke research, analysis and professional time prepared specifically for your business.
Please contact hello@boldnorthagency.uk if you need to cancel your purchase.
Deep Dive Review Call
The Website Growth & SEO Deep Dive includes a 30-minute review call.
If you cannot attend your booked call, please use the booking link provided to reschedule.
Missing or cancelling the review call does not automatically entitle you to a refund where the audit and associated work have already been completed.
£99 Deep Dive Project Credit
If an eligible larger Bold North Agency project is booked within 30 days of purchasing the Website Growth & SEO Deep Dive, £99 of the Deep Dive fee will be credited towards that project.
A project is considered booked once the relevant proposal has been accepted and any required initial payment has been received.
Project Credit Conditions
Digital Reports and Deliverables
Reports, recommendations, strategy documents, research, designs, code, development work and other digital deliverables may be prepared specifically for the purchasing customer.
Once agreed work or deliverables have been completed and supplied, that part of the service will normally be considered fulfilled.
Business Customers
Bold North Agency primarily provides services to businesses.
Where a service is purchased wholly or mainly for business purposes, statutory consumer cooling-off rights may not apply.
This does not affect any other rights available under the relevant agreement or applicable law.
If We Cannot Complete an Agreed Service
If Bold North Agency is unable to provide an agreed service, we will discuss the available options with you.
Depending on the circumstances, this may include an alternative delivery date, an appropriate replacement service, or a refund for the affected work that cannot be supplied.
Problems With Your Service
If you believe there is a problem with a service or that the work provided does not match what was agreed, please contact us so we can investigate.
Please include your name, business name, relevant project or service details, and the email address associated with the purchase.
Refund Processing
Approved refunds will normally be returned to the original payment method.
Processing times after a refund has been issued depend on your bank, card issuer or payment provider.
Statutory Rights
Nothing in this policy excludes or limits rights or remedies that cannot legally be excluded or limited under applicable UK law.