Refund Policy

Last updated: January 2026

1. Introduction

This Refund Policy outlines the terms and conditions for cancellations and refunds for services provided by FUTCHER IT WEB LTD ("Company", "we", "us", "our"), a company registered in England and Wales with company number 16946417.

We are committed to ensuring client satisfaction while maintaining fair business practices. Please read this policy carefully before engaging our services.

2. Nature of Our Services

We provide bespoke software development services, including web development, custom software solutions, and IT consulting. Our services are typically customised to meet specific client requirements and involve significant time and resource investment.

3. Deposits and Payment Structure

Our projects typically follow a milestone-based payment structure:

  • Initial Deposit: A deposit (typically 25-50% of the project value) may be required before work commences
  • Milestone Payments: Additional payments may be due at agreed project milestones
  • Final Payment: The remaining balance is due upon project completion and delivery

Specific payment terms will be outlined in your project agreement or proposal.

4. Cancellation by Client

4.1 Before Work Commences

If you cancel your project before any work has begun:

  • Any deposit paid will be refunded in full within 14 business days
  • No cancellation fee will apply

4.2 After Work Has Commenced

If you cancel your project after work has begun:

  • You will be charged for all work completed up to the date of cancellation
  • Any deposit paid will be applied to the cost of work completed
  • If the cost of work completed exceeds the deposit paid, you will be invoiced for the difference
  • If the deposit exceeds the cost of work completed, the difference will be refunded within 14 business days
  • Upon payment for all completed work, we will provide you with any deliverables completed to date

4.3 How to Cancel

To cancel a project, please contact us in writing via email at Moask24@outlook.com. Your cancellation will be effective from the date we acknowledge receipt of your cancellation request.

5. Cancellation by Us

We reserve the right to cancel a project if:

  • Payment is not received according to the agreed schedule
  • Required information or materials are not provided after reasonable requests
  • The project scope changes significantly from the original agreement
  • Circumstances beyond our control prevent project completion

In such cases, we will provide written notice and work with you to resolve the situation fairly.

6. Refund Eligibility

6.1 Full Refunds

You may be eligible for a full refund if:

  • We are unable to commence the project within the agreed timeframe (unless delays are due to client-side issues)
  • We fail to deliver the project in accordance with the agreed specifications after reasonable attempts to rectify issues
  • You cancel before any work has been undertaken

6.2 Partial Refunds

Partial refunds may be applicable when:

  • You cancel after work has commenced but before completion
  • The delivered work requires modifications beyond the original scope
  • Both parties agree to reduce the project scope

6.3 No Refund

Refunds will not be provided if:

  • The project has been completed and delivered as per the agreed specifications
  • You have approved and accepted the deliverables
  • The work meets the specifications but you change your mind or requirements after completion
  • Delays or issues are caused by your failure to provide necessary information, feedback, or approvals

7. Revision and Dispute Resolution

If you are not satisfied with the delivered work:

  1. Please notify us in writing within 14 days of delivery, specifying the issues
  2. We will review your concerns and work to resolve them
  3. Revisions that fall within the original project scope will be completed at no additional charge
  4. Changes outside the original scope may incur additional charges, which will be quoted before work proceeds

8. Consumer Rights

If you are a consumer (an individual acting outside of your trade, business, or profession), you may have additional rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8.1 Digital Content

For digital content (such as websites or software):

  • You have the right to receive digital content that is of satisfactory quality, fit for purpose, and as described
  • If digital content is faulty, you are entitled to a repair or replacement
  • If a repair or replacement is not possible or doesn't fix the problem, you may be entitled to a price reduction or refund

8.2 Services

For services (such as consulting):

  • Services must be performed with reasonable care and skill
  • If services are not provided with reasonable care and skill, you may be entitled to a repeat performance or price reduction

8.3 Cancellation Period

For contracts concluded at a distance (e.g., online or by email), you normally have 14 days to cancel without giving a reason. However, this right may be limited or waived if:

  • You have expressly requested that work begins within the cancellation period
  • You acknowledge that you will lose the right to cancel once the service is fully performed

9. Refund Process

Once a refund is approved:

  1. We will process your refund within 14 business days
  2. Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed
  3. You will receive email confirmation once the refund has been processed
  4. Please allow additional time for the refund to appear in your account, depending on your payment provider

10. Exceptions

We may make exceptions to this policy on a case-by-case basis at our discretion. Any exceptions will be documented in writing.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be indicated by an updated "Last updated" date. The policy in effect at the time you engage our services will apply to that engagement.

12. Contact Us

If you have any questions about this Refund Policy or wish to request a refund, please contact us:

FUTCHER IT WEB LTD
Email: Moask24@outlook.com
Address: 49 Gales Drive, Crawley, United Kingdom, RH10 1PE

We aim to respond to all refund enquiries within 2 business days.