Refund Policy

This Refund Policy explains when refunds and cancellations apply to our services. It should be read with our Terms & Conditions and the relevant proposal or order. It does not affect your statutory rights.

1. Your statutory cancellation rights (consumers)

If you are a consumer (not buying for business purposes) and you buy from us at a distance, you generally have a 14-day "cooling-off" period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, during which you may cancel for any reason.

However, where you ask us to begin a service or supply digital content during the cooling-off period and acknowledge that you will lose your right to cancel once it is fully performed, you agree that: (a) you will pay for any work carried out up to the point you cancel; and (b) you lose the right to cancel once the service is fully performed. Business clients do not have a statutory cooling-off period.

2. Bespoke design and development work

• Deposits secure your project slot and cover initial work; once work has begun, deposits and fees for work already performed are non-refundable.
• If you cancel a project before work begins, we will refund any amounts paid, less any costs we have already incurred on your behalf.
• If you cancel partway through, you will be charged for work completed and committed costs up to that point; any balance held is refundable.

3. Hosting and care plans

• Hosting and care plans are billed in advance for the chosen period and renew automatically.
• You may cancel at any time to stop future renewals; cancellation takes effect at the end of the current paid period.
• We do not generally provide refunds for the current period once it has started, except where required by law or stated in your plan.

4. Domain names

Domain registrations and renewals are non-refundable once the domain has been registered or renewed, because the cost is paid to the registry (such as Nominet) and cannot be recovered. Please check the domain carefully before confirming.

5. Faulty or non-conforming services

If a service is not provided with reasonable skill and care, or a deliverable does not conform to what we agreed, please tell us promptly and we will put it right. Consumers have rights under the Consumer Rights Act 2015, which may include repeat performance or a price reduction where a service is not as described or carried out with reasonable skill and care. This is in addition to any warranty we provide.

6. How to request a refund or cancel

Email info@brylo.co.uk with your name, order/invoice reference and the reason for your request. You may use a clear statement to cancel; you do not have to give a reason where you are exercising a statutory cancellation right.

7. How refunds are made

Where a refund is due, we will make it using the same payment method you used, without undue delay and normally within 14 days of agreeing the refund (or, for consumer cancellations, of receiving your cancellation, subject to deductions for work performed at your request).

8. Chargebacks

If you have a concern about a payment, please contact us first so we can resolve it. Raising a chargeback without contacting us may delay resolution and we reserve the right to suspend services and recover sums properly due.

9. Contact us

Any questions about refunds or cancellations? Email info@brylo.co.uk or write to Brylo Ltd at [REGISTERED OFFICE ADDRESS].