What this covers
This policy applies to all website packages bought from Nexora Digital, including payments made through our Stripe checkout. It forms part of our Terms of Service.
Legal
Refund & Cancellation Policy
Exactly when you can cancel, what you get back, and how to ask for a refund.
Last updated: 31 July 2026
Before work starts — full refund
If you change your mind before we begin work on your project, email nexoradigitalweb@outlook.com and we will refund your payment in full. 'Begin work' means the point at which we start discovery, design or build on your project after your kick-off details are received.
Cooling-off period for consumers
If you are buying as a consumer rather than for a business, you have 14 days from purchase to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you asked us to start within that period, we may deduct a fair amount for the work already carried out. Once the service is fully performed at your request within the 14 days, the right to cancel is lost.
After work has started
Once design or build work is underway, refunds are pro-rated. We will refund the portion of your fee for work not yet carried out, less any third-party costs already committed on your behalf (for example premium plugins, stock imagery, domain or hosting fees). Work already delivered is chargeable in full.
After launch
Once your website has been delivered and approved, the package fee is non-refundable, because the service has been fully performed. If something we built is defective, we will fix it free of charge within 14 days of launch under our Terms of Service.
Free homepage preview
The free homepage concept costs nothing and carries no obligation, so no refund applies. You are never charged for a preview.
Post-launch support
Every project includes 14 days of complimentary post-launch support for issues relating to the delivered website. There is no monthly subscription to cancel or refund. Any additional work agreed after that period is quoted and invoiced separately.
Circumstances where we cannot refund
We are unable to refund where: the project has been delivered and approved; delays are caused by content or feedback not being supplied; you request changes outside the agreed scope and then decide not to proceed; the site has been altered by you or another party in a way that breaks it; or a refund is requested more than 90 days after payment.
If we cancel
If we cannot deliver your project — for example because of capacity, a conflict of interest, or a scope we are not the right fit for — we will tell you promptly and refund every payment made for work not yet delivered.
How to request a refund
Email nexoradigitalweb@outlook.com with your name, the package purchased, your payment reference or receipt, and the reason for the request. We acknowledge requests within 3 working days and give a decision within 14 days.
How refunds are paid
Approved refunds are returned through Stripe to the original payment method. Your bank typically shows the funds within 5 to 10 working days of us processing the refund. We do not refund to a different card or account.
Chargebacks and disputes
Please contact us before raising a chargeback with your bank or card provider so we can resolve the issue directly. If a chargeback is raised while we are still working with you, we may pause the project until it is resolved. This policy does not affect your statutory rights.
Nexora Digital is a web design business trading in the United Kingdom. Questions about this policy can be sent to nexoradigitalweb@outlook.com.