Refund & Cancellation Policy

01 — One-off package deposits

If you cancel a one-off package (Website Design & Build, Product Design, Web App Development, Brand Identity, or E-commerce Build) 14 or more days before the agreed start date, your deposit is refunded in full.

If you cancel within 14 days of the agreed start date, or after Scope work has begun, 50% of the deposit is retained to cover the time already committed to your project; the remaining 50% is refunded.

Once the Design or Build phase is underway, any refund is calculated against the value of work not yet delivered, assessed against the milestone stated in your package — tell your point of contact and we'll work out the fair figure with you directly rather than apply a blanket rule to a project already in motion.

02 — Booked calls & sessions

For any booked call or scoping session (including Care & Growth Retainer working sessions): cancelling or rescheduling more than 24 hours before the booked time is free. Cancelling within 24 hours of the booked time may incur a 50% fee against any amount attached to that session.

03 — Care & Growth Retainer plans

Care, Care+ and Partner plans are billed monthly with no minimum term. Cancel at any time by telling your point of contact or emailing support@buildstackstudio.com. Cancelling stops future billing from your next billing date; we don't refund the current month already paid, since the plan's monthly hours and monitoring for that month have already started.

04 — Your EU right of withdrawal

As an EU consumer, you generally have 14 days to withdraw from an online purchase without giving a reason. Because buildstackstudio's packages are personalised services performed to your specification, this right ends once you've given express consent for work to begin before the 14 days are up (the checkout review step asks for this consent directly) and you've acknowledged that starting early means giving up the 14-day right for that package. If you haven't given that consent and no work has started, you can withdraw within 14 days for a full refund of any amount paid. Full detail is in the Terms of Service, §06.

05 — How to request a cancellation or refund

Email support@buildstackstudio.com with your order reference (from your /order-confirmed page or confirmation email) or tell your point of contact directly. We confirm the refund amount in writing before processing it, and refunds are returned to your original payment method.