Refund & cancellation policy

Before work starts

You may cancel in writing before we start the agreed work. Any deposit paid for work that has not started will be refunded. Any separately authorised, non-recoverable third-party expense will be itemised and considered only where law permits. A website deposit is an advance payment towards the project, not an automatic cancellation penalty.

After work has started

You may cancel the project in writing. We calculate the value of work actually completed against the agreed scope and any authorised, non-recoverable expenses. We provide a breakdown and refund any advance payment exceeding that amount. If completed work exceeds the amount already paid, any remaining amount must be justified under the agreement and applicable law. We take reasonable steps to limit avoidable costs.

If we cannot deliver

If KRAYON cancels or cannot deliver the agreed service, we refund payments for work not delivered. We discuss the status and any usable completed work with you. If work falls short of the agreement, please tell us so we can put it right; this does not reduce any legal remedy available to you.

Monthly ads and support

You may cancel monthly services at any time by writing to us. Cancellation takes effect for the next monthly billing period, and no further monthly service fee is charged for that period. The current period continues unless we agree otherwise. Platform advertising spend already used and services already delivered are not refundable simply because you cancel. Any unspent funds we hold are reconciled and returned.

Consumer cancellation rights

Our services are primarily for businesses. If you purchase as a UK consumer at a distance, you generally have 14 days from the date the service contract is made to cancel. We will start during that period only at your express request. If you then cancel, any lawful charge is proportionate to work supplied. The right to cancel is lost on full performance only where the required express consent and acknowledgement were given. Your statutory rights take priority over this policy.

How to request a cancellation or refund

Email hello@krayonagency.com with your name, project or invoice reference and your request. You can also contact us on WhatsApp at +44 7824 831260. For consumer cancellation, a clear statement is sufficient: “I hereby cancel my contract for [service], agreed on [date]. Name: [name]. Address: [address]. Date: [date].” You do not need to give a reason to exercise a statutory right.

Processing your refund

We acknowledge the request, review the project record and explain the calculation. Approved refunds are sent to the original payment method unless otherwise agreed. Where statutory cancellation rules apply, we refund within the legal time limit, normally 14 days after being informed. Other agreed refunds are processed promptly; bank or card-provider processing may take additional time.