Refund Policy

Last updated: 1 October 2026

We want you to be happy with every stage of your project. Because our services are custom work carried out by real people, refunds depend on how much of the work has been completed. Your project agreement may add details for your specific services, and nothing here affects your statutory rights.

Your 14-day right to cancel

If you are a consumer and you agreed your project with us online, by email or by phone, you can cancel within 14 days of the day the agreement was made, without giving a reason. This is your right under the Consumer Contracts Regulations 2013.

• If no work has started, you get everything you paid back in full.
• If you asked us to start within the 14 days, we refund what you paid minus a fair amount for the work carried out up to the time you told us you were cancelling.
• If a service was fully completed within the 14 days at your request, the right to cancel no longer applies to that service.

After the 14 days

• Payments for stages that have already been delivered and approved are not refundable.
• For a stage in progress, we refund the part of the work not yet completed, based on the time and materials already used.
• Fees paid to third parties on your behalf, such as ISBNs, printing, stock licences, narrator fees or advertising spend, cannot be refunded once paid.

If you are not satisfied

Please tell us as soon as possible. Under the Consumer Rights Act 2015 our work must be carried out with reasonable care and skill. We will first use the revision rounds in your agreement to put things right. If we still cannot deliver the agreed scope, we will offer a price reduction or a partial or full refund for the affected work.

How to cancel or request a refund

Email [email protected] with your name, project details and, if you like, the reason for your request. A clear message saying you want to cancel is all we need. We reply within three working days, and refunds are paid within 14 days to the original payment method.

Questions

Call us on 020 7946 0147. Office hours: Monday to Friday, 9am to 6pm (UK time).