Refund & Cancellation Policy

This Refund & Cancellation Policy outlines your legal rights and our terms regarding refunds, cancellations, and project terminations. One Lab Digitals ("we", "us", "our") provides bespoke creative, software development, and digital marketing services through https://onelabdigitals.co.uk.

Please read this policy carefully before commissioning any service. By entering into an agreement or paying an invoice/deposit, you agree to these terms alongside our general Terms & Conditions.

1. Statutory Framework (UK Consumer Law)

Our policy complies with:

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• The Consumer Rights Act 2015

A. Business-to-Consumer (B2C) Contracts

If you are contracting with us as an individual consumer (acting wholly or mainly outside your trade, business, craft, or profession):

• Statutory 14-Day Cooling-Off Period: Under Regulation 29 of the Consumer Contracts Regulations 2013, you normally have the statutory right to cancel a distance contract within 14 calendar days from the date the contract is entered into without giving any reason.
• Express Request to Commence Early: If you request or authorize us in writing to begin work immediately or prior to the expiry of the 14-day cooling-off period, you acknowledge and agree that:
  • If the service is fully performed within the 14-day period, your statutory right to cancel is lost (Regulation 36).
  • If you cancel while services are in progress, you must pay an amount proportional to the services performed up to the time you communicated cancellation, relative to the full contract price.
• Bespoke / Custom Specifications Exception: Under Regulation 28(1)(b), statutory cancellation rights do not apply to contracts for goods or digital assets that are made to the consumer's custom specifications or clearly personalized (e.g., tailored branding, custom coded software, bespoke graphics).

B. Business-to-Business (B2B) Contracts

If you are engaging our services on behalf of a company, limited liability partnership, sole trader, or commercial entity, consumer statutory cancellation regulations (including the 14-day cooling-off rule) do not apply. Cancellations and refunds are governed strictly by the contractual milestone terms agreed in your scope of work and Section 2 below.

2. Cancellation and Refund Rules by Service Category

A. Custom Design & Branding (Logos, Graphics, UI/UX, Motion Graphics)

• Pre-Commencement: If an order is cancelled prior to any design, creative brief development, or asset research taking place, you are entitled to a refund minus any non-recoverable third-party payment gateway fees.
• Initial Concepts Phase: Where initial creative concepts, moodboards, or drafts have been generated and delivered, creative labor has been expended. If you reject the initial concepts without opting for revisions, a partial refund (up to 50% of the concept phase fee) may be considered at our sole discretion.
• Approved Deliverables & Source Files: Once any revision rounds have been completed, concepts have been signed off, or final vector/raster production files have been transferred, all fees become strictly non-refundable.

B. Web & Mobile App Development

• Milestone Delivery: Custom engineering projects proceed through phased milestones (e.g., Scoping/Architecture, Design/Prototypes, Frontend/Backend Coding, QA/Staging, Deployment). Each milestone requires formal client sign-off.
• Completed Milestones: Payments allocated to completed, approved milestones are non-refundable.
• Early Termination: Should either party terminate the contract prior to project completion, One Lab Digitals will calculate the pro-rata balance of labor hours, third-party software licenses purchased, and server staging costs. Any unspent balance from advance deposits will be refunded within 14 days; any excess work completed will be invoiced.
• Final Code Release: Handover of production code, database dumps, or direct deployment to your live server constitutes final project completion, after which no refund claims can be entertained.

C. Digital Marketing, Retainers & SEO Services

• Setup / Audit Costs: Upfront technical audits, keyword research setups, and campaign configuration fees represent immediate labor and are non-refundable once commenced.
• Monthly Retainer Services: Recurring digital marketing or SEO retainers are billed on a monthly cycle. You may terminate ongoing retainers by giving a minimum of 14 days' written notice prior to the start of the next billing cycle.
• Third-Party Ad Spend: Direct advertising budgets paid to platforms such as Google Ads, Meta Ads, TikTok, or LinkedIn are subject to the respective third-party platform's terms and cannot be refunded by One Lab Digitals.

3. Remedies for Faulty Services (Consumer Rights Act 2015)

If you are a consumer, services must be provided with reasonable care and skill (Section 49, CRA 2015):

• Repeat Performance: If our work fails to meet standard professional care and skill or materially breaches the agreed specification, you are entitled to request that we re-perform the defective part of the service at no additional cost within a reasonable timeframe.
• Price Reduction: If repeat performance is impossible or not completed within a reasonable time without significant inconvenience to you, you may be entitled to an appropriate price reduction or refund, evaluated against the degree of non-conformity.

4. Non-Refundable Scenarios

Except where required by UK statutory consumer rights, refunds will not be granted if:

• You change your mind or encounter internal business reorganizations after work has substantially progressed.
• Delays or failures are caused by your non-responsiveness, delayed approvals, or failure to supply mandatory access credentials or content within 30 days.
• You engage an independent third party to alter, adjust, or continue work on code or design assets while our contract remains active.
• Unsatisfactory performance is attributable to external hosting, server crashes, third-party plugin deprecations, or core software updates outside our contractual maintenance scope.

5. Intellectual Property & License Reversion

In any instance where a project is cancelled, terminated, or refunded (partially or in full):

• All licenses and rights to use any delivered draft concepts, code, mockups, or copy immediately terminate.
• All intellectual property rights remain vested exclusively in One Lab Digitals under the Copyright, Designs and Patents Act 1988.
• The client is strictly prohibited from using, publishing, distributing, or reverse-engineering any work or preliminary assets produced under the aborted engagement.

6. How to Submit a Cancellation or Refund Request

To exercise your legal right to cancel or formally request a refund, you must send an unequivocal written statement to our management team:

Email: info@onelabdigitals.co.uk

Required Details:

• Client Name and Registered Trading Name (if applicable)
• Invoice Number and Transaction Date
• Service Ordered
• Statement of Cancellation or detailed grounds for refund under this policy

We will assess the request in accordance with project logs and applicable UK regulations, notifying you of the outcome within 5 to 7 business days.

If a refund is approved, it will be remitted to the original payment method within 14 calendar days from the day we agree to the refund.

7. Company Details & Jurisdiction

• Company Trading Name: One Lab Digitals
• Operational Address: Flat 9, Winsor House, Paynes Road, Southampton, Hampshire, SO15 3SQ, United Kingdom
• Contact Phone: +44 7955 535670
• Email: info@onelabdigitals.co.uk
• Applicable Law: This policy and any dispute or claim arising out of it shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction (subject to consumer statutory forum protections).