Refund Policy

This policy explains how refunds work for templates, website packages, custom development, and bespoke project work purchased from CL Studio. We aim to be fair and straightforward — if something has gone wrong, get in touch.

Digital templates

Templates are delivered by email after checkout. Under UK consumer law you generally have 14 days to cancel a distance contract. However, where you request immediate delivery of digital content, fulfilment begins straight away and your right to cancel may be lost once delivery starts — in line with the Consumer Rights Act 2015 for digital content.

Because template files can be copied once delivered, we do not offer refunds after download links have been sent, except where:

• The product is faulty or not as described.
• Files were not delivered due to a technical error on our side.
• We agree a refund at our discretion in exceptional circumstances.

Free templates are provided at no charge and are not eligible for refunds.

Faulty digital content

If a template is defective (for example, files are corrupted or materially different from the description), contact us within 30 days and we will repair, replace, or refund as appropriate under your statutory rights.

Website packages

• If you have paid for a website package but not yet submitted your project brief, contact us within 14 days of purchase and we will usually offer a full refund.
• Once your brief is submitted and work has started, refunds are not normally available for work already completed. If you need to cancel, we will charge for work done up to that point as set out in your order or quote.
• If we cannot deliver the agreed scope through no fault of yours, we will refund unearned amounts or agree a fair resolution in writing.

Fixed-price custom development

• If you have paid for a fixed-price custom development service (for example a Discord bot, automation, or integration) but work has not started, contact us within 14 days for a refund.
• Once work has begun, refunds are not normally available. Each service includes a post-delivery tweak period (7–30 days depending on the package) for small adjustments within the agreed scope.
• If delivered work is materially not as described, contact us within 30 days and we will fix, redo, or refund as appropriate under your statutory rights.

Bespoke project work

• Deposits reserve your project slot and cover initial work. They are non-refundable once work has started, unless we agree otherwise in writing.
• If you cancel a bespoke project, you will be invoiced for work completed up to the cancellation date.
• If we cancel a project, we will refund any unearned prepaid amounts.

How to request a refund

Email hello@clstudio.uk with your name, order date, what you purchased, and a short explanation. We aim to respond within 5 working days. Approved refunds are returned to the original payment method where possible.

Your statutory rights

This policy does not affect your legal rights as a consumer under UK law. For more information, visit citizensadvice.org.uk.