Refunds and cancellation

Several different relationships are covered here, and confusing them is the main way this kind of policy goes wrong, so each has its own part. Our services are for businesses; nothing here affects any right that the law does not allow to be excluded.

Part A: Your customers, and you

When someone buys through a website we built for you, their contract is with you, not with us. You set your refund policy, you decide whether a refund is due, and you are responsible for meeting the consumer law that applies to what you sell and where you sell it. For example:

• Consumers in the UK and the EU can usually cancel online purchases of goods, and of many services, within 14 days. Tickets for events on a specific date are generally exempt.
• From 19 June 2026, EU consumers who have that right must be able to use it through an online withdrawal function. We build one into stores that sell to EU consumers where the right applies.
• In the US, several states, including California, New York and Colorado, require a full refund, fees included, when an event is cancelled.

We build the tools that let you issue refunds, and we will help you use them. We do not decide disputes between you and your customers, and we will not issue a refund from your account without your instruction unless the law requires us to.

Part B: Your orders, and our fee

This part applies to sites that take orders and are funded by our fee.

Full refunds

Where you refund an order in full, our application fee on it is reversed in full, and where your buyer paid the fee, their refund includes it. You do not need to ask, and there is no administrative charge.

Partial refunds

Where you refund part of an order, the fee is reduced in proportion to the amount refunded. Refunding half of an order halves the fee on it.

Cancelled events and orders

An order cancelled before it is fulfilled, or for an event that does not go ahead, is treated as a full refund. No fee applies, so your buyer can always get back everything they paid.

Chargebacks

Where a customer raises a chargeback, our fee on the disputed order is suspended while the dispute is open. If the chargeback succeeds, the fee is reversed in full. If it is defended successfully, the fee applies as normal. Any charge your payment provider makes for handling the dispute is its charge, not ours, and we add nothing to it.

If your Stripe account was opened through us, the chargeback and its dispute charge come out of your Stripe balance. If they are more than the balance, the shortfall is still yours to cover, as set out in section 5b of the fee and payout agreement.

Payment provider charges

Payment providers often keep some or all of their processing charge on a refunded transaction. On your own Stripe account, that is between you and Stripe. On an account opened through us, Stripe bills that charge to us and we recover exactly what Stripe keeps, at cost. Either way we have no control over it, make nothing from it, and it is separate from our fee.

Fraudulent orders

No fee is payable on an order identified as fraudulent and reversed. If a fraudulent order was already included in a statement, we correct it on the next one rather than issuing a separate demand.

Part C: Cancelling paid work

This part applies to work you pay for: websites for businesses that take no orders, custom software and marketing retainers. The full terms are in sections 7 to 9 of our terms of service.

• Before your site launches, you can cancel at any time in writing. You pay only for the work completed so far, measured against your quote, and anything you paid in advance for work not yet done is refunded within 14 days.
• After launch, the work is complete and the full price is due. Faults in our work are still fixed at no charge.
• Instalment plans can be ended on 30 days notice. The remaining balance of the build price then becomes payable, and once it is paid the website is yours.
• Hosting can be cancelled on 30 days notice, with nothing further to pay once the notice period ends.

Part D: Leaving the order-based arrangement

You may end a free, order-funded arrangement at any time on 30 days written notice. There is no exit fee, no penalty and no charge for releasing your data.

• Fees on orders completed before the termination date remain payable.
• Any funds we hold on your behalf are paid to you in full within 30 days.
• If your Stripe account was opened through us, its balance is paid out to your bank in full within 30 days. The only exception is an amount covering refunds and chargebacks for events not yet held, which is paid out within 7 days of each of those events.
• You receive a complete export of your content, customer and order data at no charge.
• Hosting continues for 30 days after termination, so you are not left without a site while you move.

Because no upfront payment is taken for these sites, there is nothing for us to refund to you when you leave. That is a deliberate feature of the model, not an omission from this policy.

Disputes about a figure

If you believe a fee, invoice or payout is wrong, email support@owlyntech.com and we will provide the underlying transaction data within 7 days. Any error in our favour is corrected on your next statement, with interest where the delay was significant and our fault.

Contact

Questions about this policy go to contact@owlyntech.com. See also the fee and payout agreement.

Owlyn Tech Limited
Registered in England and Wales, company number 17445397
Registered office: Unit A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom
contact@owlyntech.com