Refund policy

Form & Frame provides bespoke digital creative services tailored to each client’s brief. As our services are customised, the following cancellation and refund terms apply.

Cancellations before work begins

You may cancel your order before work has started and receive a full refund. Please contact us as soon as possible at formandframeuk@gmail.com.

Cancellations after work begins

If you ask us to begin work during any applicable cancellation period and subsequently cancel, we may deduct a reasonable amount from your refund to cover the work already completed.

Once the agreed service has been fully performed or the final digital work has been delivered, the right to cancel may no longer apply where you expressly requested that work begin and acknowledged that this right would be lost upon completion.

Revisions and change of mind

Each package includes the number of revisions stated in its description. Revision requests must remain within the scope of the original creative brief.

A change of mind, a change in creative direction after work has begun, or dissatisfaction based solely on personal preference does not automatically qualify for a refund where the work follows the agreed brief. We will first use the included revision process to address reasonable concerns.

Problems with the service

If the work is not delivered with reasonable care and skill, does not match the agreed brief, or contains a fault caused by us, please contact us promptly. We will first attempt to correct or reperform the affected work. If we cannot resolve the issue within a reasonable time, you may be entitled to an appropriate price reduction or refund.

Client materials and delays

Project timescales begin once we have received the complete creative brief, payment and all required assets. Form & Frame is not responsible for delays caused by missing information, late feedback or unsuitable client-supplied materials.

Refunds

Any approved refund will be returned to the original payment method. Please allow your payment provider additional time to process the refund.

To request a cancellation or discuss a problem with your order, email formandframeuk@gmail.com and include your name and order number.

Nothing in this policy limits or excludes any statutory rights you may have under applicable consumer law.