Refund policy
Refund & Cancellation Policy
Last updated: 16 June 2026
This Refund & Cancellation Policy explains how payments, cancellations and refunds are handled for website design and support services provided by High Street Website Co.
High Street Website Co provides custom website design, website replacement, Shopify website build and optional website support services for local businesses and small businesses.
Because our services are custom-made and involve time, planning, design work, communication, setup and project delivery, refunds are limited as explained below.
Custom website services
All website design and website build services are custom services created specifically for each client.
This may include planning, design, layout work, copy structure, Shopify setup, page creation, enquiry forms, mobile-friendly sections, basic SEO foundations, revisions and launch support.
Because this work is tailored to the client’s business, website project payments are generally non-refundable once work has started.
Deposits and upfront payments
Unless agreed otherwise in writing, website projects require an upfront payment before work begins.
The upfront payment secures the project and allows High Street Website Co to begin planning, design and build work.
Once work has started, upfront payments are non-refundable. This is because time, planning, design work, admin, communication and resources will already have been committed to the project.
Final payments
Unless agreed otherwise in writing, the remaining final payment is due upon completion and before the website is launched, transferred, handed over or made fully available to the client.
Once the final payment has been made and the website has been approved, launched, transferred, handed over or delivered, the final payment is non-refundable.
Completed website projects
Website projects are non-refundable after creation, approval, full payment, launch, transfer, handover or final delivery.
This includes situations where the client later changes their mind, no longer needs the website, decides not to use the website, changes business direction, or wants a different style after the agreed work has been completed.
Cancellations by the client
If a client cancels a project before any work has started, High Street Website Co may consider a refund of any upfront payment, minus any reasonable admin, planning or transaction costs already incurred.
If a client cancels after work has started, the upfront payment may be retained to cover work already completed, time spent, planning, design, communication, admin and resources committed.
If the amount of work completed is greater than the amount already paid, High Street Website Co may invoice for the additional work completed up to the cancellation date.
Changes of mind
Refunds are not provided for changes of mind after work has started.
This includes changing design preferences, deciding not to continue with the business, choosing another provider, no longer needing the website, or deciding not to proceed after work has already been carried out.
Revisions and corrections
We want clients to be happy with the final website.
Reasonable minor revisions may be included depending on the agreed package and project scope.
If something agreed within the project scope needs correcting, we will aim to correct it within a reasonable time.
Revisions do not include a full redesign, a major change of direction, additional pages, new features, extra services or work outside the original agreed scope. Additional work may require a separate quote.
Delays caused by the client
Project timelines depend on the client providing content, feedback, approvals, access details, images, business information and payments on time.
Refunds are not provided where delays are caused by missing client information, late feedback, delayed approvals, lack of access, unpaid invoices or changes requested by the client.
Monthly support
Optional monthly support fees are separate from website build payments.
Monthly support is billed for ongoing availability, minor updates and agreed website support.
Monthly support fees are non-refundable once the support period has started.
Support can be cancelled for future billing periods by giving written notice before the next payment is due, unless a different agreement is in place.
Third-party costs
Any third-party costs are generally non-refundable once paid or activated.
This may include Shopify subscription fees, domain costs, app subscriptions, stock assets, software, third-party tools, payment processing fees or other external services.
The client is responsible for any third-party costs connected to their website unless agreed otherwise in writing.
No guarantee of business results
High Street Website Co aims to provide professional website design and a strong website foundation.
However, we do not guarantee specific Google rankings, traffic, enquiries, sales, revenue, leads or business results.
Refunds are not provided because a website does not achieve a specific ranking, amount of traffic, number of enquiries or level of sales.
Where a refund may be considered
A refund may be considered at our discretion if:
- Work has not yet started
- A payment was made in error
- We are unable to provide the agreed service
- A duplicate payment has been made
- A refund is required by law
Any refund decision will depend on the stage of the project, the work completed, time spent, costs incurred and the circumstances of the request.
Statutory rights
Nothing in this policy is intended to remove or limit any legal rights that cannot be excluded by law.
Where applicable, services will be carried out with reasonable care and skill.
How to request a cancellation or refund review
To request a cancellation or refund review, contact High Street Website Co using:
Email: Baylee190@Outlook.com
WhatsApp / phone: 07496 824837
Website: highstreetwebsites.com
Please include your name, business name, project details, payment date and reason for the request.
Changes to this policy
High Street Website Co may update this Refund & Cancellation Policy from time to time. The latest version will be published on this page.