Refunds and cancellations

01How to cancel

To cancel an order or ask for a refund, email [email protected] with your name, invoice or order number and the reason. We confirm receipt within one working day.

02Before work starts

If you cancel before we have ordered any parts or started any work on your order, you get a full refund of the amount paid.

03Custom PC builds and hardware

Once parts have been ordered for your build, you can still cancel. We refund the amount paid minus the cost of any parts that the supplier will not take back, and any restocking fee the supplier charges. We show you these amounts before the refund is processed. Parts we cannot return can be handed over to you instead, if you prefer.

Once a PC or part has been delivered and accepted, it cannot be returned for a change of mind. If it arrives damaged or does not work, see the next section.

04Damaged or faulty on arrival

If a product arrives damaged, or does not work when first set up, tell us within 48 hours of delivery with photos or a short video. We will repair or replace it at no cost to you. If we cannot repair or replace it within a reasonable time, we refund the price of that product in full.

05Cafe setups and installation

Cafe setup projects are paid in stages set out in the quote. If you cancel a project, we refund any amount paid for stages that have not started, minus the cost of hardware and materials already bought for you that cannot be returned. Stages already completed are not refundable.

06Software and services

Custom software, business strategy, marketing and other services are billed by milestone or by month, as set out in the quote. Payments for milestones not yet started are refundable in full on cancellation. Delivered milestones are not refundable. Monthly services can be cancelled at any time before the next month starts; the month already paid for is not refundable.

Annual Maintenance Contracts can be cancelled within 7 days of payment for a full refund, provided no visit or support has been used. After that, an AMC can be cancelled with a pro rata refund for the unused full months, minus the value of any visits or support already used.

Clavian subscriptions can be cancelled at any time and stop at the end of the period already paid for. Refunds for Clavian follow the refund policy published at clavian.io.

07When you get your money

Approved refunds are processed within 2 working days of approval and credited to the original payment method. Depending on your bank or card issuer, the amount reaches your account within 5 to 7 working days after processing.

If you do not see the refund after that time, write to us with your invoice number and we will share the transaction reference.

08Contact

For anything about a cancellation or refund, write to [email protected].