Refund & Cancellation Policy

1. Consumer clients — 14-day cooling-off right

If you are a consumer (an individual acting outside your trade or profession), you have a statutory right to cancel a service contract within 14 calendar days of formation, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Early commencement waiver: If you request that we begin work before the 14-day cancellation period has expired, you acknowledge that your right to cancel will be lost once the services are fully performed. If you cancel after work has begun but before completion, you will be charged a fair, pro-rata amount for work carried out up to the date of cancellation.

To exercise your right to cancel, contact us by email at hello@syntax-link.co.uk or in writing, clearly stating your name, project reference, and your intention to cancel.

2. Business clients

For business-to-business contracts, there is no statutory cooling-off period. Cancellation terms are governed by our Business Terms & Conditions.

In summary: if you cancel after project work has begun, you are liable for all work completed to the date of cancellation, invoiced on a pro-rata basis. Deposits are non-refundable unless Syntax Link is in material breach of the contract.

3. Refund eligibility

Refunds may be issued in the following circumstances:

• Consumer cancellation within 14 days — full refund if no work has commenced; partial refund proportional to work not yet completed if early commencement was requested.
• Syntax Link cancels the contract — full refund of amounts paid for undelivered work.
• Deliverables materially fail to meet the agreed specification — we will first attempt to remedy the defect. If we cannot, a partial or full refund may be offered at our discretion.

Refunds will not be issued in the following circumstances:

• You change your mind after work has commenced (outside the consumer cooling-off window).
• You fail to provide required information, feedback, or approvals that caused project delays.
• Issues arise from third-party platforms, App Store policies, or factors outside Syntax Link's control.
• The project is paused or delayed at your request for more than 30 days.

4. How refunds are processed

Approved refunds will be processed within 14 calendar days of the refund being agreed. Refunds are made by the same payment method used for the original transaction where possible. Where payment was made by bank transfer, we will refund to the originating bank account.

Stripe's fees on the original transaction may not be recoverable and, where applicable, the refund may be reduced by the transaction fee amount (typically 1.4–2.9% + 30p). This will be clearly communicated before any refund is issued.

5. Disputes

If you are unhappy with how we have handled a cancellation or refund, please contact us at hello@syntax-link.co.uk. We aim to resolve all disputes amicably. Consumer clients who cannot resolve a dispute directly with us may contact Citizens Advice or consider alternative dispute resolution (ADR).

Consumer clients in the EU may also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

6. Contact

Syntax Link Limited
4 Blenheim Court, Peppercorn Close, Peterborough, PE1 2DU
hello@syntax-link.co.uk