This policy explains how to cancel your plan with Charlie's Websites, when refunds apply, and what happens to your website afterwards. It forms part of my Terms of Service.

1.Minimum term

Your plan has a minimum term of 3 months from the date of your first payment. This lets me cover the work of designing and building your website.

After the 3 months, your plan runs month to month and you can cancel at any time.

The minimum term applies to every client. The only exception is the legal right consumers have to cancel within the first 14 days, explained below. Once those 14 days have passed, the full 3 months apply.

2.How to cancel

Once your minimum term has passed, go to Billing in your portal and choose Cancel plan. You can also email me at support@charlieswebsites.co.uk from the address you signed up with.

Your plan then ends at the end of the month you've already paid for. Your website stays online until then, and you won't be charged again. If you change your mind before that date, you can undo the cancellation from the same page.

I don't refund part-months when you cancel after the minimum term.

3.Your 14-day right to cancel (consumers)

If you're a consumer, you have the right to cancel within 14 days of the day our agreement starts, without giving a reason. This comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, email me at support@charlieswebsites.co.uk with a clear statement that you want to cancel. You can use this wording if you like: "I am cancelling my agreement with Charlie's Websites, which started on [date]. Name: [your name]. Email: [your email]."

By checking out, you ask me to start work during the 14 days, so I can begin your website straight away. If you cancel within the 14 days, I'll refund what you've paid, minus a fair amount for the work I've already done up to the point you tell me, worked out in proportion to the whole of the service. I'll refund you within 14 days of you telling me, using the same card you paid with.

Business clients don't have a statutory right to cancel.

4.Setup fee

The Website Setup fee covers designing and building your website.

• If you cancel before I've started your design, I'll refund the Website Setup fee in full.
• Once I've started your design, the Website Setup fee isn't refundable, except where the law says otherwise, for example under your 14-day right to cancel if you're a consumer, or if I haven't provided the service with reasonable care and skill.

I'll tell you by email when I start your design.

5.Monthly charges

Monthly charges cover the month ahead. They're not refunded for a month that has started, except:

• under your 14-day right to cancel, if you're a consumer;
• if I end the agreement without you being at fault, in which case I refund any days you've paid for after it ends;
• if I've made a mistake, such as charging you twice.

6.Add-ons

You can add or remove add-ons from your portal at any time, including during your minimum term. When you do, your next bill is adjusted for the part of the month you had the add-on.

Custom features I quote for are charged once you approve the quote. If I can't deliver a custom feature you've paid for, I'll refund what you paid for it.

7.Price changes

I give at least 30 days' notice by email before a price change affects you. If you don't want to continue at the new price, you can cancel before it takes effect, even during your minimum term, without paying anything more.

8.If I end the agreement

I can end the agreement if a payment stays unpaid or you seriously break my terms, as explained in my Terms of Service. In that case, the Website Setup fee and charges for months that have started aren't refunded.

If I end the agreement for any other reason, I give you at least 30 days' notice and refund anything you've paid for the period after it ends.

9.After your plan ends

• Your website goes offline when your plan ends.
• I keep your website's files for 30 days after that, in case you change your mind or need something. If you rejoin within the 30 days, I can put your website back as it was. After 30 days, I delete them, except for anything I must keep by law, such as invoices.
• You can have a copy of your content. Ask within the 30 days and I'll send you the text, images and other content you provided, in a common format.
• You can buy your website's design if you'd like to host it elsewhere. Ask me for a quote within the 30 days.
• Your domain stays yours. If I bought it for you, it's registered in your name: I'll help you transfer it to another provider, and I won't renew it after your plan ends unless we agree otherwise. Domain fees already paid aren't refunded, because the domain has been registered for you.
• Your portal account stays open so you can see past invoices, unless you ask me to delete it.

10.How refunds are paid

Refunds go back to the card you paid with, normally within 14 days of being agreed. Your bank may take a few more days to show them.

11.Questions

If you're not sure whether a refund applies, email me at support@charlieswebsites.co.uk and I'll explain. If you're unhappy with my answer, my Complaints Procedure explains what you can do.