DORSET DIVISION / LEGAL
Cancellations & Refunds
Draft prepared 12 October 2026 · Review before publishing
A fair approach
If you need to cancel or pause a project, please contact me as soon as possible. I will review the agreed scope, work already completed, any reserved time and reasonable non-recoverable expenses. Charges will be explained, not assumed.
Consumers booking remotely
Where UK consumer cancellation rules apply to a distance or off-premises service contract, a consumer will generally have a 14-day cancellation period, subject to the legal exceptions and rules for services begun during that period. If you expressly request work to start during the cancellation period, you may need to pay a proportionate amount for services supplied before cancellation, where the legal conditions are met. Where a service is fully performed with the required prior consent and acknowledgement, cancellation rights may end. The exact position depends on the contract and applicable law.
Business clients
Business-to-business bookings do not automatically have the same statutory cooling-off rights as consumer contracts. Any agreed cancellation terms, completed work and reasonable costs will be assessed under the contract and applicable law.
Deposits
A deposit is not automatically non-refundable. Any retention or refund will reflect lawful contractual terms, work done, losses reasonably incurred and applicable consumer rights.
Changes, delays and rescheduling
Please tell me promptly if your circumstances change. We can discuss revised dates or scope. If necessary client materials or approvals are delayed, we may need to revise the timetable. Any resulting fees will be explained before being agreed.
Problems with the service
If the service does not meet the agreed standard, please get in touch so I can investigate and propose a suitable remedy. This policy does not limit your statutory rights, including rights under the Consumer Rights Act 2015 where applicable.
How to request cancellation
Email marnie@dorsetdivision.co.uk with your name, project reference, and a clear statement that you wish to cancel. For eligible consumer contracts, you may also use any cancellation form provided with your contract.