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Terms, Refunds & Cancellations

The work covered

The final terms must clearly distinguish between digital products, booked or defined services, and bespoke project work. Every accepted proposal or product description should identify the scope, intended deliverables, exclusions, client responsibilities and any assumptions.

Quotes, transaction review, acceptance and payment

The final terms must define how a quote or proposal is accepted, how long it remains valid, when a booking or project becomes binding, which amounts are payable in advance and when balances become due. The online payment flow is designed so the client can review the client name, service, reference, project/invoice total, amount due now and remaining balance before proceeding. If any of those details are incorrect, the transaction should be stopped and a corrected quote, invoice or payment link issued rather than editing the amount in the browser.

The final wording must also state how electronic acceptance is recorded, which version of the terms applies to a transaction, and how a client can retain or obtain a record of the transaction.

Service commencement and statutory cancellation rights

The final terms must be reviewed for the Consumer Protection Act and Electronic Communications and Transactions Act as they apply to Digital Mastery's actual sales channels and client types. Where a client asks Digital Mastery to begin providing a service immediately, the payment flow can record that express instruction separately from general acceptance of the terms. The final policy must explain the effect of that instruction accurately and must not attempt to remove rights that cannot lawfully be waived.

Delivery and client responsibilities

State how delivery dates are agreed, what information or approvals the client must provide, how delays affect timing and which delivery or handover method applies to each type of work.

Scope changes

Explain how requests outside the agreed scope are identified, quoted and approved before additional work begins. The process should protect both parties from hidden expectations or unapproved costs.

Refunds, cancellations and payment reversals

The final policy must state the cancellation and refund conditions separately for digital products, booked services and bespoke projects. It should explain notice periods, work already completed, third-party costs, rescheduling and how any approved refund is calculated and processed, subject always to applicable statutory rights.

Gateway payments should normally be refunded through the original payment method and linked to the original transaction. Manual EFT refunds should follow a verified approval process. The final terms must also explain how duplicate payments, overpayments, underpayments, disputes and chargebacks are handled.

Concerns and disputes

Provide the approved contact method, a practical internal resolution process and any escalation or legal jurisdiction information that applies. Avoid generic boilerplate that conflicts with the actual client experience.