1. Scope
This policy concerns services supplied by PORTABLE DIGITAL LIMITED, company number 16974578. Mandatory rights take priority. It applies to card payments made through the website checkout and to payments under an accepted written proposal.
For a paid engagement, the accepted proposal identifies what you bought, the start date, the price and any ongoing commitment. Business customers do not normally have the statutory consumer cooling-off right, but retain their contractual and other legal remedies.
2. Consumer cooling-off period
For a service contract concluded online or otherwise at a distance, a consumer normally has 14 days after the day the contract is made to cancel without giving a reason. Send a clear statement before the period ends. A bespoke or customised service is not, merely for that reason, excluded from this right.
If legally required cancellation information has not been supplied, the cancellation period may be extended by up to 12 months. If that information is supplied during the extension, the period generally ends 14 days after you receive it. Nothing in this policy shortens an extended statutory period.
3. Asking us to start within 14 days
We will not treat placing an order, accepting general terms or making payment as an express request for an early start. We must obtain a separate express request before starting during the cooling-off period and explain the consequences.
If you then cancel before completion, you pay only a proportionate amount for work actually supplied up to cancellation, provided the required information and express request were obtained. The calculation uses the agreed total price, or market value where that price is excessive. We do not charge for work during this period where the law prohibits doing so.
The service cancellation right is lost only after full performance where performance began with your express request and acknowledgement that full performance would end the right. Partial performance alone does not end it.
4. Digital content supplied separately
If an engagement includes separately supplied digital content not on a physical medium, different cancellation rules may apply. Supply during the cooling-off period requires your express prior consent, acknowledgement that starting supply ends the cancellation right, and the legally required confirmation in a durable medium. Without the required steps, we will not rely on that exception. Delivering a file as part of a service does not automatically waive your rights for the entire engagement.
5. How to cancel
Use the contact page or the contact channel stated in your accepted proposal. State that you are cancelling and identify the engagement. An order number helps but is not mandatory if we can otherwise identify the contract. Keep a copy of your message. We will acknowledge cancellation electronically when submitted online.
You may use this optional model notice: “To PORTABLE DIGITAL LIMITED [insert the confirmed postal or email address supplied with your contract]: I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: ____. Ordered on: ____. Name of consumer(s): ____. Address of consumer(s): ____. Signature of consumer(s), only if notified on paper: ____. Date: ____.” Delete as appropriate. You do not have to use this form or give a reason.
6. When and how we refund
For a valid statutory cancellation of a service, we reimburse sums due without undue delay and no later than 14 days after being informed of cancellation. Any permitted deduction for an expressly requested early start will be explained. We use the original payment method unless you expressly agree otherwise and will not charge a refund fee. Bank posting times do not extend our duty to make the reimbursement on time.
7. Faulty, misdescribed or delayed services
Consumer services must be provided with reasonable care and skill. Where the legal conditions are met, you may require repeat performance at our cost, within a reasonable time and without significant inconvenience. If repeat performance is impossible or is not provided as required, you may be entitled to a price reduction, potentially up to the full price. Other statutory remedies, including for binding information or timing failures, are preserved.
An agreed statutory price-reduction refund will be made without undue delay and within 14 days after we agree that you are entitled to it, using the same payment method unless otherwise expressly agreed, without a fee. Digital content supplied separately has its own statutory quality and remedy protections. Expiry of a cooling-off period does not remove rights for defective performance.
8. Other cancellations and ongoing services
Outside a statutory cancellation right, contact us promptly so that avoidable work and costs can be stopped. Any cancellation charge must have a lawful contractual basis, reflect the circumstances and avoid disproportionate compensation or double recovery. We do not automatically treat every deposit or advance payment as non-refundable.
For a retainer, the accepted proposal must explain how and when to end future periods. Cancellation of future renewals does not itself waive remedies for past service failures. If we cancel or cannot supply the agreed service, we will repay amounts for work not supplied, subject to any stronger rights you have.