Refund Policy

1. Our approach

We want every client to be satisfied with the work we deliver. This policy sets out when refunds are and are not available, and is designed to be fair to both parties while complying with UK consumer law. Your statutory rights are not affected by this policy.

2. Before work begins — full refund available

If you change your mind before we begin work on your order, you are entitled to a full refund. Contact hello@pacavita.com with your order reference. We will process the refund to your original payment method within 5 working days.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 29(1), you have a 14-day cooling-off period from the date of the contract. During this period, you may cancel for any reason.

3. After your preview is delivered — no refund

Our services are “digital content” as defined by the Consumer Contracts Regulations 2013, Regulation 5. During our checkout process:

• You give your prior express consent to begin supply during the cooling-off period (Regulation 36(1)(a));
• You acknowledge that you will lose your right to cancel once supply begins (Regulation 36(1)(b));
• We provide confirmation of your consent on a durable medium (Regulation 36(1)(c)).

Both the consent checkbox and a comprehension check are presented during checkout. Once we deliver your first preview, the digital content has been supplied and your cooling-off right under Regulation 37 is extinguished. No refund is available after the first preview is delivered.

“First preview” means the first version of your website made available to you for review, whether by email, portal link, or preview URL.

4. Faulty or non-conforming work

Under the Consumer Rights Act 2015 (CRA 2015):

• Digital content must be of satisfactory quality (CRA 2015, section 34);
• Digital content must be fit for a particular purpose (CRA 2015, section 35);
• Digital content must match the description provided (CRA 2015, section 36).

If the delivered work does not conform to what was agreed in your order summary, you have the following remedies:

1. Repair: We will fix the non-conforming aspects at no additional charge within a reasonable timeframe (typically 5 working days).
2. Price reduction: If repair is not possible or not completed within a reasonable time, you are entitled to a proportionate price reduction under CRA 2015, section 44. The reduction is calculated as the proportion of the agreed deliverables that do not conform to the contract.

“Non-conforming” means a material deviation from the deliverables described in your order summary. Subjective design preferences that were not specified in the brief (such as colour choices or layout preferences not previously communicated) do not constitute non-conformity.

5. Monthly subscriptions

Monthly add-on subscriptions (hosting, social content packs, ongoing SEO) may be cancelled at any time by emailing hello@pacavita.com. Cancellation takes effect at the end of the current billing period. No refund is issued for the remaining days of the current billing period. Your site and services remain active until the end of the paid period.

Under the Consumer Contracts Regulations 2013, Regulation 36(3), services that have been fully performed during the cooling-off period with your prior consent are not subject to cancellation with refund.

6. Chargebacks and payment disputes

If you initiate a chargeback or payment dispute through your card issuer, we will provide evidence to Stripe of the contract, the consent records, and the work delivered. Initiating a chargeback does not override these terms. We encourage you to contact us directly first — disputes resolved directly are faster and less costly for both parties.

7. How to request a refund

Email hello@pacavita.com with “Refund request” in the subject line and include your order reference. We will acknowledge your request within 2 working days and process eligible refunds within 5 working days to your original payment method via Stripe.

8. Dispute resolution

If you are dissatisfied with our refund decision, we encourage you to contact us again to attempt an amicable resolution. If we cannot reach agreement within 30 days, you may:

• Pursue the matter through the small claims court (for claims up to £10,000 in England and Wales);
• Use an ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (SI 2015/542). The European Commission’s Online Dispute Resolution platform is available at ec.europa.eu/odr, although note this is designed for EU cross-border disputes.

9. Statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. This policy is intended to supplement, not replace, those rights.