Clear terms, no surprises.

01About this policy

This policy explains when refunds are available for services and products bought from D’Lion Paw Ltd, trading as D-Lion Paw Digital (“we“, “us“). It forms part of our terms of business and applies alongside your quote, proposal or service agreement. If your signed agreement says something different, the agreement takes priority.

Because our work involves skilled time that cannot be returned once spent, refunds for services are limited. We’ve written this policy to be clear and fair about that from the start.

02Quotes, deposits and payment

• Deposits: project work (such as websites, video and flyers) usually requires a deposit before we start – normally [[50%]] of the project price, as shown on your quote. The deposit secures your place in our schedule and covers planning and set-up. Business clients: deposits are non-refundable once we have started work or reserved time for your project.
• Monthly services (such as SEO, social media management and PPC management) are paid monthly in advance.
• Late payment: if an invoice is unpaid by its due date, we may pause work until it is paid. For business clients we may also charge statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
• Ownership: websites, designs, videos and other deliverables remain our property until paid for in full. Usage rights pass to you once full payment has been received.

03Your 14-day cancellation right (consumers only)

If you’re a consumer and you bought a service from us online, by phone or by email, the Consumer Contracts Regulations 2013 give you 14 days from the day the contract is made to cancel without giving a reason.

• If you ask us to start work within the 14 days and then cancel, you must pay for the work done up to the point you tell us you’re cancelling.
• If the service is fully completed within the 14 days at your request, you lose the right to cancel.
• To cancel, email hello@d-lionpaw.com with your name, order details and a clear statement that you’re cancelling. Any refund due will be made within 14 days.

This right does not apply to business clients.

04Monthly services: minimum terms and cancelling

• Minimum terms: some services have a minimum term shown on your quote or our website – for example a 6-month minimum for SEO and a 3-month minimum for social media management – because results take time to build.
• Notice: after any minimum term, monthly services roll on until cancelled with 30 days’ written notice by email. Fees for the notice period remain payable.
• No part-month refunds: monthly fees cover our time and resources reserved for that month, so fees already paid for a month that has started are not refundable.
• Cancelling during a minimum term (business clients): the fees for the remainder of the minimum term remain payable, unless we agree otherwise in writing.
• Unused hours, posts or deliverables in a month do not roll over and are not refunded, unless the shortfall was caused by us.

05Project work: cancelling part-way through

If you cancel a project after work has started, you’ll pay for:

• all work completed up to the date we receive your written cancellation, charged at the stage reached or at our standard hourly rate of [[£50 + VAT]];
• any third-party costs already committed (see section 7); and
• the deposit (business clients – see section 2).

If you’ve paid more than this, we’ll refund the difference. If you’ve paid less, we’ll invoice the balance. Work completed and paid for will be handed over on request.

Client delays: if we’re waiting for content, feedback, approvals or access from you and don’t hear back for [[30 days]] after a reminder, we may treat the project as complete or paused and invoice for the work done.

06No guarantee of results

We use our skill and experience to get you the best results we can, and we’ll always explain what we’re doing and why. However, rankings, traffic, enquiries, sales, followers, engagement, AI recommendations and advertising performance depend on factors outside our control – including Google and other platforms’ algorithms and policies, your competitors, your market, your website and your own sales process.

07Third-party costs and ad spend

The following are paid to, or on behalf of, third parties and are not refundable by us once committed or spent:

• advertising spend on Google, Meta, TikTok, LinkedIn or other platforms;
• domain names, hosting, premium themes, plugins, software subscriptions and licences;
• stock images, fonts and other licensed assets;
• printing, delivery, venue, equipment hire or freelance costs booked for your project.

Where a supplier offers its own refund or cancellation option, we’ll help you request it.

08Delivered work and revisions

• Each project includes the rounds of revisions set out in your quote – normally [[two]]. Further changes are charged at our standard rate.
• Once you have approved work, or it has been published, launched, printed or delivered and used, it is not refundable.
• Consultations, audits, strategy sessions and reports are non-refundable once delivered.

09If something isn’t right

We want you to be happy with our work. If you think something hasn’t been done as agreed:

• Tell us in writing within 14 days of delivery (or of the end of the month, for monthly services), explaining what’s wrong.
• We’ll investigate and, if we haven’t delivered what was agreed, we’ll put it right at no extra cost. This is our first remedy.
• If we can’t put it right within a reasonable time, we’ll offer a fair refund of the fees paid for the part of the work affected.

For business clients, our total liability in connection with any service is limited to the fees you paid for that service in the [[3]] months before the claim, and we are not liable for loss of profits, revenue, data or business opportunity. Nothing in this policy limits liability that cannot be limited by law, such as liability for death or personal injury caused by negligence, or for fraud.

10Disputes and chargebacks

If you’re unhappy, please contact us first so we can resolve it – most issues are sorted quickly. If a chargeback or payment dispute is raised for services we have delivered, we will provide our records (agreements, invoices, correspondence and evidence of work) to the bank or card provider. While a dispute is open we may pause work and access to services, and for business clients we may recover any reasonable costs we incur in responding to a chargeback that is found in our favour.

11Products: T-shirts and merchandise

Changing your mind

• If you’re a consumer you can cancel your order within 14 days of receiving it, for any reason. Tell us by email, then return the item within a further 14 days.
• Items should be unworn, unwashed and in their original condition with tags. If an item has been handled more than you would in a shop, we may reduce your refund to reflect the loss in value.
• You pay the cost of returning items when you change your mind. We’ll refund the item price and standard delivery cost within 14 days of receiving the item back (or proof you’ve returned it).

Exceptions

• Personalised or custom-made items (for example your own design or text) can’t be returned for a change of mind – only if they’re faulty or not as ordered.
• Gift cards are non-refundable.

Faulty or incorrect items

• Under the Consumer Rights Act 2015, if an item is faulty, damaged or not as described, you can reject it for a full refund within 30 days, or ask for a repair or replacement. Please send photos to help us resolve it quickly.
• We cover return costs for faulty or incorrect items.

International orders: any customs duties or import taxes on returns are the customer’s responsibility. Refunds are made in the original currency.

12How to request a refund or cancel

Email hello@d-lionpaw.com with your name, business name, order or invoice number, and what you’d like to cancel or why you’re requesting a refund. We’ll acknowledge your email within 2 working days. Approved refunds are paid to the original payment method within 14 days.

13Your legal rights and changes to this policy

If you’re a consumer, nothing in this policy affects your statutory rights, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For impartial advice, contact Citizens Advice.

We may update this policy from time to time. The version in force when you placed your order or signed your agreement will apply to that order or agreement.

This policy is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction (consumers living elsewhere in the UK may also bring claims in their local courts).

D’Lion Paw Ltd (trading as D-Lion Paw Digital)
27 Old Gloucester Street, London WC1N 3AX
Email: hello@d-lionpaw.com · Phone: 07572 019 026
Registered in England and Wales, company number 12757780.