This policy sets out how Easy Website People handles refund and cancellation requests for its web development and digital consultancy services.
01: Nature of our services
Easy Website People provides bespoke digital services including website design and development, platform migrations, SEO consultancy, and ongoing technical support. Because these services are customised to each client’s requirements and involve the commitment of skilled time and resources from the date work commences, they are not equivalent to physical goods and cannot simply be “returned”.
This policy should be read in conjunction with your signed project agreement or service contract, which takes precedence where specific terms have been agreed.
02: EU / Consumer rights
Cooling-off period (consumer clients)
If you are a consumer (i.e. you are not purchasing as a business), you have the right under EU Directive 2011/83/EU and applicable Italian law to withdraw from a service contract within 14 calendar days of signing, without giving a reason.
Important: If you request that work begins during this 14-day period (which is common for time-sensitive projects), you acknowledge that your right of withdrawal will be lost once the service has been fully performed, or reduced proportionally if the service is partially performed.
To exercise your right of withdrawal, please notify us in writing at info@easywebsitepeople.com before the period expires.
03: Cancellation before work commences
If you cancel a confirmed project before any work has begun, you are entitled to a full refund of any advance payment made, minus any non-recoverable third-party costs already incurred on your behalf (e.g. domain registration, licence fees, theme purchases).
We will issue refunds within 14 business days of receiving a written cancellation request, by the same method as the original payment.
04: Work in progress
Cancellation after work has commenced
Once work has begun, refunds are assessed on a case-by-case basis according to the following principles:
- Work completed up to the point of cancellation will be charged at the agreed project rate or our standard day rate, whichever is applicable.
- Any balance remaining from advance payments after deducting completed work will be refunded.
- Where completed work exceeds the advance payment made, an invoice will be raised for the outstanding amount.
- Third-party costs (hosting, licences, plugins, stock imagery, etc.) are non-refundable once incurred.
We will provide a written breakdown of completed work and any amounts owed or refundable within 10 business days of a cancellation request.
05: Remedies for unsatisfactory work
We are committed to delivering work that meets the brief and any specifications agreed in writing. If you believe the work delivered does not meet the agreed specification:
- Please notify us in writing within 14 days of delivery, describing the specific issue(s).
- We will assess the complaint and, where the issue falls within the original agreed scope, carry out remedial work at no additional charge.
- Issues arising from changes to the brief, client-supplied content or assets, third-party platform changes, or requirements not included in the original scope are not covered under this remedy and may be quoted separately.
Refunds for completed work are not offered as a first remedy; we will always endeavour to resolve issues through revision or correction in the first instance.
06: Retainer & ongoing support services
For monthly retainer or support agreements:
- Either party may terminate with 30 days’ written notice, unless otherwise stated in the contract.
- Fees paid in advance for unused periods within the notice window will be refunded on a pro-rata basis.
- Unused retainer hours do not roll over unless explicitly agreed in writing.
07: Disputes
We hope any concerns can be resolved directly and promptly. If you are not satisfied with our response to a refund or cancellation request, you may refer the matter to an appropriate consumer dispute resolution body in your jurisdiction, or pursue the matter through the Italian courts in accordance with applicable law.
This policy does not affect any statutory rights you may have as a consumer under Italian or EU law.