Refund policy

Cancellation and Refund Policy

Last updated: 15 July 2026

Urban Fox Ecom is a trading name of Urban Fox Project. We provide bespoke ecommerce design, Shopify store-building and related consultancy services.

This policy explains when a client may cancel a service and when a full or partial refund may be available.

1. Business clients

Our services are primarily supplied to businesses, sole traders and individuals acting for purposes connected with their trade, business or profession.

Business clients do not automatically receive a statutory 14-day cooling-off period. Any cancellation or refund will therefore be handled according to this policy, the agreed project scope and applicable law.

2. Consumer cancellation rights

Where a client purchases our services wholly or mainly for purposes outside their trade, business or profession, they may qualify as a consumer.

A qualifying consumer who purchases a service online or at a distance normally has the right to cancel within 14 days from the date the contract is made, without providing a reason.

To cancel, the client must notify us clearly by email at:

hello@urbanfoxecom.com

3. Starting work during the cancellation period

Our services are usually scheduled to begin shortly after payment and receipt of the required project information.

Where a qualifying consumer asks us to begin work during the 14-day cancellation period, they expressly request that the service starts before that period has expired.

If the client then cancels during the 14-day period, we may deduct a reasonable amount for the work completed up to the date of cancellation. This amount will be proportionate to the services already supplied.

Once the service has been fully performed, the statutory right to cancel may end where the client expressly requested early performance and acknowledged that the cancellation right would be lost once the service was completed.

4. Cancellations before work begins

Where we agree that no project work has begun, payments will normally be refunded in full.

Any non-refundable third-party fees already paid with the client’s approval, such as domain registrations, paid applications, themes, software subscriptions or platform charges, may be deducted from the refund.

5. Cancellations after work has begun

Once research, planning, design, copywriting, development, store configuration or other project work has begun, the client may still request cancellation.

Any refund will be calculated after deducting:

the value of work already completed;
time already spent on the project;
agreed third-party costs;
licences, themes, applications or services purchased for the project;
any other reasonable and unavoidable costs directly resulting from the cancellation.

We will not charge more than is reasonable in relation to the work performed and the direct losses caused by the cancellation. UK consumer guidance states that cancellation charges and retained deposits must be fair and reflect actual losses rather than act as an excessive penalty.

6. Deposits and staged payments

Where a deposit or initial payment is required, it reserves project capacity and allows preliminary work to begin.

A deposit is not automatically non-refundable in every circumstance. The amount retained will depend on the work completed, costs incurred and losses reasonably resulting from the cancellation.

Where payments are made in stages, completed and approved project stages are non-refundable unless the service was not supplied with reasonable care and skill or was materially different from what was agreed.

7. Completed bespoke work

Because our Shopify stores, designs, layouts, copy and configurations are created specifically for each client, refunds are not normally available merely because the client changes their mind after the agreed work has been completed.

This does not affect any legal rights the client may have where the service:

was not provided with reasonable care and skill;
was materially different from the agreed project scope;
was not completed within an agreed timeframe, where time was expressly made essential;
was otherwise defective under applicable law.

8. Revisions and dissatisfaction

Before requesting a refund, the client should give us a reasonable opportunity to correct any issue that falls within the agreed project scope.

Included revisions will be governed by the service package or written proposal accepted by the client.

A request that falls outside the agreed scope may be treated as additional work and may require an additional fee.

A refund will not normally be provided solely because:

the client changes their business direction;
the client changes their mind about a previously approved design;
the client fails to provide required content, access or feedback;
the client requests work outside the agreed scope;
third-party services, platforms or applications change or malfunction;
sales, traffic, rankings or commercial results do not meet the client’s expectations.

We do not guarantee specific revenue, traffic, conversion rates, search rankings or business performance.

9. Delays caused by the client

Project timescales depend on the client providing information, content, approvals, account access and feedback when requested.

Where the client causes substantial delay, we may pause the project and revise the completion date.

If the client fails to respond for 30 consecutive days, we may treat the project as inactive. Payments relating to work already completed and project capacity already reserved will not normally be refundable.

10. Cancellation by Urban Fox Ecom

We may cancel or suspend a project where:

the client fails to make an agreed payment;
the client does not provide necessary information or access;
the client requests unlawful, misleading or prohibited work;
the client behaves abusively or unreasonably;
continuing the project becomes impracticable for reasons outside our reasonable control.

Where we cancel for reasons that are not caused by the client, we will refund any payment relating to services that have not yet been supplied.

11. Third-party charges

Payments made to third parties are subject to the relevant third party’s own cancellation and refund rules.

These may include:

Shopify subscriptions;
premium themes;
paid applications;
domain names;
email services;
stock images;
software licences;
advertising costs;
payment-processing fees.

We cannot guarantee reimbursement of third-party charges once they have been purchased or activated.

12. How refunds are issued

Approved refunds will normally be returned to the original payment method.

We will process refunds without undue delay and, where statutory consumer cancellation rights apply, within the period required by law. For service cancellations under the Consumer Contracts Regulations, refunds are generally due within 14 days after the business is informed of the cancellation.

Banks and payment providers may require additional time to credit the funds to the client’s account.

13. How to request cancellation or a refund

To request cancellation or a refund, email: