Refund Policy

Last updated: 17 September 2026

This Refund Policy explains how and when refunds are available for websites purchased from Vivid Beginnings. It forms part of our Terms of Service, which you should read before placing an order.

Your legal rights

As a UK consumer, you have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects those rights.

Our websites are bespoke digital content made to your specification. Under Regulation 28 of the 2013 Regulations, the 14-day cooling-off period for distance selling does not apply to goods made to your specifications. However, we offer a fair refund framework that goes beyond the minimum legal requirement.

Refund framework

1. Before we start generating your website

You can cancel for any reason and receive a full refund (100%) of any amount you have paid. Just email hello@vividbeginnings.co.uk within 48 hours of your order.

2. After the preview is generated, before going live

If you have seen the AI-generated preview and are not satisfied, we will:

• Generate up to 3 complete redesigns with different layouts and style parameters, at no additional cost
• Provide 1 round of detailed revisions to your chosen design

If after all of these attempts you are still not happy, we will refund 75% of the total amount paid. The 25% we retain covers the AI generation costs, design time, and administrative work carried out up to that point.

3. After your website has gone live

Once your website has been deployed to your domain and is publicly accessible, the service has been fully performed and no refund is available. This is because:

• The website is bespoke and cannot be resold or reused for any other customer
• The service has been delivered in full, with your explicit consent
• You will have passed the "Approve and Go Live" step, which records your acceptance of the work

However, if you are unhappy after going live, your care plan and self-service dashboard cover ongoing changes. For substantial issues, please contact us and we will do our best to resolve them.

If we fail to deliver

If we are unable to deploy your website within 7 working days of your payment, and the delay is not caused by you (for example, by not providing required information or domain access), you are entitled to a full refund of the amount you paid.

For a website quoted as a project, the delivery date is the one agreed with you in writing before any payment is taken, and that date applies in place of the 7 working days above.

Care plan refunds

The optional Care Plan subscription can be cancelled at any time and cancelling stops all future payments. No refund is available for the current billing month, and we do not pro-rate partial months. If you cancel during the free trial period, no payment is taken at all.

Hosting after cancellation

Hosting is included with an active Care Plan. There is no separate hosting fee and no annual hosting renewal, so there is nothing to refund. If you cancel, your website stays online until the end of the current paid period.

You own your website outright, including the code. When your Care Plan ends we will provide an export of your website files so you can host it wherever you like, or we can quote a one-off fee to move it for you. We will always contact you before taking a website offline.

Stripe fees

Where we issue a refund, the Stripe processing fee from your original payment may not be refunded by Stripe. This is a fee Stripe charges the merchant, and for refunds processed more than 180 days after payment, the fee is retained. We will always refund the full amount you paid where possible.

How to request a refund

To request a refund, email hello@vividbeginnings.co.uk with:

• Your name
• The email address used for your order
• The reason for your refund request

We aim to acknowledge your request within 2 working days and process eligible refunds within 14 working days via Stripe back to the original payment method.

Chargebacks

If you dispute a payment through your bank without contacting us first, we may suspend your website while the dispute is investigated. Please contact us directly first — we are responsive and reasonable, and chargebacks often cause unnecessary delays and bank fees for both parties.

This refund policy forms part of our Terms of Service. Vivid Beginnings is a trading name based in the United Kingdom. UK consumer law applies. If any part of this policy is held to be unenforceable, the remainder continues to apply.