Refund policy
The Brand Uncovered
Last updated: 18 September 2026
We understand that circumstances can change. This policy explains how cancellations and refunds are handled for creative services purchased from The Brand Uncovered.
Nothing in this policy affects statutory rights that apply to you.
1. Before Work Begins
If you need to cancel a project before work has begun, contact us as soon as possible.
Where no work has been completed and no non-recoverable project costs have been incurred, we will assess the cancellation and any refund due.
Where we have already incurred reasonable costs directly connected with your project, these may be taken into account where permitted by law.
2. Once Work Has Started
Once creative work has begun, refunds are not automatically calculated on an all-or-nothing basis.
If you cancel after work has started, any refund will be assessed according to:
- The amount of work already completed;
- The stage reached in the project;
- Reasonable project costs already incurred;
- Any third-party expenses authorised for the project; and
- Any applicable statutory rights.
You may therefore be required to pay for work already supplied up to the date of cancellation.
3. Consumer Cancellation Rights
If you are purchasing our services wholly or mainly for purposes outside your trade, business, craft or profession, you may be considered a consumer.
Where the law gives you a 14-day cancellation period for a service contract made online or at a distance, that period generally begins after the contract is entered into.
If you ask us to begin providing the service before that cancellation period has ended and later cancel during the cancellation period, you may be required to pay an amount proportionate to the services already provided.
Where a service has been fully performed during the cancellation period following the legally required request and acknowledgement, your right to cancel may end.
These rights do not generally apply in the same way to clients purchasing services wholly for business purposes.
4. Requesting an Early Start
Where applicable, we may ask a consumer wishing us to start immediately to confirm:
“I request that The Brand Uncovered begins providing my service before the end of my 14-day cancellation period. I understand that if I cancel after work has begun, I may need to pay for work provided up to the point of cancellation and, where the service is fully performed in accordance with the legal requirements, I may lose my right to cancel.”
This should be actively agreed rather than assumed simply because payment has been made.
5. Change of Mind About a Design
Design is subjective.
A change of personal preference does not automatically mean that the service is defective.
Where you would like reasonable alterations within the agreed creative direction, these should be handled through the revisions included within your package.
Requests for a completely different direction may constitute additional work.
6. Completed Projects
Once the agreed service has been completed and final deliverables supplied, change-of-mind refunds will not normally be available where there is no remaining legal cancellation right.
This does not affect your legal rights if a service has not been provided with the standard required by law or has materially failed to match what was agreed.
7. Additional Revisions
Payments made for additional revisions or additional creative work will be treated in the same way as the main service and assessed based on work already provided if cancelled.
8. Third-Party Costs
Costs paid to third parties specifically for your project may not be recoverable from that third party.
Where permitted by law, genuinely non-recoverable project costs may be deducted from a refund.
9. Cancellation by The Brand Uncovered
If we are unable to complete your project for reasons that are not caused by you, we will contact you.
Any refund due will take into account the part of the agreed service already supplied and applicable statutory rights.