Refund and Cancellation Policy

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1. Scope

This Refund & Cancellation Policy applies to web design, development, digital strategy, branding, maintenance, consulting, and related services purchased from Utu Nanna Studio. It forms part of our Terms & Conditions and each applicable SOW.

Because most services are customized and reserve professional capacity, refund eligibility depends on the work performed, approved commitments made for the project, and mandatory law. If an SOW contains a different project-specific payment or cancellation term, the SOW controls, subject to non-waivable Consumer rights.

2. How to cancel

Send a clear cancellation request to leah@utunannastudio.com. Include your name, company (if any), project name, invoice or payment reference, and the date of the contract or SOW. Cancellation is effective when received, unless a later date is requested.

You do not need to use particular wording. UK Consumers may also use the model cancellation form in Section 10.

3. Project reservation payments and prepayments

An initial payment may reserve project capacity and fund discovery, planning, setup, or other early work. Unless an SOW clearly and lawfully identifies a separate non-refundable booking fee, an advance payment is applied against project fees rather than automatically forfeited.

If the client cancels, we will provide an accounting and apply prepaid amounts to:

• Services actually performed through the effective cancellation date, valued under the SOW or, if no rate is stated, on a reasonable proportionate basis.
• Third-party purchases, licenses, domain costs, stock assets, subcontractor commitments, and other approved costs that cannot reasonably be cancelled or recovered.
• A cancellation or booking charge only if it was clearly disclosed in advance, reflects a legitimate loss or reserved capacity, and is permitted by applicable law.

We will refund any remaining prepaid balance. We will not recover the same loss twice, and we will take reasonable steps to reduce avoidable loss.

4. Cancellation before work begins

If cancellation occurs before substantive work begins, we will refund amounts paid, less any lawful, clearly disclosed booking fee and approved non-recoverable third-party cost. For a UK Consumer cancelling within the statutory period, Section 9 controls.

5. Cancellation after work begins

If cancellation occurs after work begins, the client must pay for work completed and approved non-cancellable commitments through the cancellation date. We will stop avoidable future work promptly and refund any excess prepayment after final reconciliation.

Upon payment of the final balance, we will provide completed, paid-for deliverables in their then-current state if legally and technically transferable. Drafts, internal tools, rejected concepts, and unpaid work remain subject to the intellectual-property provisions in the Terms & Conditions.

6. Client delays, pauses, and abandonment

If required content, access, feedback, approval, or payment is late, we may pause the project and adjust the schedule. We will give written notice before treating a project as abandoned.

If the client remains unresponsive for 30 days after written follow-up, we may close the project. Closure is treated as a client cancellation for accounting purposes. Restarting later depends on availability and may require a new schedule, updated pricing, and payment of outstanding amounts.

7. Rescheduling and scope changes

A reasonable scheduling request is not automatically a cancellation. We will try to accommodate it, but cannot guarantee the original dates. Material scope changes require a written change order and may change fees or milestones.

8. Recurring services

For maintenance, support, hosting administration, or other recurring services, the SOW states the billing cycle and any minimum term. Unless the SOW states a lawful minimum commitment, the client may cancel renewal by notifying us before the next billing date. Cancellation takes effect at the end of the paid billing period, and partial-period refunds are not normally provided except where required by law or where we stop the service without cause.

We will provide any renewal or cancellation notices required by applicable consumer law. Nothing in this section limits a Consumer’s statutory cooling-off, renewal, termination, or refund rights.

9. UK Consumer cancellation rights

This section applies only if you are a Consumer in the United Kingdom and enter a distance or off-premises contract for services. It does not apply when you contract mainly for business purposes.

9.1 Fourteen-day cooling-off period

You normally have 14 calendar days from the day the service contract is concluded to cancel without giving a reason. To meet the deadline, send a clear cancellation statement before the period expires.

9.2 Starting work during the cooling-off period

We will not begin services during the cooling-off period unless you expressly request an early start. If you request an early start and then cancel before completion, you may be required to pay a proportionate amount for services supplied up to cancellation, based on the total agreed price, but only as allowed by law and after the required pre-contract information has been given.

If the service is fully performed within the cooling-off period, the right to cancel is lost only where you expressly requested early performance and acknowledged in advance that full performance would end that right.

9.3 Refund timing and method

Where a statutory refund is due, we will initiate it without undue delay and no later than 14 days after we are informed of the cancellation. We will use the same payment method unless you expressly agree otherwise, and we will not charge a reimbursement fee where prohibited.

9.4 Service quality rights

UK Consumers also have mandatory rights where services are not performed with reasonable care and skill, do not match agreed information, or are not performed within the agreed or a reasonable time. Available remedies may include repeat performance or an appropriate price reduction. This Policy does not restrict those rights.

10. Model cancellation form for UK Consumers

Complete and return this form only if you wish to cancel a qualifying contract. A clear email with the same information is also sufficient.

Field

Details

To

Utu Nanna Studio — hello@utunannastudio.com

Notice

I/We hereby give notice that I/We cancel my/our contract for the following services:

Contract date

Consumer name

Consumer address

Date / signature

Signature is needed only if this form is sent on paper.

11. Refund processing through Stripe

Approved refunds for Stripe payments are normally returned to the original payment method. After we initiate a refund, the timing is controlled by Stripe, the card network, and the customer’s bank or payment provider. Card refunds commonly appear in approximately 5–10 business days, though some methods or failed refunds can take longer.

A refund issued soon after payment may appear as a reversal, meaning the original charge disappears rather than a separate credit appearing. We will provide available refund confirmation or reference information on request.

12. Non-refundable third-party costs

Domains, licenses, subscriptions, stock assets, fonts, platform charges, subcontractor bookings, currency conversion, and similar third-party costs may be non-refundable after purchase. We will identify material costs for approval where practicable and pass through any refund or credit we actually recover, subject to the SOW and law.

13. Refunds for our cancellation or material breach

If we cancel without client breach, we will refund prepaid fees for services not performed and transfer paid-for work that can reasonably be delivered. If services materially fail to meet an express warranty or mandatory standard, we will first offer correction or repeat performance where appropriate; if that is impossible, not completed within a reasonable time, or would cause significant inconvenience, an appropriate refund or price reduction may be available.

14. Payment disputes

Contact us at hello@utunannastudio.com before filing a chargeback so we can investigate. This request does not limit a Consumer’s right to contact the card issuer or exercise statutory remedies. Fraudulent or abusive disputes may be contested with project records and payment evidence.

15. Changes to this Policy

We may update this Policy for future purchases. The version in effect when an SOW is accepted will continue to govern that project unless the parties agree otherwise or a legal change must apply.

Contact

Email: leah@utunannastudio.com

Website: utunannastudio.com

Postal address: 42041 Cypress Pkwy, Unit 4 PMB 5001, Punta Gorda, FL 33982, USA