Refund policy

Last updated: 27 July 2026

This policy explains how cancellations and refunds work for the design and development services provided by Eleven Mile Lane. It should be read together with our Terms of Service. Because we provide bespoke, made-to-order services rather than physical products, refunds work differently to a typical online shop.

Booking fee

To secure your project slot and begin work, we take a booking fee of 50% of the agreed price. This reserves our time and covers the initial stages of your project.

  • Before we start work: if you cancel before we have begun any work on your project, we will refund your booking fee, less any costs we have already incurred on your behalf (for example third-party assets, apps or domains purchased for your project).
  • After we start work: once work has begun, the booking fee is non-refundable, as it covers the time and work already carried out.

Your right to cancel (distance selling)

If you are a consumer and you engage us at a distance (for example online or by phone), you normally have a 14-day cooling-off period under the Consumer Contracts Regulations 2013 in which you can cancel a service contract.

Because most clients want us to begin promptly, by paying the booking fee and asking us to start you are requesting that we begin the services during this 14-day period. This means:

  • If you cancel after we have started but before the work is fully complete, you must pay for the work carried out up to the point you cancel. We will refund any part of your payment that exceeds the value of the work done.
  • Once the services have been fully performed (your project is complete) within the 14-day period at your request, the right to cancel no longer applies.

This does not affect your legal rights.

Cancelling part-way through a project

You can cancel a project at any time by contacting us (see below). If you cancel part-way through:

  • You pay for the work completed up to the cancellation date;
  • The booking fee is applied against that work;
  • If the value of the work done is less than the booking fee, we will refund the difference at our reasonable discretion; if it is more, any additional amount owed will be invoiced.

Balance payments

The remaining balance is due on completion of the agreed work and covers the completed project. Once the finished work has been delivered, handed over, or made live to you, balance payments are non-refundable.

Aftercare and hourly work

Aftercare and small changes are charged at £35 per hour (minimum half an hour, £17.50) and are payable in advance. Once the work has been carried out, these charges are non-refundable.

If something is wrong with our work

We want you to be happy with what we deliver. If there is a fault, error or something that does not match what we agreed, contact us and we will put it right at no extra charge within a reasonable period after delivery. Please tell us as soon as you notice an issue so we can resolve it quickly. This does not affect your statutory rights under the Consumer Rights Act 2015, which entitles you to services carried out with reasonable care and skill.

How to cancel or request a refund

To cancel a project or ask about a refund, email us at info@elevenmilelane.co.uk with your name and project details. We will confirm receipt and set out any amount refundable or payable.

How refunds are made

Any refund due will be made to your original payment method. Please allow up to 14 days for the refund to be processed, plus any additional time your bank or card provider needs to show it in your account.

Contact

Eleven Mile Lane
Email: info@elevenmilelane.co.uk
Tel: 07958 014652