ARTinez › Legal › Consumer Cancellation & Refund Information
Consumer Cancellation & Refund Information
If you are a consumer and you have entered into a contract with ARTinez at a distance, this page explains your right to cancel it, how to exercise it, and what happens to your money.
Who this applies to
These rights apply if you are a consumer — an individual acting for personal purposes rather than in the course of a trade, business or profession — and the contract was concluded at a distance without you meeting ARTinez in person. Accepting a proposal we have emailed to you is a contract at a distance.
If you are contracting as a business, these rights do not apply, and the cancellation and termination provisions in the Service Terms section 12 apply instead.
1. Your 14-day right to cancel
If you are a consumer and the contract was concluded at a distance, you have the right to cancel it within 14 days of the day the contract was made, without giving any reason.
If the contract was concluded in person, or while you were knowingly visiting our premises, this right does not apply and the contract is governed by the usual cancellation terms in the Service Terms.
2. How to cancel
To cancel, you must give us a clear statement that you want to cancel the contract. That can be any wording, as long as it is unambiguous. A sample is set out in the model form in section 6 below.
You can send it to us:
- by email to office@artinez.co.uk, with "Cancellation" in the subject line; or
- by post to the ARTinez business address, which is the address on the proposal you accepted.
It is helpful to include your name, the service, and the date of the contract, so that we can find it quickly. If you lose your copy of the proposal, tell us what you remember and we will work it out from our records.
Email is the easiest route, and we recommend it. Sending by post is also valid; your cancellation is effective when we receive it, not when you post it, so please keep a copy.
3. Refunds
If you cancel, any payment you have made will be refunded within 14 days of the day we are told that you are cancelling.
The refund will be made using the same method of payment you used, unless you have expressly agreed a different method. If you paid by card, the amount goes back to the card. We do not issue goodwill credit instead of a refund unless you ask us to.
We may deduct an amount that reflects the value of services supplied up to the point of cancellation, but only where the legal conditions for doing so are met — see section 4.
4. If you have asked us to start work
You can ask us to begin the work during the 14-day period. If you do, your right to cancel does not disappear — you can still cancel, and you may simply have to pay a proportionate amount for the services that have been supplied up to the point of cancellation, where the legal conditions for that are met.
If it is possible that the service will be fully performed within the 14-day period, we will ask you to acknowledge separately that you understand you will lose the right to cancel once the service has been completed. We will make that request in writing before we start, and we will not assume your consent.
Standard early-start request
"I expressly request that ARTinez begins the agreed services during the 14-day cancellation period. I understand that, if I cancel after work begins, I may have to pay a proportionate amount for services supplied up to cancellation, where the legal conditions are met."
5. Digital content and bespoke work
Where a service involves delivering digital content — for example a website, its design files or its source code — the rules about losing the right to cancel as digital content is supplied are dealt with separately, and the wording required by the law is included in the proposal you accept. We do not apply a single blanket cancellation waiver across all work, and we will not ask you to waive a right you have not yet lost.
If you have already paid for something that has been supplied and the service is faulty or does not match its description, you may have separate rights to have it put right, to a price reduction, or to a refund. Those rights are not affected by anything on this page.
6. Model cancellation form
You may cancel using this form. It is not necessary to use it — any clear statement of intent will do — but it makes everything easier for both of us. You can copy it into an email and send it to office@artinez.co.uk, or print it and post it to the ARTinez business address shown on the proposal you accepted.
Model cancellation form
To: Andrei Martinescu trading as ARTinez (sole trader)
Email: office@artinez.co.uk
By post: the ARTinez business address shown on the
proposal you accepted
I hereby give notice that I cancel my contract for the supply of the following service:
7. Contact
Questions about cancellation or refunds? Email office@artinez.co.uk. We aim to acknowledge within 3 working days and to resolve the refund within 14 days of being told you are cancelling.