Payment and Refund Policy
How we agree prices, take payment and deal with cancellations and refunds.
How prices and orders are agreed
Our published prices apply to every order. Where a service is priced by quantity or the website shows an estimate, we state the final amount in writing before any work starts, based on the details you give us. Nothing is agreed or paid on the website itself: the order takes effect when you accept our written confirmation.
How a refund is made
Refunds are made to the original payment method within 14 days of being agreed; if that method can no longer be used, we transfer the amount to a bank account you confirm to us in writing at hello@newflare.net, without any fee. A service carried out as agreed is not refunded, and for work only partly done we refund the part not provided, less material or third-party costs agreed with you in advance.
Paying invoices
Unless otherwise agreed, payment is due within 14 days after invoicing, and the accepted methods are listed on each invoice, which we send to you by email. Where an advance payment or payment by instalments has been agreed, the amounts and the dates are set out in the quotation. If an invoice remains open, we send a written reminder.
Complaints about our work
If you are not satisfied with our work, please describe the problem in writing to hello@newflare.net within 14 days of the service, while the details are still fresh. We look into it and suggest a correction, a repeat of the service, a partial refund or another solution that fits the case.
Right to cancel
Where the Consumer Contracts Regulations 2013 give you a right to cancel a contract agreed by telephone, by email or online, that right applies in addition to this policy. Written notice to hello@newflare.net within the statutory period is enough, and any work you expressly asked us to begin before withdrawing is then settled separately.