Refund policy

Version 1.0, 11 October 2026.

Our customers are businesses, so consumer cancellation rights do not automatically apply. This policy is a voluntary, fair commitment. Every refund, of any amount, is approved by the proprietor (Jamie Atherton, trading as FirstLook Sites) before it is issued. Our staff and AI tools cannot promise or issue a refund on their own.

Launch package (£395)

We are not VAT registered, so no VAT is charged.

Situation	Refund
You ask to cancel before we start work on your order (before we have begun building or you have sent content)	100%
Cancel after work has started but before the first draft is delivered	75% (£296.25)
Cancel after the first draft is delivered	No automatic refund; we will consider a partial refund case by case
We cannot deliver what was agreed, or miss the delivery date by more than 10 working days for reasons within our control	100% (or your choice of a revised plan)
The site is delivered but materially differs from the agreed scope and we cannot fix it within the two revision rounds	Fair partial or full refund, decided case by case

Not refundable: domain or third-party costs you paid directly; dissatisfaction with style after the two agreed revision rounds were delivered as asked.

Extra pages (£60 each)

Refundable in full until work on that page begins; otherwise as above, pro rata.

Care plan (£19 a month)

Cancel any time by email, effective at the end of the paid month. No refund for part-months. If we fail to provide the service in a month (for example we do not act on a reasonable edit request), we will refund that month on request.

How to ask

Email us at hello@firstlooksites.co.uk with your business name and the reason. We reply within 2 working days to say your request has gone to the proprietor for a decision. Approved refunds go to the original Stripe payment method, normally within 5–10 working days.