Cancellation
& Refund Policy

This policy applies to consultation bookings and customised design services provided by ATELIERFRASE LTD. It explains our standard cancellation and refund arrangements for appointments, design work and digital files.

If your order includes several separate services, the cancellation terms may be applied to the part of the order being cancelled. Any amount already paid for completed, separately agreed work will be assessed in line with these terms and applicable law.

Nothing in this policy removes any consumer rights that cannot legally be excluded or restricted.

To cancel, email support@atelierfrase.uk with your name, order reference, the service you wish to cancel and your requested cancellation date.

Please send your request from the email address associated with your booking where possible. We will acknowledge your request within two working days and confirm the applicable cancellation terms and any refund due.

Your cancellation date is normally the date we receive your written request. If you exercise a statutory cancellation right, the relevant legal rules determine whether your notice is valid and when the cancellation takes effect.

A request to cancel is not complete simply because you stop attending a consultation or stop replying to messages. Please contact us directly so we can confirm the position.

For eligible cancellations of a consultation or a design service that has not yet begun, the following scale sets out the standard refund percentage of the amount paid for the cancelled service. The percentage is based on when we receive your cancellation request in relation to the confirmed appointment or agreed start date.

The percentages above are standard terms for eligible cancellations, not an automatic right to retain money in every circumstance. They do not override statutory cancellation rights, refunds due for our failure to provide the service, or any other rights that apply under UK law.

If work has already started, any refund will also take account of the applicable legal rules and the service actually provided. We will explain our calculation rather than applying a deduction without an identifiable basis.

You may request cancellation in situations such as:

• You no longer need the consultation and notify us in writing.
• Your wedding plans have changed and you no longer require the design service.
• You selected the wrong service and contact us before work begins.
• You need to cancel because of a change in circumstances.
• You have paid for a service that we have not yet started providing.
• You qualify for a statutory cancellation or refund right under applicable consumer law.

We will review the timing of your request, the status of the work and the terms confirmed at purchase. Where a cancellation is eligible, we will explain the refund amount and expected processing time.

Under the standard cancellation scale, a refund may not be available for a late cancellation. Other situations also need to be considered individually, including:

• You do not attend a confirmed appointment and have not contacted us.
• You cancel after the agreed service has been completed and delivered, where no applicable cancellation or refund right remains.
• You request a change of mind after approving final artwork and the agreed service has been completed, subject to statutory rights.
• You ask for work outside the original scope after the original service has already been delivered.
• You provide incorrect event details or wording and approve the final proof containing those details.

These examples do not mean that every completed digital service is automatically non-refundable. Your legal rights depend on the nature of the contract, the timing of delivery, any required consent and acknowledgement, and whether the service has been performed as agreed.

If we have not provided the service as agreed, or if a statutory right to a refund applies, we will assess your request on that basis rather than relying solely on the standard cancellation scale.

Once we approve a refund, we aim to submit it within five working days. Refunds are normally sent back to the original payment method unless another method is legally required or separately agreed with you.

• Our processing: normally within 5 working days after the refund amount is confirmed.
• Bank or card processing: commonly 5–10 working days after the refund is submitted, depending on the payment provider and your bank.
• Longer delays: some providers or international transactions may take longer. If the refund has not appeared after 10 working days, contact us so we can check its status.

Working days exclude Saturdays, Sundays and public holidays in England and Wales. The time it takes for funds to appear in your account is partly controlled by your payment provider and bank, so we cannot guarantee an exact arrival date.

If you paid through a third-party payment service, the refund will be handled through the relevant payment arrangement. We will provide available confirmation details where appropriate.

If you need to change your consultation date or time, please contact us at least 24 hours before the appointment. We will try to arrange one alternative appointment, subject to availability.

A rescheduled appointment must be confirmed by us in writing. If we cannot agree on a suitable alternative, we will explain the available cancellation and refund options based on your booking terms and applicable law.

Repeated changes, missed appointments or requests to move a booking after work has begun may affect the project timeline. Any additional fee must be explained and agreed before it applies.

If we need to cancel a confirmed consultation, we will contact you as soon as reasonably possible and offer a replacement appointment where practical.

If we cannot provide a service you have paid for and no suitable alternative is agreed, we will refund the amount paid for the affected service. If only part of an order is affected, we will explain how the refund is calculated.

If delivery is delayed, we will let you know and discuss a revised timeframe. Where the delay or non-performance gives you a legal right to cancel or receive a refund, we will honour that right.

Our services may involve personalised wedding invitations, RSVP cards, thank-you cards and other agreed digital artwork. Once a design has been prepared, the amount of work completed may affect the available refund, subject to applicable law.

Please check names, dates, venue details, wording, spelling and layout carefully before approving a design. If an error results from information you supplied or artwork you approved, we will review the issue and discuss reasonable options.

If a file contains an error caused by our failure to follow the approved brief, please contact us within 7 calendar days of delivery with a description of the issue. We will assess whether a correction, replacement file or other appropriate remedy is needed. This request period does not limit any statutory rights you may have.

For digital content supplied without a physical medium, any immediate supply before the end of a statutory cancellation period will only take place with the required express consent and acknowledgement where the law requires them. A blanket statement that all digital orders are non-refundable does not replace those requirements.

We understand that unexpected circumstances can arise. If an illness, family emergency, transport disruption or another significant event affects your booking, please contact us as soon as possible. We will consider the circumstances and discuss whether rescheduling or another arrangement is appropriate. Such circumstances do not automatically guarantee a full refund.

We are not responsible for delays caused by circumstances reasonably outside our control, such as significant service interruptions or events that prevent us from accessing essential systems. We will make reasonable efforts to keep you informed and agree on the next steps.

We cannot guarantee that a design will look identical on every screen or printer, as colour reproduction, paper and printing conditions can vary. This does not affect your rights if a service or product fails to meet the applicable legal standard.

Nothing in this policy excludes or restricts liability where doing so would be unlawful, including liability for fraud, or removes your statutory consumer rights. Any refund decision will be made in accordance with the agreed service terms and applicable law.

If you need to cancel a booking, request a refund or ask about the progress of a refund, contact us with your order reference and a short explanation. We aim to acknowledge your message within two working days.