Refund & cancellation policy.

Nothing to pay for an enquiry

This website takes no payments. Quotes are free. Payment and cancellation terms for a project are confirmed in writing before you commit.

Business projects

For a business-to-business project, cancellation follows the written agreement. Unless a more favourable term is agreed, approved work already completed and approved, non-recoverable third-party costs are itemised; the unused balance of any advance payment is refunded. There is no automatic “non-refundable deposit” rule. A final account is provided before the balance is settled.

Consumer distance contracts

If you contract as a consumer and the statutory distance-contract rules apply, you normally have 14 days from concluding a service contract to withdraw without giving a reason. Refunds due on withdrawal are made within 14 days of notification, using the original payment method unless you agree otherwise, without a refund fee.

Work during that period starts only after your separate express request. If you then withdraw, a proportionate charge for services already supplied may apply where the legal conditions are met. The withdrawal right is lost after full performance only with the required prior express consent and acknowledgement. An enquiry or the age checkbox does not give that consent.

A bespoke website is not automatically exempt just because its design is customised. Mandatory remedies for faulty or undelivered services remain available.

How to cancel or ask for a refund

Request cancellation or a refund. Include your name, the date of agreement or invoice reference, and whether you want to cancel or report a problem. No special form is required and you do not need to give a reason for statutory withdrawal.

You can use this wording in an email: “I withdraw from my contract for [service], agreed on [date]. My name is [name].” Do not include card or bank details in the initial request. Sending a request does not itself move money; Kennert will review and respond.

If the agreed work cannot be delivered

Kennert will discuss correction or a revised delivery date with you. Any refund for undelivered work will be assessed against the agreement and your mandatory rights. Contact Kennert first so the issue and requested resolution can be recorded.