Refunds & cancellation
What happens if you change your mind, if we get something wrong, or if a project stops partway through. Written in plain English, and applied the same way every time.
Last updated 9 September 2026
1. Summary
We sell fixed-price creative and technical services, listed with their prices and turnaround times on our services and pricing page. This policy explains when you can cancel, what you will be charged, and how refunds are paid. It applies to every order placed with Momentum Research Ltd.
In short: work we have not started is refunded in full. Work we have started is charged for what has actually been done, and the rest is refunded. If a deliverable is not what we agreed, we fix it or refund it.
2. If you are a consumer
If you are buying as an individual rather than for a business, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of your order being accepted, without giving a reason.
Starting work inside the 14 days
Most of our turnaround times are shorter than 14 days, so we will normally ask you to confirm that you want work to begin straight away. If you give that confirmation and then cancel during the 14-day period, you are entitled to cancel but you must pay a proportionate amount for the work already carried out up to the point you told us you wished to cancel. If work has been completed and delivered in that time with your agreement, the right to cancel is lost.
Bespoke work
The statutory cancellation right does not apply to goods or digital content made to your specification or clearly personalised once production has begun. In practice we still apply the proportionate refund described above, because we would rather be straightforward than technical.
3. If you are a business
Business clients may cancel any order at any time by writing to us. The amount refunded depends on how far the work has progressed:
| When you cancel | What you pay |
|---|---|
| Before we have started | Nothing. Any payment taken is refunded in full. |
| After work has started, before first delivery | The proportion of the work completed to date, assessed honestly and itemised for you in writing. |
| After first delivery | The full price of that deliverable. Any further deliverables in the same order that have not been started are refunded. |
4. Deposits
Orders over £150 are split into a 50% payment on acceptance of the written scope and a 50% balance on delivery. The initial payment is a deposit against work, not a booking fee. If you cancel before we start, it is refunded in full. If you cancel after we start, it is applied against the work completed and any remainder is returned to you.
Orders of £150 or less are charged in full at the point of order. The same cancellation terms apply.
5. Monthly and retained services
Website care plans can be cancelled at any time and will stop at the end of the current paid month. Managed media has a minimum term of three months and then continues monthly. Retained advisory runs monthly with 30 days’ written notice on either side.
We do not refund part-months once a month has begun, because the capacity has been held for you. We will not bill a further month once you have given notice.
6. If the work is not right
Every deliverable includes two rounds of revisions. If something is not what we agreed, tell us and we will correct it — that is what the revision rounds are for, and we do not treat them as a favour.
If after those revisions the deliverable still does not match the written scope, you may ask us to either remake it at our cost or refund it. We will not argue the point where the scope is clear. Where the disagreement is about taste rather than scope, we will offer a further revision round at our cost before discussing a refund.
This does not affect your statutory rights under the Consumer Rights Act 2015 to services carried out with reasonable care and skill.
7. If we cancel
If we cannot complete an order — capacity, illness, or because we have concluded we are not the right studio for it — we will tell you immediately and refund everything you have paid for work not yet delivered. Where we have caused a delay that matters to you, we will say so and refund in full rather than hold you to the order.
8. How to cancel or request a refund
Write to info@momentumresearchltd.com with your order reference and, if you wish, the reason. You do not have to give a reason.
- We acknowledge every cancellation request within one working day.
- We confirm the amount refundable, itemised, within three working days.
- Refunds are paid within five working days of that confirmation, and always within 14 days of you telling us you wish to cancel.
- Refunds are made in pounds sterling to the original payment method. We cannot refund to a different card or account.
Your bank may take a few further days to show the money, and any currency conversion difference between the original charge and the refund is set by your bank rather than by us.
9. Before you raise a chargeback
If something has gone wrong, please contact us first. We would far rather resolve it directly and quickly than have it go through a card scheme, and in almost every case we can. Raising a dispute without contacting us does not get your money back any faster.
10. Contact
Momentum Research Ltd
3rd Floor, 86–90 Paul Street, London EC2A 4NE, United Kingdom
Registered in England and Wales, company number 17108789
info@momentumresearchltd.com
We reply to all enquiries within one working day, Monday to Friday.