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Refund & Return Policy

Last updated: 27 October 2026

1. What this policy covers

This policy explains when you can cancel work with LaingLogic and what you get back when you do. It covers Origin, Evolve and the monthly extras for an Origin site: hosting, the care plan and the AI chat assistant. LaingLogic is the trading name of Ellis Laing, a sole trader based in Glasgow, United Kingdom. Everything I supply is a service made for one client, so there are no goods to return.

There are two separate routes:

  • You changed your mind: if you are a consumer, you can cancel within 14 days of agreeing the work (section 3). After that, sections 4 to 7 set out how each build or plan ends.
  • Something is wrong: if the work is faulty or not as agreed, you are entitled to have it put right, and the 14 days do not limit that (section 8).

Read it with my Terms & Conditions and my Subscription Policy, which explains how the monthly plans run. Your proposal gives the prices and dates for your project. Where your proposal says something different from this policy, the proposal applies, unless that would take away a right the law gives you.

2. Business clients and consumers

Most of my clients buy for a business. Some of the rights below belong only to consumers: people buying wholly or mainly for themselves, outside any trade, business or profession. A sole trader buying a website for their business is a business client. Your proposal records which you are, and if it records a business, you are confirming that you are buying for the business named on it. Where a section applies to only one of the two, it says so. Evolve and the monthly extras in section 7 are for business clients only, so a consumer can buy an Origin build but not a monthly plan.

If you buy for a business, the consumer rights in this policy (the 14 days in section 3 and the Consumer Rights Act remedies in section 8) do not apply to you, and everything else does. If you are a consumer, nothing in this policy takes away or limits your statutory rights.

3. Consumers: your 14-day right to cancel

If you are a consumer, you can cancel within 14 days, starting the day after we agree the work, whether we agreed it online, by email, by phone, on WhatsApp or anywhere other than my office. You do not need to give a reason.

  • I do not start work in those 14 days unless you ask me to in writing. An email is enough.
  • If you ask me to start and then cancel within the 14 days, you pay for the work done up to the day you tell me, in proportion to the full price we agreed. Everything else you paid comes back to you, the deposit included.
  • If, when you ask me to start, you also acknowledge that you will lose the right to cancel once the work is complete, the right ends when the work is complete.
  • If I send you your site's files within the 14 days, I first ask you to agree to that and to acknowledge that the right to cancel ends when they are sent.

These limits come from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and they never affect your rights if something is wrong.

To cancel, send me a clear statement before the 14 days run out. You can use the model form in section 9, but you do not have to.

4. Deposits for Origin

An Origin build starts with a deposit of 10% of the build price in your proposal. I invoice it when you accept the proposal, and I start the build once it is paid. It reserves your place in my schedule and pays for the discovery and planning at the start of the build. The rest of the price is paid as your proposal sets out.

  • Business clients: the deposit is non-refundable once I have started that work.
  • Consumers: I keep only the part of the deposit that covers work I have done and costs I cannot recover, and refund the rest. Within the first 14 days, section 3 applies instead.
  • If I cancel the build for a reason that is not your fault, I refund the deposit in full.

5. Cancelling an Origin build

Either of us can end an Origin build by telling the other in writing.

  • You pay for the work done up to the day the build ends, measured against the stages in your proposal. If you have paid more than that, I refund the difference. If you have paid less, I invoice the difference.
  • Once the site has been handed over and you have approved it, the build is complete and there is nothing left to refund. Faults are covered in section 8.
  • If a build waits on you for more than 60 days, I may close it as section 7 of my Terms & Conditions sets out, and this section then applies.

6. Ending Evolve

Evolve has a 12-month minimum term. There is no build fee: the cost of building your site is spread across that term, which is why your proposal shows the total payable over the term beside the monthly fee.

  • Your first month's fee is invoiced when you accept your proposal, and I start once it is paid. After that, fees are invoiced monthly in advance. A month that has started is not refunded, except as this section says.
  • After the minimum term, you can end the plan at any time. It ends one month after you tell me, and I refund anything you have paid for time after that date.
  • You can end the plan during the minimum term by paying the monthly fees left in that term, less any costs I save because it ends early.
  • If I end the plan early for a reason that is not your fault, you pay nothing more and I refund any fees paid for time after the plan ends.

That payment is the price of leaving the minimum term early, not a penalty: the plan has no build fee, so the cost of building your site is recovered across the term.

For example, if you end a £175 monthly plan after four months, eight fees are left in the term, so you pay £1,400, less any costs I save.

Once your account is settled, including anything owed under this section, the design and code made for your site are assigned to you, as my Terms & Conditions set out.

7. Monthly extras

Hosting for an Origin site, the care plan and the AI chat assistant run month to month with no minimum term. Each ends one month after you tell me, and I refund anything you have paid for time after that date.

8. Faulty work

If something I built does not work as your proposal describes, or as it did when I handed it over, tell me and I will put it right at no charge. Origin includes 30 days of fixes after launch, and Evolve includes fixes for as long as the plan runs.

A fault is something wrong in my work, judged on the browsers and devices in current use at handover. It is not a change of mind, new work outside the agreed scope, or a change made after handover by you, anyone else, a browser, a platform or a third-party service. Putting something right is not an admission of liability.

If you are a consumer, the Consumer Rights Act 2015 also requires me to do the work with reasonable care and skill. If I cannot put a fault right within a reasonable time, or without causing you significant inconvenience, you are entitled to a price reduction, which can be a full refund. The 30 days of fixes after an Origin launch are given on top of these rights and do not limit them.

This is a summary, not a limit on your statutory rights.

9. How to cancel

Email enquire@lainglogic.com with your name and the build or plan you are ending. I reply within 2 business days to confirm the end date and anything owed either way.

If you are a consumer, you can copy this model cancellation form into your email or a letter:

To: LaingLogic, Office 1, Technology House, 9 Newton Place, Glasgow, G3 7PR, enquire@lainglogic.com
I give notice that I cancel my contract for the supply of the following service: [the service]
Agreed on: [date]
Name: [your name]
Address: [your address]
Signature: [only if you send it on paper]
Date: [date]

10. When refunds are paid

A refund goes back the way you paid: to your card through Stripe, or to your bank account if you paid by bank transfer. I do not charge a fee for it.

  • If you are a consumer cancelling within the 14 days in section 3, I refund you within 14 days of the day you tell me.
  • Any other refund is paid within 14 days of us agreeing the amount.

How quickly the money then appears is down to your bank or card issuer.

11. Card disputes

If a payment has gone wrong, please email me first: most problems are sorted within a day or two. This does not affect your right to ask your card provider for a chargeback.

12. Governing law

This policy, and any dispute or claim arising out of it, is governed by the law of Scotland. If you are a business client, the Scottish courts (the Sheriff Court or the Court of Session) have exclusive jurisdiction. If you are a consumer, you may bring proceedings in Scotland or in the courts of the part of the United Kingdom where you live, and I will bring proceedings against you only in the courts of the part where you live. Scots law applies without taking away any protection you have under the law of the place where you live.

13. Changes to this policy

I may update this policy. The date at the top of this page shows the current version. A change applies to agreements made after that date. An agreement already in place keeps the version you accepted unless we both agree to change it.

14. Contact

For any questions about this policy, email me at enquire@lainglogic.com.