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Cancellation and Refund Policy

How to cancel, what is refunded, and how to keep your website and domain when you leave.

Last updated 13 November 2026Version 1.0 (draft)
Draft for review. This wording is a starting point written from your business details. Have it checked by a UK solicitor before the site goes live.

1.How to cancel

  1. 1.1You can cancel your website plan, an add-on or an extra domain from your client area, or by emailing support@webrobin.co.uk from the email address on your account.
  2. 1.2Cancellations need 30 days' notice. Your service continues until the end of the billing period after the 30 days, and you are billed for that period.
  3. 1.3There is no minimum term and no cancellation fee.

2.Refunds

  1. 2.1Setup fees cover design and build work and are not refundable once your first design has been sent to you.
  2. 2.2If you cancel before we send your first design, we refund the setup fee and first month in full.
  3. 2.3Monthly fees are not refunded for a month that has started.
  4. 2.4One-off add-ons, such as the WhatsApp chat button, are not refundable once the work is done.
  5. 2.5Domain registrations and renewals are not refundable once processed, because the registry charges us straight away.
  6. 2.6If we end your plan without you being at fault, we refund any amount paid for the period after the plan ends.
  7. 2.7Consumers have extra cancellation rights, set out in clause 13 of our Terms of Service.

3.Keeping your website when you leave

  1. 3.1You can buy your website files when you leave for a one-off buy-out fee: £150 for Starter, £250 for Business or £350 for Pro.
  2. 3.2You can request the buy-out at any time during your notice period, or within 30 days after your plan ends.
  3. 3.3Once the buy-out invoice is paid, we send you a download link with your website files within 5 working days. You can then host the website anywhere you like.
  4. 3.4The buy-out includes the pages, design, images we are allowed to transfer, and your content. It does not include our client area, hosting, email accounts or third-party software.

4.Your domain and email

  1. 4.1Your domain is registered in your name and stays yours. We will provide the authorisation code or change the IPS tag free of charge so you can move it.
  2. 4.2Email accounts close when your plan ends. Please save or move any emails you want to keep before then. We can help you export them during your notice period.

5.After your plan ends

  1. 5.1Your website shows a holding page and email stops being delivered.
  2. 5.2We keep a backup for 30 days, during which you can restart your plan or buy out your website. After 30 days we delete it permanently.

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