Refund policy

This policy sets out your right to withdraw from a contract, how to exercise it, what happens when work has already begun, and how and when refunds are paid. It is written to meet Directive 2011/83/EU on consumer rights and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and it forms part of our terms and conditions.

1. Who this applies to

The statutory right of withdrawal described in sections 2 to 7 applies to consumers — individuals acting wholly or mainly outside their trade, business, craft or profession — who buy at a distance. Business customers are covered by section 9 and by the terms and conditions.

2. Your right to withdraw

You have 14 calendar days to withdraw from a service contract without giving a reason and without incurring any cost beyond what is described in section 5. The period begins on the day the contract is concluded, which is the day we send your order confirmation. If that period ends on a weekend or public holiday it runs to the end of the next working day.

3. Why checkout asks you to confirm two things

Our services usually start well inside the 14-day period, because that is the point of buying them. European and UK consumer law allows performance to begin during the withdrawal period only if you expressly request it, and it requires us to tell you that you will lose the right to withdraw once the service has been fully performed. That is exactly what the checkbox at checkout does. Ticking it is your express request; it also records your acknowledgement of the effect. The confirmation is stored against your order with a timestamp, and a copy is included in your order confirmation email.

You are free not to tick it. In that case we will not begin work until the 14 days have elapsed, and the delivery window starts from the end of that period.

4. Digital content and instant downloads

Where a product is supplied as an instant download rather than as a service, the right of withdrawal is lost once downloading has begun, provided you gave your prior express consent and acknowledged that consequence. Checkout obtains both before the download link is released. Until you start the download, you may withdraw and receive a full refund.

5. Withdrawing after work has started

If you asked us to begin and the service has not yet been fully performed, you may still withdraw within the 14 days. You then pay an amount proportionate to what has actually been supplied up to the moment you communicated your withdrawal, measured against the full contract price. We will show you the calculation.

If the service has been fully performed within the 14 days, having begun at your express request and with your acknowledgement, the right of withdrawal no longer applies. Your rights in respect of defective work under section 8 are unaffected.

If you did not ask us to begin early, and we have not begun, you receive a full refund.

6. How to withdraw

Tell us by a clear statement before the 14 days expire. Email info@universalvisionlabs.com, or telephone +44 7361 584215 and follow up in writing so there is a record. Send it to Universal Vision Limited, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. Sending the statement before the deadline is enough; it does not matter if it reaches us the following day.

You may use the model form below, but you are not obliged to.

Model withdrawal form

To Universal Vision Limited, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom, info@universalvisionlabs.com:

I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following service:

Service ordered: ______________________
Order number: ______________________
Ordered on / received on: ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Signature of consumer(s) (only if this form is notified on paper): ______________________
Date: ______________________

We acknowledge receipt of any withdrawal on a durable medium without delay, normally the same or next working day, and confirm what has been supplied and what will be refunded.

7. Refunds: how and when

We refund all payments received from you, less any proportionate amount due under section 5, without undue delay and no later than 14 days after the day we are informed of your withdrawal. Refunds are made using the same means of payment you used, and you are not charged any fee for the refund. Where your bank applies its own conversion or handling charge on the return, that charge is a matter between you and your bank.

8. If the work is defective — separate from withdrawal

Independently of any right to withdraw, services must be performed with reasonable care and skill, in conformity with their description, and within the stated window. If a deliverable does not conform, tell us. We will re-perform the affected part at no cost and within a reasonable time. Where re-performance is impossible, or cannot be done without significant inconvenience to you, you may require an appropriate price reduction or, where the failure is serious, terminate and receive a refund for the non-conforming part. These are statutory rights and are not limited by any other part of this policy. Time limits under national law for bringing such claims continue to apply.

9. Business customers

Business customers have no statutory right of withdrawal. An order may be cancelled before work has begun for a full refund. Once work has begun, you pay for what has been delivered and for work irrevocably committed, and we refund the balance. Claims about the quality of work are handled under clause 9 of the terms and conditions.

10. Missed delivery windows

If we miss a stated delivery window for a reason on our side, you may set a short additional period appropriate to the circumstances. If we fail again, or if the window was essential and you told us so before ordering, you may terminate immediately and we refund all sums paid for the part not performed, without undue delay.

11. Chargebacks

If you believe a payment is wrong, contact us before instructing your bank; direct resolution is almost always faster. Where a chargeback is raised on a service that has been delivered in accordance with the contract, we will provide the order record, the timestamped immediate-start confirmation and the delivery evidence to the payment provider.

12. Complaints and dispute resolution

Complaints go to info@universalvisionlabs.com or +44 7361 584215. We acknowledge within one working day and answer within five working days, or explain the delay and give a date no later than 20 working days from your first contact. Consumers in the European Union may also approach an approved alternative dispute resolution body in their country of residence. Your right to go to court is unaffected.

Company and contact details

These details apply to everything on this page. They are also the details you should use for any formal notice.

The registered office is a correspondence address. All services are performed and delivered remotely; there is no walk-in office and no facility for visitors.