Refund & Cancellation Policy
Last updated: 10 September 2026
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Overview
This page sets out exactly what's refunded, and when, for every service we sell. It works alongside our Terms & Conditions.
Strategy Sessions
Cancel or reschedule free of charge up to 24 hours before your scheduled time. Cancelling within 24 hours, or not showing up, may incur a fee of 50% of the session price (€45); the remaining amount is refunded, or the session is rebooked once at no extra charge.
Project deposits (the 50% due at checkout)
| Cancellation stage | Refund | Condition |
|---|---|---|
| Before the kickoff call | 100% of the deposit | — |
| After kickoff, before the first design presentation | 50% of the deposit | — |
| After the first design presentation | 0% (non-refundable) | You receive all work delivered up to that point |
| Cancelled after design approval, before launch | Work completed to date is invoiced | Capped at the amount of the final payment |
Care Plan
Cancel anytime with 30 days' written notice. There's no refund for a month already started, and unused edit time doesn't roll over to the next month.
Add-ons
Extra page and Additional language follow the cancellation terms of the project they're attached to.
Your right to withdraw (consumers)
If you're a consumer and chose a receipt rather than an invoice, you have a statutory 14-day right to withdraw from your order without giving a reason, under EU Directive 2011/83/EU and Greek Law 2251/1994. If you asked us to start work within that period, you'll pay in proportion to the work already carried out if you then withdraw, and lose the right once the service has been fully performed with your acknowledgement.
Business buyers
If you're ordering as a business, the statutory 14-day consumer withdrawal right doesn't apply; the cancellation terms in the table above govern your order instead.
How refunds are paid
Approved refunds are returned to your original payment method within 14 days. None of this limits any statutory right you have as a consumer that can't lawfully be waived.
Complaints & dispute resolution
If something's gone wrong, email us first at support@designedbyshelby.com — we reply within 2 business days. If you're a consumer and we can't resolve it directly, you can bring the matter to the Hellenic Consumer Ombudsman (www.synigoroskatanaloti.gr).
Contact
support@designedbyshelby.com · +30 949 881 3764 · Kitheronos 25, Athens 112 55, Greece.