Draft – to be reviewed before launch.

Refunds and cancellations

Last updated: 4 October 2026

1. Who this policy applies to

This policy explains:

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

A sole trader buying SitePaper mainly for business use will normally be a business customer rather than a consumer.

Nothing in this policy limits rights that cannot legally be limited.

2. Cancelling a future Pro renewal

You may cancel SitePaper Pro at any time through your account or by emailing hello@sitepaper.co.uk.

Ordinary subscription cancellation:

We will acknowledge an online cancellation electronically.

Ordinary cancellation is different from exercising a statutory 14-day cooling-off right or seeking a remedy for a faulty service.

3. Consumer cancellation rights for a single document

A purchased SitePaper document is digital content supplied without a tangible medium.

A consumer normally has 14 days after entering the contract in which to cancel. We may begin supply during that period only if the consumer first:

We record that choice and confirm it in the order email.

If valid consent and acknowledgement were given

Once supply begins, the consumer no longer has the statutory change-of-mind cancellation right for that document.

This does not affect remedies if the document is faulty, corrupted, unavailable, not as described or otherwise fails to meet statutory requirements.

If valid consent, acknowledgement or confirmation was not provided

The statutory cancellation right remains.

If digital content was supplied during the cancellation period without the required consent, acknowledgement or durable-medium confirmation, the consumer does not have to pay for that supply. We will refund the amount paid in accordance with section 8.

4. Consumer cancellation rights for Pro

Pro includes an ongoing service and the supply of digital content.

A consumer has an initial 14-day cancellation period beginning on the day after the Pro contract is entered into.

If you expressly asked us to start the service during that period and then cancel within it, we may retain only the proportionate amount permitted by law for service actually supplied before you told us to cancel. We will explain any deduction.

The cancellation right for particular digital content may be lost once its supply begins, but only where the legally required express consent and acknowledgement were given beforehand.

We will not use a digital-content acknowledgement to remove cancellation rights that the law treats as applying to the continuing service.

After the initial 14-day period, cancelling Pro normally stops the next renewal. We do not normally refund an unused part of a monthly period unless:

5. How to exercise a consumer cancellation right

You may cancel by:

You do not have to use the model form below, but you may do so.

A cancellation sent before the end of the cancellation period is in time even if we receive or process it later.

If you submit a cancellation through the website, we will acknowledge it on a durable medium without delay.

6. Model cancellation form

Complete and return this form only if you wish to cancel a contract and still have a statutory right to do so.

To:

Toolhouse Labs Ltd

6 Edison Village, Nottingham Science & Technology Park, Nottingham, NG7 2RF

hello@sitepaper.co.uk

I give notice that I cancel my contract for the following SitePaper service or digital content:

Order number:

Ordered on:

Name:

Address:

Account email:

Date:

Signature, only if this form is sent on paper:

7. Faulty digital content

If you are a consumer, digital content must be:

If it does not meet those requirements, you may be entitled to repair or replacement. We will provide that within a reasonable time, without significant inconvenience and at our cost.

If repair or replacement is impossible or is not provided within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction. A price reduction can be up to the full price.

If faulty digital content damages your device or other digital content because we failed to use reasonable care and skill, you may be entitled to repair of the damage or compensation.

Contact hello@sitepaper.co.uk with:

You do not have to provide information that is irrelevant or disproportionate to the issue.

8. Faulty Pro service

If you are a consumer, the Pro service must be performed with reasonable care and skill and in accordance with information that forms part of the contract.

If it is not, you may be entitled to repeat performance within a reasonable time, without significant inconvenience and at our cost.

If repeat performance is impossible or is not provided within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction, potentially up to the full price.

Service downtime does not automatically entitle you to a full refund. We will consider the duration, severity, effect on paid features and the statutory remedy that applies.

9. Information entered incorrectly

We do not normally refund a correctly supplied single document merely because:

The included 30-day editing period allows you to correct or update the same job.

This does not remove a statutory remedy where SitePaper itself was faulty or failed to provide what was described.

10. Refund timing and method

Where a refund is due following consumer cancellation, we will make it without undue delay and no later than 14 days after we are informed of the cancellation.

Where a price reduction or refund is due for faulty digital content or services, we will make it without undue delay and within the period required by law.

We will use the same payment method used for the original transaction unless you expressly agree otherwise. We will not charge a refund fee.

Your bank or card provider may take additional time to display the credit after we have sent it.

11. Business customers

The statutory consumer cooling-off rights in this policy do not apply to business customers.

A business customer may cancel future Pro renewal at any time as described in section 2.

If paid content or services supplied to a business customer are materially faulty or not as contractually described, contact hello@sitepaper.co.uk. We will investigate and, where appropriate, repair, re-supply, credit or refund the affected supply in accordance with the Terms of Use and Sale.

12. Contact

For cancellation, refund or remedy requests, contact:

hello@sitepaper.co.uk

You may also write to:

Toolhouse Labs Ltd

6 Edison Village, Nottingham Science & Technology Park, Nottingham, NG7 2RF