Plain-English summary. This box is a short guide to the section below. It is not part of the agreement — the full wording is what applies.
Managed builds can be refunded up to 12 hours after you pay. After that they cannot, because the work has already started. DIY plans instead come with a free trial — 14 days on DIY Basic, 30 days on DIY Pro — cancel inside it and you pay nothing.
This policy explains when you can cancel, when you can get your money back, and how to ask. It forms part of our Terms and Conditions.
1. The 12-hour window from payment
For managed website builds, you may request a refund up to 12 hours after your payment is taken. We record the payment time and will confirm it on request.
Once that 12-hour window has passed, your first payment is non-refundable. We begin work as soon as you pay: preparing your design, reviewing the brief and logo sets you supplied, setting up your account and starting the build. This is not a template that appears on its own — it is custom work carried out and checked by people, and that time cannot be recovered once it has been spent.
Within the window, ask us and we will refund your first payment in full and cancel the plan, including its minimum term. Third-party costs already incurred on your behalf — most commonly domain registration — cannot be refunded, because the registrar charges us at the point of purchase and does not reverse it. We will always tell you the exact amount before processing.
2. DIY plans: free trial
DIY subscriptions include a free trial: 14 days on DIY Basic and 30 days on DIY Pro. You can use the plan during the trial and cancel at any point before it ends without paying anything. We will not take your first payment until the trial finishes.
If you cancel during the trial, you are charged nothing. If you do not cancel, the subscription begins and your first payment is taken when the trial ends (day 15 for DIY Basic, day 31 for DIY Pro). The trial is the alternative to a refund window for DIY plans: because you can try the full product free, subscription payments taken after the trial are not refundable except as set out in sections 3 and 5.
3. Cancelling a subscription
Done-for-you plans run for a minimum of 3 months from your first payment. We build your website at no separate charge, and three months covers that work — which is why the plan commits for that short period and no longer. We tell you the date your minimum term ends before you pay, and it is shown in your dashboard at any time.
After those 3 months you can cancel at any time, free, with nothing further to pay. DIY plans have no minimum at all. To cancel, use your dashboard or email us. Cancellation takes effect at the end of your current billing period: your site and features stay available until then, and you are not charged again.
If your circumstances change during the minimum term, get in touch. Nothing here affects your legal rights (see section 5), and we would rather hear from you than have a payment fail.
We do not provide pro-rata refunds for part-used billing periods, except where the law requires it or where section 5 applies.
4. Cancelling a managed build
Inside the 12-hour window, cancel and we will refund your first payment in full and end the plan, less any third-party costs already incurred on your behalf (such as a registered domain). We will set out any deduction clearly before we process the refund.
After the 12-hour window that payment is non-refundable and the 3-month minimum term applies, whether or not your site has been published yet. Deployment is the last step of the work, not the start of it — by the time a site goes live the design, review and build have already been done.
5. If something is wrong
These timescales do not affect your legal rights. If the service is faulty, not as described, or not provided with reasonable care and skill, you may be entitled to a repair, a replacement or a refund under the Consumer Rights Act 2015 regardless of the windows above. Tell us and we will put it right.
6. Consumers and the 14-day cooling-off period
Consumers in the UK have 14 days to cancel a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Because managed builds begin as soon as you pay, we ask you at checkout to request that work starts immediately and to acknowledge that you will lose the right to cancel once the service has been fully performed. Where you have given that request and acknowledgement, the statutory cancellation right ends when the build is complete.
If work has begun but is not complete, you may still cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and pay a proportionate amount for what has been done up to that point. If you did not give that request and acknowledgement, your 14-day statutory right is unaffected by the 12-hour window above.
[FastSites to complete: confirm checkout captures the customer’s express request for work to begin immediately and their acknowledgement that the cancellation right is lost on full performance — this section relies on it]
7. How to request a refund
Email hello@fastsites.app with your order reference and the reason. We aim to respond within 2 working days. Approved refunds are returned to the original payment method within 5–10 working days, depending on your bank.
8. Chargebacks
Please contact us before raising a chargeback — most issues are resolved quickly and directly. Where a chargeback is raised on a validly supplied service we may suspend the account until the dispute is settled.
9. Contact
Questions about this policy: hello@fastsites.app or our contact page.