Complaints & Refunds

Before work starts

• If you cancel a project before any work has begun, any deposit paid will be refunded in full, unless your contract states otherwise.
• Quotes are valid for 30 days from issue unless we agree an extension in writing.

After work has started

• If you cancel after work has started, we will invoice for work completed up to the point of cancellation, based on the agreed scope, milestones, or time already invested.
• Third-party costs already incurred on your behalf (domains, licences, stock assets, paid tools) are non-refundable where those purchases cannot be reversed.

Completed projects

• Completed and delivered projects are non-refundable, including once the final milestone payment has been made and deliverables have been handed over, unless we have failed to deliver what was agreed in your contract and cannot remedy that failure.
• If you are unhappy with delivered work, contact us as soon as possible. We will review against the agreed scope and offer reasonable revisions where the work does not meet what was contracted.

Hosting and ongoing support are billed separately from one-off build fees. The hosting price, billing cycle, services included, and cancellation terms are set out in your project contract or service agreement before you sign.

• Hosting and maintenance are typically provided on a rolling monthly basis and may be cancelled with 30 days' written notice, unless your contract states a different notice period.
• Fees for the current billing period are generally not refunded once that period has started, because infrastructure and support capacity are reserved for your site.
• If you cancel hosting, we will agree a handover period for access, files, and DNS where applicable so you can move to another provider.

Refunds outside the standard cancellation rules may be considered in situations such as:

• A duplicate or erroneous payment (we will return the overpayment).
• We have not started work and you cancel within the terms above.
• We are unable to deliver the contracted service and cannot offer a suitable alternative or remedy.
• Both parties agree in writing to a partial or full refund as part of resolving a dispute.

All refund decisions are made case by case and, where applicable, in line with UK consumer protection law for qualifying consumer contracts.

We generally cannot offer refunds where:

• Work has been completed and delivered in line with the agreed scope.
• You change your mind after approving designs, content, or builds that match the contract.
• Delays are caused by late or missing content, feedback, or assets from your side.
• You request features or scope outside the original agreement (these are quoted separately).
• Issues are caused by third-party services outside our control (e.g. domain registrars, Shopify, email providers) once correctly configured by us.
• You have not raised a concern within a reasonable time after delivery (typically within 14 days of handover for obvious defects).

Email [email protected] with the subject line Refund request and include:

• Your name and business name
• Project or invoice reference
• Date of payment and amount
• Clear reason for the request
• Any supporting documents (contract, emails, screenshots)

We will acknowledge your request and respond with our decision, usually within 10 business days. Approved refunds are processed via the original payment method where possible, within 14 days of approval.

If you are dissatisfied with our service, quality of work, communication, or billing, please tell us so we can investigate.

How to complain

• Email: [email protected] (subject line: Complaint)
• Or use our contact page

Include your name, contact details, project reference, what went wrong, and what outcome you are seeking. The more specific you are, the faster we can review the case.

What we will do

• Acknowledgement — within 5 business days of receiving your complaint.
• Investigation — we will review contracts, communications, deliverables, and technical records relevant to your project.
• Response — we aim to provide a substantive response within 15 business days. Complex cases may take longer; we will keep you updated if so.
• Resolution — where we are at fault, we may offer remedial work, a partial credit, or another remedy agreed in writing. This does not automatically entitle you to a full refund.

Complaints about how we handle personal data are covered separately on our GDPR & Data Protection page, including how to contact us and your right to complain to the ICO.

If we cannot resolve your complaint to your satisfaction, you may wish to seek independent advice. Depending on your circumstances, options may include:

• Citizens Advice — for general consumer guidance: citizensadvice.org.uk
• Alternative dispute resolution (ADR) — we are willing to consider mediation or ADR where appropriate for unresolved disputes.
• Legal action — disputes are governed by the laws of England and Wales as set out in our Terms of Service.

If you are a consumer, you may also have rights under the Consumer Rights Act 2015 in relation to digital services. Nothing on this page limits those statutory rights where they apply.

ZSM Digital
25 Enterprise Dr, Lye, Stourbridge DY9 8QH

• General & complaints: [email protected]
• Data protection: [email protected]
• Website: Contact form