Applies to
One-off services, Care Plans, hosting, diagnostic work, and project-based services.
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Refund policy
Clear refund and cancellation guidance for Newt Labs services
This Refund Policy explains how refunds and cancellations work across Newt Labs services.
Different rules apply to one-off work, diagnostic and investigation time, recurring Care Plans, hosting, and project-based work. Some services have clear refund or cancellation terms, while other requests depend on the work already delivered and the circumstances involved.
For the full legal terms that apply alongside this Refund Policy, please read our Terms of Service.
Clear terms for one-off work, ongoing care, and project services.
Last updated
09 October 2026
Questions
If you would like us to review a request, please contact Newt Labs.
Quick summary
How refunds and cancellations generally work
Different rules apply depending on the service purchased. The key terms are summarised below, with more detail further down this page.
Any consumer cancellation or refund rights that apply by law still apply regardless of this policy.
Where a request falls outside a clear guarantee or service-specific rule, we review the work already delivered and the circumstances involved.
1
30-day Care Plan guarantee
New Care Plan customers can cancel within 30 days of their initial Care Plan start date and receive a refund of the Care Plan fee.
2
One-off work
For most paid one-off work, if work has not started and no service-specific booking rule applies, we will normally provide a full refund. Once work begins, the work and value already delivered are taken into account.
3
Project work
Booked project time and larger projects follow the terms of the booking, proposal, payment schedule, or written agreement.
Clear service-specific terms apply first. Individual review is used where the circumstances still need to be assessed.
Service context
How this applies by service type
The refund or cancellation terms depend on what was purchased and how that service is delivered.
The main rules for each service type are set out below.
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One-off services
For one-off work such as repairs, malware removal, speed work, or other scoped support, we will normally provide a full refund if work has not started. Once work begins, the work, investigation, and other value already delivered are taken into account. If we cannot fully deliver a straightforward fix, we will review what has been completed and refund the undelivered part where appropriate. This may mean a full refund where little or no useful service was delivered.
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Diagnostic and investigation work
Where investigation or diagnosis is the agreed service, that work remains chargeable once carried out, even if a complete fix is not possible or further remedial work requires a separate quote.
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Recurring Care Plans
New Care Plan customers have a 30-day money-back guarantee from their initial Care Plan start date. After the first 30 days, payments already made are non-refundable, subject to any rights that apply by law. Monthly cancellation stops the next monthly renewal. Annual cancellation stops the next annual renewal, but the current annual term is not refunded or prorated.
About the 30-day Care Plan guarantee
The guarantee applies to your first Care Plan signup and does not restart if you later switch plans, change billing frequency, cancel, or rejoin. It covers the Care Plan fee and remains subject to the normal scope and fair-use terms of the plan. Separately purchased one-off work, projects, licences, third-party charges, and other separately agreed services are not covered by the Care Plan guarantee.
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Hosting-related services
Hosting supplied as part of a Care Plan follows the same initial 30-day guarantee and cancellation terms. Outside any rights that apply by law, after that period annual hosting or Care Plan charges are not refunded or prorated if you cancel during the paid annual term. Cancelling stops the next renewal.
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Website Changes and project work
Website Changes bookings reserve a block of specialist time and are not normally refundable once the booking is confirmed and that time has been committed or work has begun. Where agreed Website Changes work is completed with genuine unused time remaining, Newt Labs may provide account credit where appropriate. Larger redesign and development projects are governed by the proposal, payment schedule, and written agreement for that project.
Service-specific terms apply first
The rules above apply before any individual review of unusual circumstances.
Individual review
What we consider when a refund needs review
Clear guarantees and service-specific refund terms apply first. Where a request still needs individual review, we consider the work agreed, what has already been delivered, and the circumstances involved.
The factors below help us assess requests that are not already resolved by a clear service rule.
Work already started
If technical work, planning, setup, or implementation has already begun, the time and value already delivered may affect the amount refundable.
Value already delivered
Advice, diagnosis, completed tasks, setup work, or part-delivered services may still be chargeable where that work was part of the agreed service.
Agreed investigation or reserved time
Paid investigation, diagnosis, or reserved project time may remain chargeable where that work or time was itself part of the service purchased.
Access, approvals, and cooperation
Delays caused by missing access, incomplete information, or late approvals do not automatically create a right to a refund.
Changes in scope
If the original request changes after work begins, any review may need to reflect the work already completed under the original agreement.
Third-party limitations
Hosting providers, plugins, themes, registrars, APIs, or other third-party systems can affect the final outcome. Where this happens, we consider what Newt Labs was responsible for and what service was actually delivered. This does not affect any rights that apply by law.
The aim is to apply the relevant service terms first, then assess any remaining circumstances fairly.
Possible outcomes
How a refund or credit may be resolved
The outcome depends first on the service-specific terms above and any rights that apply by law.
Where an individual review is needed, the result may be a full refund, partial refund, no refund, or an agreed account credit.
Full refund
A full refund may apply under the 30-day Care Plan guarantee, where one-off work has not started and no service-specific booking rule applies, or where another full refund is due.
Partial refund
A partial refund may be appropriate where part of an agreed one-off service could not be delivered but meaningful work or value was already provided.
Billing correction or agreed credit
Duplicate or incorrect charges will be corrected. Where a cash refund is not otherwise due, Newt Labs may agree account credit as an alternative.
No refund under the commercial policy
Examples include Care Plan payments after the initial 30-day guarantee, completed diagnostic work, committed booking or project time, or work already delivered, subject to any rights that apply by law.
Where you are legally entitled to a monetary refund, account credit will only be used instead if you agree.
Review process
How refund requests are reviewed
If you would like us to review a refund request, please contact Newt Labs with the relevant details.
We first check the service-specific terms that apply. If the request still needs individual review, we look at the work completed, time or value already delivered, and any relevant circumstances.
1
Tell us what the request relates to
Please include the service purchased, the reason for the request, and any relevant order, invoice, or account details.
2
We check the terms that apply
This may include the 30-day Care Plan guarantee, one-off service terms, project terms, billing corrections, or another service-specific agreement.
3
We confirm the outcome
Where further review is needed, we consider work completed, time spent, investigation carried out, and other relevant circumstances before confirming the outcome.
Clear terms first, individual review where needed
The applicable service terms come first, with individual review used for anything those terms do not already resolve.
Billing concerns
Payment disputes and chargebacks
If you believe there has been a billing problem, you can contact Newt Labs so we can review it directly.
In many cases, a concern can be resolved quickly by reviewing the payment, service history, and details of the issue together. This does not affect any right you may have to raise a dispute with your payment provider.
Contact us directly where possible
If something does not look right, please give us the opportunity to review the payment and service history with you.
Formal disputes follow the provider's process
If a payment is formally disputed, the payment provider will review the case and the process can take time.
The aim is to resolve genuine concerns fairly and as quickly as possible.
Legal reassurance
Consumer rights and policy updates
Nothing in this Refund Policy affects any rights you have under applicable consumer law.
The Newt Labs 30-day Care Plan guarantee is an additional commercial guarantee and does not replace or limit any cancellation, refund, or other rights that apply by law.
Newt Labs may update this policy from time to time to reflect changes to our services, working practices, or legal and operational requirements. The latest version will always be published on this page.
Your legal rights still apply
If consumer protection law gives you rights in a particular situation, those rights still stand.
This policy may be updated
We may revise this policy as the business, services, or legal requirements change.
This Refund Policy explains how refunds and cancellations are generally handled. It does not override any legal rights that apply.
Need to ask about a refund?
Contact Newt Labs
If you have a question about this Refund Policy or would like us to review a refund request, please get in touch.
Please include the service purchased, the reason for your query or request, and any relevant order, invoice, or account details. We will review the circumstances and respond based on the service and work involved.
Clear details help us review your request properly and efficiently.
