Last updated: 1 January 2025
This Refund Policy explains the terms under which Samrai Associates Limited ("we", "us", "our") will consider and process refund requests for services commissioned through our website or directly with our team. Please read this policy carefully before commissioning a service.
Because our services are bespoke, professional and time-intensive, our refund policy is structured to be fair to both parties — protecting you as a client while recognising the time and resource we commit to each project from the moment work begins.
If you cancel your commission before we have begun work, you are entitled to a full refund of any fees paid. To request a cancellation at this stage, please notify us in writing (by email to info@samraiassociateslimited.site) as soon as possible. We will confirm whether work has commenced and, if not, process your refund within 10 working days.
Once work has begun, we have committed time and resources to your project. In this case:
The percentage of work completed will be assessed by us in good faith, based on time expended and milestones reached. We will provide you with a clear explanation of our assessment upon request.
Once a service has been fully delivered (i.e. final files have been sent to you), no refund is available unless we have demonstrably failed to deliver the agreed scope. Dissatisfaction with a completed delivery that meets the agreed brief does not entitle you to a refund. In such cases, we encourage you to use the revision rounds included in your service to address any concerns.
If we fail to deliver a service that meets the agreed scope — for example, if we are unable to complete the project within a reasonable extension of the agreed timeline, or if our delivery materially fails to reflect the agreed brief — you may be entitled to a full or partial refund at our discretion. We will assess each such claim individually and respond within 5 working days of receiving a written complaint.
Services that result in the delivery of a digital template, document or asset (such as our Luxury Interior Moodboard Template) are non-refundable once the file has been downloaded or accessed. This is in accordance with UK consumer rights for digital content, where the right to cancel is lost once the digital content has been provided.
To request a refund, please contact us in writing at:
Please include your name, the service commissioned, the date of commission, the reason for your refund request, and (where applicable) supporting documentation. We will acknowledge your request within 2 working days and aim to resolve all refund requests within 10 working days.
Refunds will be processed using the same payment method used for the original transaction, wherever possible. Processing times may vary depending on your bank or payment provider, but we will initiate the refund on our side within 5 working days of approving the request.
If you are unhappy with our assessment of your refund request, please contact us to discuss the matter. We will always seek to reach a fair resolution. If a resolution cannot be agreed, you retain the right to seek independent dispute resolution or, where applicable, make a claim through the UK courts in accordance with our Terms of Service.
Nothing in this Refund Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015. If you are a consumer (rather than a business), you may have additional rights not set out here.
If you have any questions about this policy, please contact us:
Samrai Associates Limited
98 High Street, Weston Favell, Northampton, NN3 3JX
Email: info@samraiassociateslimited.site
Tel: +44 7455 907 262