A refund policy that says exactly what you get back

Checkout Loom builds are custom work delivered into your own store, so we cannot take a build back the way a shop takes back a product. That is why a full refund is limited to orders where we have not started or done anything at all. If we are unable to deliver what you ordered, we agree the value of the work done with you and refund the remaining balance. Any other situation, including a change of mind, a mistake in your order or missing login details once work has started, is not refundable. They sit alongside the terms of service.

Work starts when we begin your plan, which is the moment we open your store to set up your build or start drafting. Until then, you can cancel any order, and we refund everything you paid, including options and extras. We do not charge a cancellation fee. Send the request through the contact form using the refund topic, and include your order reference.

If we tell you that we are unable to deliver your build, for example because the platform will not allow what you ordered or we cannot make it work as described, we work out the value of the work already done and send you the figure in writing. Once you agree it, we refund the remaining balance to the way you paid. A build that is merely late is not the same thing, and a late build is not refundable. If a date is at risk, we tell you promptly and explain why. The window pauses while we wait for access, information or feedback from you, and the delivery page explains what starts and pauses the clock.

Work on your build begins with the first step of your plan, and from that moment our time and skill go into your project. If you cancel after work has started, change your mind, or no longer need the automation, we cannot refund the price. You keep everything we delivered up to that point and may use it under the licensing terms, and your revision rounds and thirty days of fixes continue to apply.

Once work has started, a refund is not available because you ordered the wrong plan or option, entered the wrong details, or changed your mind. It is also not available because we did not receive the login details, access, information or feedback we need to do the work. Tell us as early as you can, because before work starts we can move you to another plan or refund you in full, and after it starts we will still help you correct details within your revision rounds.

If something we built stops working as described, tell us during the thirty days after launch and we fix it at no cost. In the rare case that we cannot make it work, we are unable to deliver, and you receive the remaining balance after the agreed value of the work done. The support and warranty page lists what the fixes cover.

• Fees charged by your own platforms, apps and providers, such as your email platform or helpdesk subscription.
• Any build where work has started, except the remaining balance if we are unable to deliver, and any change of mind after work has started.
• Mistakes in your order, and missing login details, access or feedback that stop us from doing the work.
• Work completed and accepted, once the build has launched and the thirty days of fixes have ended without a defect claim.
• A late delivery by itself, because the price you agreed does not change.
• Changes you ask for outside the agreed scope, which are quoted and agreed separately.
• Results you hoped for, such as a particular recovery rate or saving, because outcomes depend on your store and market and are explained on the disclaimer page.

• Use the contact form and choose “Refund or cancellation request” as the topic.
• Include your order reference, the name and email address you used and a short description of why you are asking.
• We confirm that we received your request within one working day and send our decision within five working days.
• If we agree, we refund to the original payment method, and your bank may take five to ten working days to show it.

Projects delivered under a written quote follow the same two rules. The optional ninety-day optimisation program is refunded in full only if you cancel before any work on it has started. Monthly care plans can be cancelled before your next billing date, and a month that has already been paid is not refunded.

If you are unhappy, tell us first through the contact form. We would always rather solve the problem than lose the relationship, and a direct conversation is quicker than a card dispute. If a dispute is raised with your bank, we provide the order record, the scope and the delivery history so that it can be assessed fairly.