Refunds and cancellation

Eligibility

A refund is considered when you cancel in writing before we have begun reading an export, or when we cancel because we cannot staff the freeze date. Once we have opened the export or begun drafting charts, fees for time already spent are not returned.

Timeframe

Write to hello@desktop-craftline.click as soon as you know a briefing or freeze date cannot stand. Requests made more than fourteen days after delivery of a pack are considered only if the pack was not supplied at all.

Full refund

If you cancel more than ten working days before the agreed start of reading the export, and we have not started, the deposit is returned in full. If we cancel for our own staffing reasons, all sums paid for that engagement are returned.

Partial refund

If you cancel after we have started but before the briefing, we invoice time at the day rate implied by the quote (programme fee divided by the planned weeks, or the stated day rate for reviews) and refund the remainder of sums received. Print and courier costs already committed are not refundable.

Non-refundable items

Committed print runs, couriers, and rail fares bought for a named briefing date. Time already spent on a codebook or first draft. A monthly picture that was delivered for a month that has already passed.

Process

Email hello@desktop-craftline.click with the scoping note date and whether the freeze has occurred. We confirm in writing what will be refunded. Refunds are made to the original payment method within fourteen working days of that confirmation.

Processing time and method

Fourteen working days is ordinary. Bank transfers follow the account you paid from. We do not refund in cash at Lammas Street.

Cancellation and rescheduling

You may move a briefing once without a fee if you give five working days’ notice and we can attend. A second move, or less than five days’ notice, may be charged as a half-day plus any wasted travel. We may refuse a freeze date that sits inside a public holiday week in England.

Deposits

Thirty per cent on acceptance of the scoping note holds the weeks. It is applied to the final invoice. It is returned only as described under full refund above.

No-shows

If nobody from your side attends an agreed briefing and we have travelled, the briefing portion of the fee is due. We will send the pack by email if it is ready. A replacement briefing is a new date, not an automatic free repeat.

Work already started

Opening the export counts as starting. Draft charts sent for comment also count. You remain liable for that portion even if you later dislike a colour choice; we will revise drafts that are still in the agreed comment round.

Purchased materials

Archival paper, binding, and tabs bought for your pack are charged at cost if you cancel after we have ordered them. We will offer to send the unused stock to Grays for collection if you prefer not to pay for items we can still use.

Monthly arrangements

A three-month minimum applies. After that, either side may end the redraw with twenty working days’ notice. There is no refund for months already delivered. There is no refund for a month skipped because your export never arrived.

Exceptions

If a pack is delivered to the wrong firm because of our addressing error, we reprint at our cost. If the export you sent was the wrong period and you tell us before the briefing, we redraw once within the original fee; further redraws are quoted.

Refund questions: hello@desktop-craftline.click, 07946173086, 70 Lammas Street, Grays, RM17 5ET, United Kingdom.