Refund policy

Refund & Cancellation Policy

Last updated: 30 May 2026

1. About Us

The Funnel Lab is a trading name of:

Axiom Biolabs Ltd
Private limited company registered in Northern Ireland
Company number: NI737882
Registered office: 59 Shore Road, Killyleagh, Downpatrick, Northern Ireland, BT30 9UE
Email: support@thefunnellab.co.uk

This Refund & Cancellation Policy explains when payments made to The Funnel Lab may be refunded, how cancellations are handled and how the Love It Or Pay Nothing Guarantee applies to the £295 Local Business Website Package.

This policy should be read alongside our Terms of Service.

2. Services Covered By This Policy

This policy applies to payments made for services provided by The Funnel Lab, including:

  • The £295 Local Business Website Package.

  • Website design and development projects.

  • Landing page design and development.

  • Professional CRO Audits.

  • CRO implementation and website improvements.

  • Paid advertising support.

  • Other agreed digital services.

Because we provide services and digital project work rather than physical goods, traditional product return arrangements will not normally apply.

The refund and cancellation terms for your project may also be set out in the relevant sales page, checkout page, quotation, invoice, proposal, order confirmation or written agreement.

Where specific written terms are agreed for a project, those terms will apply alongside this policy. If there is a conflict, the specific written agreement will take priority, subject to any legal rights that cannot be excluded.

3. The £295 Local Business Website Package

The £295 Local Business Website Package is designed for suitable local service businesses requiring a focused professional website.

Unless otherwise stated on the relevant sales page or agreed in writing, the package includes:

  • A professional one-page business website.

  • Mobile-responsive design.

  • An enquiry or contact route.

  • Privacy Notice and Website Terms page setup.

  • One agreed revision round following presentation of the first complete website version.

  • One year of hosting for the approved website.

  • One year of the website address/domain arranged for the approved project.

The package price is £295 in total.

4. The £50 Deposit

To apply for or secure a build slot for the £295 Local Business Website Package, you may be required to pay a £50 deposit.

The purpose of the deposit is to:

  • Reserve a suitable build slot.

  • Confirm that you wish to proceed with the initial project process.

  • Allow us to begin preparing and building your agreed website concept.

If you approve the completed website:

  • Your £50 deposit is credited towards the total package price of £295.

  • The remaining balance due is £245.

  • The final website will not be transferred, launched for your use or treated as your completed business asset until the agreed remaining balance has been paid, unless we agree otherwise in writing.

Your £50 deposit is refundable under the Love It Or Pay Nothing Guarantee set out below, and subject to any statutory cancellation rights that apply to you.

5. Love It Or Pay Nothing Guarantee

Where the £295 Local Business Website Package is advertised with the Love It Or Pay Nothing Guarantee, you are protected by the following additional contractual guarantee.

How The Guarantee Works

We will create the first complete version of your agreed one-page website using the information, branding, content, business details and project requirements you provide.

Once the first complete website version has been presented to you, you may review it.

If you genuinely do not wish to proceed with the website, you may notify us in writing within 7 days of receiving the first complete version.

Where the conditions of the guarantee are met:

  • We will refund your £50 deposit.

  • You will not be required to pay the remaining £245 balance.

  • You will not receive ownership of, access to or permission to use the rejected website or any unpaid project materials.

  • You must not publish, copy, reproduce, transfer, launch or use the rejected website, code, copy, design, layout or any substantial part of it.

Conditions Of The Guarantee

The Love It Or Pay Nothing Guarantee applies only where:

  • The guarantee is expressly stated on the relevant sales page, checkout page or written project confirmation.

  • Your requirements remain within the agreed £295 package scope.

  • You provide the information, branding, content and access reasonably required to complete the agreed website.

  • You respond to reasonable requests for information or feedback within a reasonable timeframe.

  • You have not approved, published, copied, transferred, launched or used the completed website or project materials.

  • You notify us in writing within 7 days of receiving the first complete website version.

When The Guarantee Does Not Apply

The guarantee does not apply where:

  • You approve the website and later change your mind.

  • You publish, transfer, copy, reproduce, launch or use the website or any substantial part of it.

  • You request additional pages, additional functionality, substantial changes or features outside the agreed package scope.

  • You fail to provide the information, access, content or feedback reasonably required for us to complete the agreed website.

  • Your concern relates to advertising results, search rankings, market demand, sales performance, third-party software, customer behaviour or another issue outside the agreed website deliverable.

  • You cancel before receiving the first complete website version, except where statutory consumer cancellation rights apply.

6. Third-Party Costs, Website Address And Hosting

For an approved £295 Local Business Website Package, one year of hosting and one year of the website address/domain are included in the agreed package price, as stated above.

To avoid unnecessary costs before approval, we will normally arrange or activate the included website address/domain and hosting for final use after you have approved the website and paid the remaining balance, unless another approach is agreed with you.

If, before final approval, you specifically request that we purchase or commit to a third-party cost for your project, such as:

  • A premium domain name.

  • A paid theme.

  • A paid plugin or application.

  • A software subscription.

  • A third-party licence.

  • An external integration or service.

we will tell you before incurring the cost and confirm whether that cost is refundable.

Unless we expressly agree otherwise in writing, approved third-party costs which have already been incurred specifically at your request are not refundable under the Love It Or Pay Nothing Guarantee.

7. Cancelling The £295 Package Before The First Website Version Is Presented

Business Customers

If you purchase the £295 package wholly or mainly for business purposes and cancel after work has begun but before we present the first complete website version, your £50 deposit will normally be retained as a contribution towards reserved project time and work already carried out.

We will not charge the remaining £245 balance unless you approve the completed website or separately agree to additional paid work.

Consumer Customers

If you are purchasing as an individual consumer rather than wholly or mainly for business purposes, you may have statutory cancellation rights as explained in section 11 below.

Where those rights apply, they take priority over any conflicting provision in this policy.

8. Cancelling After Approval Of The Website

Once you have approved the completed website:

  • The Love It Or Pay Nothing Guarantee no longer applies.

  • Your £50 deposit is credited towards the total £295 package price.

  • The remaining £245 balance becomes payable.

  • We may begin arrangements for final launch, transfer, hosting setup or the included website address/domain.

If you later decide not to use or launch the website after approving it, payments already made will not normally be refunded, except where required by law or agreed by us in writing.

9. Refund Timing For The £295 Guarantee

Where you validly reject the first complete website version under the Love It Or Pay Nothing Guarantee, please contact us at:

support@thefunnellab.co.uk

Your message should include:

  • Your name.

  • Your business name, where relevant.

  • The email address used when paying the deposit.

  • Confirmation that you do not wish to proceed under the Love It Or Pay Nothing Guarantee.

Once your request has been reviewed and confirmed as meeting the guarantee terms, we will process the eligible £50 refund to the original payment method.

Refund processing times may vary depending on your payment provider or bank after the refund has been issued by us.

10. Refunds For Other Website, Landing Page, CRO Or Paid Ads Services

The Love It Or Pay Nothing Guarantee applies only where it is expressly stated for a particular offer or agreed project.

For other services, including:

  • Multi-page website builds.

  • Custom website design or redesign.

  • Landing page builds.

  • Professional CRO Audits.

  • CRO implementation work.

  • Paid ads services.

  • Tracking, analytics or funnel-related services.

refund and cancellation terms will be based on the relevant quotation, invoice, proposal, project scope or written agreement.

Unless otherwise stated in writing:

  • Fees for work already completed are not refundable.

  • Fees for an audit, review, consultation or analysis already delivered are not refundable.

  • You may request that we stop future work.

  • You remain responsible for work already carried out and authorised non-refundable third-party costs already incurred.

  • We will not charge for work not completed or costs not incurred.

  • Where you have paid in advance for work that has not been started or committed, we will consider an appropriate refund based on the circumstances and agreed scope.

Nothing in this section affects any legal rights available to consumer customers.

11. Consumer Cancellation Rights For Online Service Purchases

This section applies only where you purchase a service from us as an individual consumer, rather than wholly or mainly for business purposes.

Where you enter into a qualifying service contract with us online or at a distance, you may have the right to cancel the contract within 14 days after the day the contract is entered into, without giving a reason.

To exercise a qualifying cancellation right, you must clearly tell us that you wish to cancel by contacting:

Email: support@thefunnellab.co.uk

You may use the model cancellation form contained in our Terms of Service, but you do not have to.

Starting Work During The 14-Day Cancellation Period

When purchasing a service online, you may be given the option to ask us to begin work before the 14-day cancellation period has expired.

If you expressly ask us to begin work during that period and later exercise a valid cancellation right before the service has been fully completed, we may be entitled to deduct or charge a proportionate amount for the services provided up to the point when you tell us you wish to cancel, where permitted by law.

If a service has been fully completed within the cancellation period following your express request for work to begin and your acknowledgement that your cancellation right would be lost once the service was fully performed, your cancellation right may end once the service has been completed.

Interaction With Our £295 Website Guarantee

Where the Love It Or Pay Nothing Guarantee applies to the £295 Local Business Website Package, it gives you an additional contractual right to reject the first complete website version within the stated 7-day review period and receive a refund of the £50 deposit, provided the guarantee conditions are met.

Your statutory consumer rights are not reduced or removed by this additional guarantee.

12. When We May Cancel Or Decline A Project

We may cancel, decline, suspend or stop a project where:

  • We determine that your requirements are not suitable for the selected package.

  • The project requires substantially more work or complexity than originally described.

  • You do not provide the information, content, access or feedback reasonably needed to progress the work.

  • You request unlawful, misleading, infringing or inappropriate content or activity.

  • Continuing the project would breach a legal, regulatory, platform or professional requirement.

  • You behave abusively or unreasonably towards us or those involved in delivering the service.

  • We are unable to deliver the service for reasons outside our reasonable control.

If we cancel the £295 Local Business Website Package before delivering the first complete version for reasons unrelated to your breach, conduct or failure to provide required information, we will refund the £50 deposit you paid for the undelivered website service.

Where a project is stopped because of your breach, unreasonable conduct or failure to provide required information, any refund will be assessed fairly based on the work already completed, reserved time and any costs already incurred.

13. Problems With A Delivered Service

If you believe there is a problem with a service we have supplied, please contact us promptly so that we can review and, where appropriate, correct the issue.

Please provide:

  • Your name.

  • Your project or order details.

  • A clear description of the issue.

  • Any relevant screenshots, links or supporting information.

  • The outcome you are seeking.

You can contact us at:

support@thefunnellab.co.uk

If you are a consumer customer, you may have statutory rights where a service has not been supplied with reasonable care and skill or does not comply with applicable consumer law. Nothing in this policy limits those rights.

14. How Refunds Are Issued

Where a refund is due:

  • Refunds will normally be issued to the original payment method.

  • We may ask for information reasonably required to identify the relevant payment or project.

  • Refund processing times after issue depend on the payment provider and your bank.

  • Where a refund relates to a card payment processed through our website, the refund will usually be processed through the same payment route where possible.

15. Chargebacks And Payment Disputes

If you believe you are entitled to a refund or believe a payment was taken incorrectly, please contact us first at:

support@thefunnellab.co.uk

We will review the matter and attempt to resolve it fairly.

This does not affect any right you may have to contact your payment provider or card issuer.

16. Changes To This Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes to our services, offers, checkout process, guarantees or legal requirements.

The version that applies to a confirmed purchase will normally be the version in force when that purchase was made, unless changes are required by law or are more favourable to you.

The latest version will be published on our website with the updated date shown at the top.

17. Contact Details

For refund requests, cancellation notices or questions about this policy, contact:

The Funnel Lab
A trading name of Axiom Biolabs Ltd
Private limited company registered in Northern Ireland
Company number: NI737882
Registered office: 59 Shore Road, Killyleagh, Downpatrick, Northern Ireland, BT30 9UE
Email: support@thefunnellab.co.uk