What you can cancel, when a refund applies and how to request one.
Last updated: 12 November 2026
Services such as webdesign, branding or the € 99 Shopify shop can be cancelled in writing before work starts. Any deposit already paid is then refunded, minus work that was demonstrably carried out.
Once work has started, you can still cancel, but you owe the part of the work that has been delivered. We always explain this in writing before we start.
As a consumer you have 14 days to withdraw from a service agreement without giving a reason. Send an email to ecomatelier@outlook.com and we confirm it in writing.
If you asked us to start within those 14 days, you pay a proportional amount for the work already done.
For digital content, the right of withdrawal ends once delivery has started, provided you explicitly agreed to immediate delivery at checkout and confirmed that you lose that right.
Because digital files are delivered immediately and cannot be returned, they are not refundable once the download has started. This applies only when immediate delivery was agreed at checkout.
If a file is broken, incomplete or clearly different from its description, we repair, replace or refund it. Report it within 14 days after purchase.
For purchases on behalf of a business, the statutory cooling-off period does not apply. Cancellation follows the agreement and the terms and conditions.
Approved refunds are paid to the original payment method within 14 days after approval. Bank processing times may add a few working days.
To request a cancellation or refund, email ecomatelier@outlook.com with your order details. We reply within 24 hours on working days.
