FAQ

Our bespoke service is a completely custom-designed and built website, created entirely around your brand, content, and requirements. Unlike our template tiers, everything is built from scratch to your brief. Lead times are clearly stated on the product page and begin from the date we receive all of your required content — not from the date of purchase.

Work cannot begin until you have supplied all required content, including images, written copy, branding assets, and any other materials outlined at the time of purchase. We will provide clear guidance on exactly what is needed. The sooner your content is provided, the sooner your project begins.

A non-refundable 50% deposit is required to secure your place in the studio calendar, with the remaining balance due upon project completion prior to final file handover. Payment plans are available on request — simply mention it during your Vision Call and we'll find an arrangement that works for you. Our Full terms and conditions for custom work can be viewed here

We understand that life can sometimes get in the way. However, in order to deliver your project to the standard you deserve, we require your active participation throughout the process.

If we are unable to reach you or obtain the content and feedback required to progress your project, we will make three documented contact attempts over a period of four weeks, via email and any other contact method agreed at the outset.

Should we receive no response within that time, we reserve the right to suspend your project. A suspended project will be placed on hold and your scheduled studio time released. Work will recommence only when you are ready to re-engage, subject to availability — which may result in a revised project timeline.

Please note that the non-refundable deposit remains non-refundable in the event of a client-initiated delay or suspension. No refund will be issued for work already completed or for studio time already allocated to your project.

If a project remains suspended for a period exceeding twelve weeks with no contact from the Client, The Digital Content Studio reserves the right to formally close the project. In this instance, any additional fees paid beyond the deposit will be refunded, less a reasonable charge reflecting work completed to date. The deposit is non-refundable under any circumstances, including project closure.

Yes. Before final handover you will have the opportunity to review the completed build and request amendments where the work does not meet the agreed brief. We will not consider a project complete until you are satisfied it meets your specification.

We do however reserve the right to proceed to handover where, in our reasonable judgement, the revision process is being used in a disproportionate or unreasonable manner — such as repeated requests outside the original brief or requests that contradict previously approved decisions. We will always notify you in writing before doing so.

In the event that the completed website does not meet the standard of reasonable care and skill, or does not match its description at the time of purchase, you are entitled to request that we remedy the issue. This will be addressed through correction of the relevant elements. A price reduction will only be considered where a correction cannot reasonably be provided. Your statutory rights under the Consumer Rights Act 2015 are not affected.