Refunds & Cancellations

This Policy explains cancellation, statutory withdrawal, service concerns and refunds for PicchuSpot services. It forms part of the Terms & Conditions. A written custom quote may add project-specific scheduling or cancellation terms, but it cannot remove a mandatory consumer right.

The outcome depends on whether the customer is acting as a consumer or for business purposes, whether production has started, what has already been supplied, and the applicable law.

You may ask to cancel before PicchuSpot begins production. PicchuSpot does not charge for an unstarted service. If payment for that service has already been received, the paid service amount will be returned through the applicable payment route.

Send the request promptly with the order number. A pending order, payment record or scheduled internal task is not by itself proof that creative production has begun. For a local appointment, tell us as early as possible so we can confirm whether any separately agreed, lawful third-party or scheduling cost applies.

If production has started, PicchuSpot will review the completed work, committed project resources and the reason for cancellation. For a business customer or a cancellation outside a statutory withdrawal right, any refund can be reduced by the reasonable value of work already performed and agreed non-recoverable project costs.

PicchuSpot will not add an unannounced cancellation charge. We will explain the calculation and any remaining deliverable or refund. The special statutory rules for consumers during the withdrawal period are set out below and take priority where they apply.

If you are a consumer who concludes a service contract at a distance, you normally have 14 calendar days from conclusion of the service contract to withdraw without giving a reason, subject to the exceptions and conditions in applicable consumer law.

If you expressly ask for the service to start within that period and then withdraw before it is complete, the law may require payment of an amount proportionate to the service supplied before withdrawal. The right is lost after a service has been fully performed only where the legally required prior express consent and acknowledgement were obtained. General acceptance of the Terms is not described here as a substitute for a separate express request where the law requires one.

To withdraw, send any clear statement of your decision before the period expires. You may use this wording:

I withdraw from the service contract for order [order number], ordered on [date]. Customer name: [name]. Date: [date].

Email the statement to hello@picchuspot.com. Keep a copy of the sent request. This route does not limit another legally valid, unequivocal withdrawal statement.

If a deliverable appears incomplete, defective or outside the agreed scope, report it promptly through the review workflow or by email and identify the affected item. PicchuSpot will investigate and will normally first offer an appropriate correction or the included revision where that can bring the work into conformity.

A new creative direction, changed source file, taste preference not included in the brief, or an undisclosed third-party platform rule is not automatically a defect. Even so, mandatory consumer remedies for a non-conforming service—including correction, price reduction or termination where legally available—remain unaffected.

1. Email hello@picchuspot.com from the account email where possible.
2. Include the order number, affected item/service, requested outcome and a concise explanation. Attach evidence only when relevant.
3. Stop using or publishing a disputed deliverable if continued use would be inconsistent with cancellation, while preserving any copy reasonably needed as evidence.

We may ask proportionate questions to verify the account, payment and work completed. A request is assessed under this Policy, the accepted order terms and mandatory law; submitting it does not predetermine the outcome.

An approved card refund is normally sent back through Stripe to the original payment method. A refund for another payment route will use that route unless the parties lawfully agree otherwise. Financial institutions control how quickly a processed refund appears.

Where a statutory consumer withdrawal refund is due, PicchuSpot will issue it without undue delay and no later than 14 days after being informed of the withdrawal, subject to any deduction lawfully due for service already supplied. Other approved refunds are processed without undue delay after the review is complete.

A partial refund, full refund or failed refund is reflected in the order payment status when the payment provider sends the relevant event.

Custom-quote and local work can involve reserved production time, travel, access arrangements, permissions or third-party resources. Any project-specific cancellation term must be confirmed before booking. PicchuSpot will not rely on an undisclosed term.

If weather, safety, access or legal restrictions prevent a local service, the parties may reschedule, adjust the scope or cancel the affected part. The written quote and mandatory law determine whether a refund or credit is due.

Contact hello@picchuspot.com so the order record and payment can be reviewed. If you are a consumer, nothing in this process restricts your right to use a competent consumer authority, alternative dispute route or court.

This Policy does not limit statutory chargeback, payment or data-protection rights, but contacting PicchuSpot first can allow a service issue or duplicate payment to be resolved more quickly.