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Refund policy

Last updated: 2 November 2026

This policy explains how cancellations and refunds work for things you buy from Yoke.Digital (DIGITALGIRAFFE LTD, "we", "us") at yoke.digital. It sits alongside our Yoke AI Terms and Privacy Policy. If anything here conflicts with your legal rights, your legal rights win.

Who we are: Yoke.Digital is a trading name of DIGITALGIRAFFE LTD, a company registered in England and Wales (company number 12536505). Registered office: Arlington House Business Park, West Station Yard, Spital Road, Maldon, England, CM9 6FF. VAT number: GB373617972. Email: dan@yoke.digital. All our prices are shown excluding VAT; VAT at 20% is added at checkout.

1. Business customers and consumers

Most of our clients buy for their business. The statutory rights in sections 2 and 3 (under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015) apply only if you are a consumer, meaning an individual buying mainly for purposes outside your trade, business, craft or profession.

If you buy as a business, sections 4 to 7 and our Yoke AI Terms set out your cancellation and refund position. We'll still put right anything we got wrong (section 3 applies to business customers as a matter of goodwill: we'll fix faulty work first).

2. Your 14-day right to cancel (consumers)

If you're a consumer and buy online, you normally have 14 days to cancel without giving a reason:

  • Services (Yoke AI plans, Yoke Hosting, website builds, the Shopify SEO audit): 14 days from the day you place your order.
  • Digital downloads and courses: these are final sale (see below and section 7).

Services started within the 14 days. We won't start a service within the 14-day period unless you expressly ask us to (for example by ticking the box at checkout or by completing your onboarding/intake). If you ask us to start and then cancel within 14 days, we'll refund what you paid minus a proportionate amount for the work done up to the point you told us you were cancelling. If the service has been fully performed within the 14 days at your request, the right to cancel is lost.

Digital content (downloads and courses). Our checklist packs, prompt packs, templates and video courses are one-off purchases and are final sale once purchased: we don't offer refunds or exchanges for change of mind. This doesn't affect your statutory rights as a consumer, for example if the digital content is faulty or not as described (section 3).

How to cancel: tell us clearly within the 14 days, by a request in your client dashboard or by email to dan@yoke.digital (our Yoke AI Terms allow refund and cancellation requests by email). You can use the model cancellation form below, but you don't have to.

To Yoke.Digital, dan@yoke.digital: I hereby give notice that I cancel my contract for the following service/digital content: [ ]. Ordered on [ ]. Name: [ ]. Address: [ ]. Date: [ ].

3. Faulty digital content or services (consumers)

Under the Consumer Rights Act 2015:

  • Services must be carried out with reasonable care and skill. If they aren't, you can ask us to redo the work at no cost. If that isn't possible or we can't do it within a reasonable time, you're entitled to a price reduction, up to a full refund.
  • Digital content must be as described, fit for purpose and of satisfactory quality. If it's faulty, you can ask for a repair or replacement. If that isn't possible or doesn't fix it, you're entitled to a price reduction, up to a full refund.

This doesn't cover things outside our control or excluded by our Terms, such as search rankings, traffic or ad results (Terms section 8), third-party platform outages or fees, or Google Ads spend (billed to you by Google).

4. Yoke AI monthly plans

  • Plans are billed monthly in advance and have a 2-month minimum term, then roll monthly (Terms sections 2 and 3).
  • To cancel, send a cancellation request through the Requests area of your client dashboard.
  • After the minimum term, cancellation takes effect at the end of your current billing month. If you ask to cancel during the minimum term, it's actioned after your 2nd monthly payment.
  • We don't refund part-months, and unused requests don't roll over or get refunded.
  • This doesn't affect a consumer's 14-day right in section 2 (which runs from your first order) or your rights in section 3.

5. Yoke Hosting

  • Standalone hosting is £15 a month + VAT, billed monthly in advance, and you can cancel at any time. Cancellation takes effect at the end of the month you've paid for; we don't refund part-months.
  • Hosting included with a Yoke AI plan has no separate charge, so there's nothing to refund.
  • When your plan or hosting ends, we keep your site live for 14 days so you can migrate, and we can migrate it for you on request (Terms section 10).

6. Website builds (WordPress and Shopify)

Website builds are separate one-off purchases and are not included in Yoke AI monthly packages. Prices: WordPress build £400 + VAT, Shopify build £750 + VAT, payable upfront or in instalments where offered:

  • WordPress: pay in full £400; pay in 2: £200 at checkout, then £200 a month later; pay in 3: £134 at checkout, then £133 and £133 a month apart.
  • Shopify: pay in full £750; pay in 2: £375 at checkout, then £375 a month later; pay in 3: £250 at checkout, then £250 and £250 a month apart.

Later instalments are sent as Shopify invoices. All prices exclude VAT; VAT at 20% is added at checkout.

If you cancel a build outside any consumer 14-day right (or you're a business customer):

Stage reached when you cancel Refund
Before design work has started (intake not yet complete) Full refund (no admin fee)
Design work started, before you approve the design Refund less a charge for work done: 25% of the build price
After you've approved the design in writing ("Approve design" in your dashboard) No refund of amounts paid; any outstanding instalments for work completed remain payable
After launch/handover No refund (section 3 still applies to faulty work)
  • If we can't deliver the agreed build, we'll refund the amounts you've paid for work not delivered.
  • Ownership of the work passes to you on completion and full payment (Terms section 15). If you cancel part-way, we'll give you the design files for the stages you've paid for (this applies whenever you cancel).
  • Delays caused by missing intake items or approvals (Terms section 7) aren't grounds for a refund.
  • Third-party costs (Shopify plan fees, paid apps, themes, plugins, domains) are paid to those providers and aren't refundable by us.

7. Digital products, courses and the Shopify SEO audit

  • Downloads and courses: one-off purchases, final sale once purchased. No change-of-mind refunds. This doesn't affect your statutory rights: if a file is faulty, won't open or isn't as described, tell us and we'll repair or replace it, or refund you where the law requires.
  • Shopify SEO audit (£295 + VAT): you can cancel for a full refund before work starts. Once work has started, refunds are proportionate to work done; once the audit is delivered, no refund (section 3 still applies).

8. How to request a refund and timescales

  1. Raise a request in your client dashboard (or, if you don't have a dashboard, email dan@yoke.digital) with your order number and the reason.
  2. We'll acknowledge it within 2 working days and confirm what's due.
  3. Approved refunds are paid within 14 days of us agreeing the refund (or, for a consumer cancellation, within 14 days of you telling us you're cancelling).
  4. Refunds go back to the original payment method used at checkout, including VAT charged on the refunded amount. Your bank may take a few extra days to show it.

9. Contact

Yoke.Digital (DIGITALGIRAFFE LTD, company number 12536505), Arlington House Business Park, West Station Yard, Spital Road, Maldon, England, CM9 6FF. Email: dan@yoke.digital. Client dashboard: Requests area.

If you're not happy with how we've handled a refund, contact us and we'll try to put it right.