RETURN & REFUND POLICY

Last updated: September 17, 2026

AWE provides customised creative, digital and technology services. Because project work is created specifically for each customer and production time is reserved in advance, returns are handled differently from ordinary retail goods. This policy applies alongside any non-waivable rights you have under applicable law.

1. AWE 70% satisfaction refund

If substantive work has started and the customer genuinely decides that the creative or digital work is not suitable for their needs, AWE may provide a 70% refund of the eligible amount paid for the affected AWE service. AWE retains 30% for discovery, planning, production time, creative effort, project administration, reserved capacity, non-recoverable payment-processing charges and any applicable tax or fee treatment associated with work already performed.

This 70/30 policy is designed for subjective dissatisfaction with otherwise properly performed custom work. It does not reduce any stronger remedy required by law where a service is defective, not as described, not performed with reasonable care and skill, or where another mandatory consumer right applies.

2. What counts as the eligible amount

The eligible amount is the portion of money paid directly for AWE's affected professional service. Non-refundable third-party commitments already purchased or incurred on the customer's behalf—such as domains, hosting, software, stock assets, print production, shipping, advertising spend, API usage or contractor/vendor charges—are normally excluded from the amount used to calculate the 70% refund unless the third party refunds those costs to AWE.

3. Before substantive work starts

If a project is cancelled before substantive work begins, AWE will review the payment and refund any unearned amount, subject to legally permitted deductions for work already completed, specifically agreed onboarding/booking work, and non-cancellable third-party costs. Statutory cancellation rights, where applicable, take priority.

4. Completed or approved milestones

Amounts allocated to milestones that have been completed and expressly approved are normally considered earned. If the request concerns a later milestone, AWE will assess the affected unpaid or prepaid portion separately. Mandatory consumer remedies remain unaffected.

5. UK consumers

UK consumers entering a distance service contract may have a 14-day statutory cancellation period. If you request that AWE starts during that period and later cancel before the service is fully performed, AWE may be entitled to a proportionate payment for work supplied up to cancellation. Where the law gives you a right to repeat performance, price reduction or another remedy, this policy will be applied consistently with those rights.

6. United States consumers

Refund and cancellation rights in the United States can vary by state and transaction type. AWE will honour any federal or state right that cannot legally be waived. The FTC Cooling-Off Rule is limited to certain qualifying off-premises sales and does not create a general federal 14-day refund right for standard online service purchases.

7. Refund method and timing

Approved refunds are normally returned to the original payment method where reasonably possible. Processing time depends on the payment provider and bank. AWE will not charge a separate fee merely to issue a legally required refund. Any treatment of processing charges or taxes will follow applicable law and payment-provider rules.

8. How to request a refund review

Email info@americanwebexpress.com with your name, project or invoice reference, the service concerned and a clear explanation of the issue. AWE may first offer a reasonable correction or revision where that is appropriate to the agreed scope and applicable law.

9. Contact

American Web Express
85 Byron Road, Luton, England, LU4 0HX, United Kingdom
Phone: +1 (818) 650-9785
Email: info@americanwebexpress.com