Refund policy
Last updated 14 October 2026
Your 14-day right to cancel
If you're buying as a consumer, you can cancel within 14 days of the day after you order. If we haven't started, you get a full refund. At checkout you ask us to start straight away, so if you cancel after we've started, we refund the price minus the work already done. Once the work is fully delivered, the right to cancel ends.
Art downloads
When you buy a download you ask us to send it straight away and agree that you lose the right to cancel once we send the full-size file. If a file is faulty, we replace it or refund you.
Poster prints
You can cancel within 14 days of the day after your print arrives. Tell us, then send it back within 14 days of telling us. You pay the return postage, and we refund the price, including the original delivery. A faulty or damaged print is replaced or refunded, and we cover the postage.
If the work misses the brief
Tell us what's wrong and we'll revise it within your included rounds of changes. If we still can't get it right, we refund what you paid (your deposit, for custom projects).
1-to-1 consulting
Reschedule free up to 24 hours before the call. If you're booking as a consumer, you can cancel any time before the call for a full refund. Business bookings cancelled more than 24 hours before the call get a full refund; within 24 hours, they aren't refunded. Missed calls aren't refunded. If Keith can't do the time you picked, he offers another, and if none suits you, you get a full refund.
Monthly plans
Payment is taken automatically each month. Cancel any time by emailing us, and the plan stops at the end of the month you've paid for.
How to cancel or ask for a refund
Email keithgumbs02@gmail.com with your order details, or write to the address below. Any clear statement works, or you can use the form below. Refunds go back to the card you paid with, within 14 days of you cancelling (for prints, within 14 days of us getting the print back, or of you showing us proof of postage if that's sooner).
Model cancellation form (complete and return this form only if you wish to cancel the contract)
To: Keith Gumbs, trading as Twin Web, 62A High Road, Willenhall WV12 4JQ, United Kingdom, keithgumbs02@gmail.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]/for the supply of the following digital content [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
Keith Gumbs, trading as Twin Web · 62A High Road, Willenhall WV12 4JQ, United Kingdom · keithgumbs02@gmail.com