PhotoKova LTD · terms in writing
Delivery & Refunds
Delivery is electronic, cancellation is a right you have by law rather than a favour, and no part of this page tries to take that right away. Where wording comes from the regulations it is set apart and its source is named exactly.
Published by
PHOTOKOVA LTD Registered in England and Wales Company number 17457226 Registered office: 82a James Carter RoadMildenhallIP28 7DEUnited Kingdom work@photokova.comThis edition
16 September 2026. We change these pages by replacing them, and the edition that applies to an order is the one published on the day the order confirmation was sent. Where a change matters to an order already under way, we say so in writing to the customer concerned.
01 What is delivered, and how
Digital files: the corrected frames in the formats and pixel sizes named in the quotation, together with your original files unchanged. They arrive by email, or by a download link where the set is too large to attach. Nothing is posted, because nothing physical is made. Delivery costs nothing and is never charged for separately.
02 When it arrives, and what to do if it does not
The turnaround is stated in the quotation, together with the point it runs from - normally when the order is confirmed and the materials we need are with us. It is not stated on this site because it depends on the size of the set and how much of it needs rebuilding, and a number made up for a web page would be no use to you.
If the turnaround passes and nothing has arrived, email work@photokova.com and say so. Files get caught by mail filters and download links expire, and both are fixed by asking: a link is reissued and a set is resent at no cost. If we cannot deliver at all within a reasonable further period that you set, you may treat the contract as at an end and have your money back for the part not delivered.
03 Your right to cancel
Where you buy as a consumer and the contract is made at a distance, you have fourteen days to cancel it without giving a reason. The wording below is the model notice from the regulations themselves.
Right to cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right to cancel, you must inform us (PHOTOKOVA LTD, 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE, work@photokova.com) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the reimbursement without undue delay, and not later than 14 days from the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.
Reproduced from the model cancellation instructions in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The footnoted alternatives have been resolved for a contract for services and our name, address and email have been put into the places the model leaves for them. The paragraph about deducting for goods that have lost value is omitted, because we supply no goods. Nothing else has been altered. The model cancellation form it refers to as attached is set out in clause 05 of this page.
The last paragraph is the whole of what starting early costs you: a proportion of the price for the work actually done, not the loss of the right. Any wording anywhere suggesting that asking us to start waives your right to cancel a contract for services would be wrong in law, and there is none on this site.
04 Files handed over straight away
Corrected files are digital content, and digital content behaves differently from a service once it has actually been handed over. The paragraphs below are ours, written to explain how regulation 37 of those regulations works here; they are not a quotation from the regulations.
Digital content supplied immediately
Where you buy digital material that is made available to you straight away, we ask for your express consent in the order confirmation: consent to the supply beginning immediately, and an acknowledgement that you will lose your right to cancel once supply has begun. If you give that consent and we begin to supply the material, the 14-day right to cancel no longer applies to it.
If you do not give that consent, we will not begin supplying the material until the 14-day cancellation period has ended, and you keep your right to cancel during that period.
Losing the right to cancel does not affect your legal rights if the material is faulty, not as described, or not fit for a purpose that you made known to us before you bought it. In those cases you may be entitled to a repair or replacement, a price reduction, or a refund under the Consumer Rights Act 2015.
Our own wording, not a reproduction of the regulations. It describes how regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 applies to what we supply.
Two things follow, and both matter. The consent has to be yours and it has to be given: a box already ticked on your behalf is not consent, which is why it is asked as a question in the confirmation rather than assumed. And where that consent has not been given, the fourteen days in clause 03 run in full, whatever else has happened.
05 How to cancel
Say so in writing to work@photokova.com , or by post to PHOTOKOVA LTD, 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE. Any clear statement will do; the form below exists so that you do not have to word one, and using it is optional.
Model cancellation form
To PHOTOKOVA LTD, 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE, work@photokova.com:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the provision of the following service [*],
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.
Reproduced word for word from Part B of Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Our name, address and email have been written into the space the form leaves for the trader's details; the rest, including the bracketed markers and the note about deleting as appropriate, is as published.
06 Getting your money back
A refund is made within fourteen days of the day we are told you are cancelling, by the same means you paid by, unless you expressly agree to another. You are charged nothing for the refund itself: no administration fee, no handling charge, no deduction of the payment provider's costs.
Where you asked us to begin during the cancellation period, the amount kept back is in proportion to the work actually done by the time you told us, measured against the whole of what was ordered - as the notice in clause 03 says. We show that calculation rather than simply announcing a figure.
07 If something is wrong with the work
Tell us what is wrong and, if you can, which frames. Send the delivered file back with the message where you can; it is much quicker than describing a colour.
Where you deal with us as a consumer, the Consumer Rights Act 2015 gives you this:
- For the service - if it was not carried out with reasonable care and skill, we do it again at no cost; and if doing it again is impossible or cannot be done within a reasonable time and without significant inconvenience to you, you can require a reduction in the price.
- For the files - if they are faulty, not as described, or not fit for a purpose you told us about before buying, you can require them to be repaired or replaced; and where that is not possible, or is not done within a reasonable time and without significant inconvenience, you can require a price reduction or, in the circumstances the Act sets out, a refund.
None of that depends on how a file was delivered, and none of it is affected by clause 04. Where you deal with us as a business rather than as a consumer, clauses 09 and 14 of the Terms of Service are what apply instead.
One thing that is not a fault: a frame that could not be corrected as far as you hoped because of what the camera recorded, where we told you so before the work was quoted for. That is why it is said then rather than afterwards.
08 Complaints
Write to work@photokova.com . Every complaint is answered in writing: acknowledged within five working days of reaching us and answered in full within fifteen working days. Where an answer will take longer than that we say so before the fifteen working days are up, and say what we are waiting for.
Where we cannot put something right we say so and why. Using this route does not affect any right you have to take the matter further, and it is not a step you have to exhaust first.
09 How payment is taken, and in what currency
In pounds sterling (GBP), against the order confirmation, by a card payment through a secure link issued by Stripe or by bank transfer to the account the confirmation names. The figure in the quotation is the whole amount payable, taxes included, and nothing is added to it afterwards.
This site takes no payments and holds no card details. Card numbers go to the payment provider directly and are never entered on a page of this site.