What the start notice means on a custom order

A start notice is the shop's record, made through Esano, that it has actually begun your custom order. It matters because it decides whether you can still cancel for a full refund.

How it works

Custom work begins only when the shop records a start notice after two things happen: you've paid, and you've agreed to the brief in the quote. Payment alone never creates the notice. The notice is stamped with the time it's recorded and cannot be backdated.

Where you see it

When the shop records the notice:

• Your request page shows "Work began {date}." along with a note on what that means for refunds.
• History shows "Seller recorded the start of work".
• A message appears in your conversation with the shop: "Work has started on your paid, agreed brief. This notice is recorded now; it cannot be backdated."

Until then, the request is In progress with a Cancel before work starts button.

Before the notice

You may cancel for a full refund. Select Cancel before work starts on your request page and Esano reviews the request. See Cancel a custom order.

After the notice

A change of mind is no longer refundable. The full agreed quote stays payable if you decide you don't want it. Your request page says: "Change of mind is not refundable; order problems and mandatory rights remain covered."

You're still covered if:

• The shop cancels. A seller cancellation is always a full refund.
• The shop doesn't deliver by the due date plus 3 days. See What to do when a custom order is late.
• The files are missing, corrupt or materially different from the brief. See Report a custom order problem.
• A mandatory consumer right applies to you.

For the full policy, read the Esano Terms of Use. For a plain-language look at the sales terms, see Buyer terms for online purchases. Questions? Contact Esano support.