Refund & Cancellation Policy
A clear explanation of deposits, project stages, recurring services and how refund requests are assessed
Draft for business review. Effective October 12, 2026. These terms should be reviewed by qualified legal counsel before publication; details of your registered entity, governing law, payment practice and consumer obligations must match your actual operations.
01. Read your agreement first
Every project is different. The signed quote or services agreement controls payment stages, refunds, cancellation notice, deliverables and any special commitments. This page explains the general approach where a written agreement does not provide more specific terms.
02. Before work begins
If you request cancellation before work begins, contact us immediately. We assess whether any agreed non-recoverable setup, reserved resources, or third-party costs have actually been incurred, and return any balance owed under the contract and applicable law.
03. Discovery or strategy work completed
Research, meetings, audits, planning documents or wireframes already completed may be chargeable even when development has not started. We explain what was delivered or performed and how it maps to the agreed payment stage.
04. Deposits after development starts
A deposit may cover time reservation, initial design and development effort. It is not automatically forfeited in every circumstance; any refundable portion depends on the written terms, services performed, committed third-party costs and applicable consumer-protection laws.
05. Milestone-based website and app projects
For cancelled projects we assess completed milestones, accepted deliverables, documented work in progress and unpaid balances. A payment tied to a completed and accepted stage is ordinarily treated differently from an unused advance for future work.
06. Revision requests versus defects
A defect means the delivered work fails an agreed requirement; we review eligible correction requests under the acceptance or warranty terms. A request for a new page, new integration or different design direction may be an out-of-scope change rather than grounds for a refund.
07. Missed delivery targets
If a deadline is missed, we examine the project record including client-provided content, approvals, scope changes, dependencies and provider outages. Any remedies, revised dates, credits or refunds depend on the agreement and applicable law; we do not automatically deny remedies solely because the project is delayed.
08. Monthly marketing or maintenance retainers
Monthly plans are billed for scheduled management, monitoring or other contracted services, not guaranteed leads or results. Future services may be cancelled using the agreed notice procedure. Fees for unused future periods are addressed under your contract and applicable law.
09. Ad spend, domains and external subscriptions
Amounts paid to advertising networks, registrars, hosting providers, stock-media vendors or software platforms are subject to those suppliers’ refund terms. We identify third-party charges separately where practical; any recoverable amount is handled according to the contract.
10. Temporary pause of a project
If you need to pause a project, please ask in writing. We will explain the impact on scheduling, asset retention, team availability and any restart fee before you decide. A pause is not necessarily a cancellation.
11. How to request a cancellation or refund
Send your name, business, project reference, invoice details, requested remedy and reason through our Contact page. Do not include sensitive payment information. We will review the signed agreement and delivery records, and explain the outcome and any next steps.
12. If a refund is approved
Approved refunds are ordinarily returned through an appropriate original or agreed payment route, subject to provider procedures and any legally required checks. Processing times can vary by payment method; we will communicate relevant details.
13. Disputes and statutory rights
Nothing in this policy removes non-waivable statutory rights. Where you disagree with a decision, reply with supporting details so we can reassess the relevant records and contract terms.
14. Examples to clarify common situations
Example A: a client changes their mind before any work begins; recoverable advance is reviewed against actual commitments. Example B: a client requests five extra pages after approving a three-page scope; the new work needs a separate quote. Example C: a delivered contact form does not submit correctly under agreed specifications; it should be investigated as a defect, not simply classified as a change request.
Related policies: Terms & Conditions · Acceptable Use · Refunds & Cancellation · Privacy
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