Refund and Cancellation Policy

1. What this policy covers

It covers work we invoice against a quote: projects, recurring engagements and digital deliveries. Where a project contract says something different, the contract wins.

2. Deposits

A deposit covers planning, holding a slot in our schedule and the first part of the work.

• Cancel before work starts and the deposit is refunded in full, less any costs already incurred.
• Cancel after work has started and we keep the deposit up to the value of the work done, returning the difference.
• If we cannot do the work, the deposit is refunded in full.

3. Work delivered or in progress

Work already delivered or performed is charged and is not refunded. If you cancel mid-project, we calculate it like this:

• We add up the hours and stages completed by the cancellation date, at the rates in the quote.
• We add costs that cannot be cancelled: licences, domains, reserved infrastructure, subcontractor work.
• We compare that with what you have paid. Pay more than the total and we refund the difference; less, and we issue a final invoice.

With the calculation you also get whatever has been built so far, as long as that work has been paid for.

4. Cancelling a recurring engagement

• Cancel by email to [email protected].
• Notice is 30 days before the next cycle starts.
• The service runs to the end of the paid period; after that there are no further charges.
• A month already started is not split or refunded pro rata, unless we did not do the agreed work in that month.
• At the end we hand over access, documentation and data in a common format.

5. When we refund without argument

• A double charge or a wrong amount — we return the difference immediately.
• You paid, work never started, and we cannot do it.
• The delivery differs materially from the quote and we cannot put it right within a reasonable time.

6. How to request a refund

• Write to [email protected] with the invoice number and the reason.
• We reply within 5 working days with a calculation.
• An approved refund is paid within 10 working days of agreement.
• Money goes back the way it came. Card payments are refunded through Stripe; how quickly your bank shows it depends on the bank, usually up to 10 working days.

7. Complaints and disputed payments

If you think a charge is wrong, come to us before opening a dispute with your bank. Nearly everything is settled in a few days. If a dispute is opened anyway, we provide the bank with the contract, the correspondence and evidence of the work delivered.

8. Clients who are consumers

We work mainly with businesses. Individuals — for example creators without a registered business — may in some cases count as consumers. Consumers in the EU generally have 14 days to withdraw from a distance contract, except where the service has been fully performed before that period ends with their express agreement.

9. Contact

[email protected].