Refund Policy

01What this policy covers

This Refund Policy applies to design, development and marketing services bought from [LEGAL ENTITY NAME]. It sits alongside our Terms of Service; where a signed proposal sets different commercial terms, the proposal wins.

10Deposits

Projects start with a deposit, typically 40–50% of the project fee. The deposit reserves capacity in our schedule and funds the discovery and design stage.

• Before work begins — cancel within 72 hours of paying and before we start, and the deposit is refunded in full.
• After work begins — the deposit becomes non-refundable, because the scheduled capacity is gone and discovery work has been done. Any part of it not yet consumed by delivered work is still credited to you under the next section.

11Milestone payments and part-completed work

If you cancel mid-project, we calculate the position honestly rather than keeping whatever has been invoiced:

• We total the work actually completed and delivered to that date, valued against the agreed milestone schedule.
• We add committed third-party costs we cannot recover.
• If you have paid more than that total, we refund the difference.
• If you have paid less, we invoice the difference.

You receive everything you have paid for — source files, designs and code for the completed portion — once the balance is settled.

100If we cancel

If we terminate an engagement for any reason other than your material breach or non-payment, we refund all fees paid for work not yet delivered, and we hand over everything completed to date at no additional charge.

If we miss an agreed delivery date by more than 30 days for reasons within our control, you may cancel and receive a refund of fees paid for undelivered work.

101What is not refundable

To be direct about it, the following are not refundable:

• Work already completed and delivered, including discovery, designs and code, whether or not you go on to use it.
• Third-party costs already incurred — app store fees, domains, hosting, licences, paid APIs and advertising spend. These are paid to other companies and we cannot recover them.
• Advertising spend that has been delivered by the platform, and any management fee earned on it.
• Change requests you approved and we built.
• Cancellations driven by a change in your own plans, funding or strategy after work has begun.
• Dissatisfaction with a commercial outcome — downloads, ranking, revenue or conversion rate — where the deliverable itself matches the agreed specification. We do not guarantee results, and we say so before you buy.

110Defects and rework

This is separate from refunds, and it is usually the better remedy.

If a deliverable does not match the agreed specification, tell us within the support window stated in your proposal (typically 30 days from delivery) and we will fix it at no charge. That is our first remedy and there is no time limit on how many times we will correct genuine defects within the window.

If we cannot bring a deliverable up to the agreed specification within a reasonable period, you may cancel that milestone and receive a refund of the fee for it.

111Retainers and subscriptions

Monthly retainers are billed in advance and may be cancelled with 30 days' written notice before the next billing date.

• The current month is not refunded once it has begun, since capacity is reserved for you.
• You keep the full service for the remainder of the paid period.
• Unused hours do not roll over and are not refundable in cash.

1000How to request a refund

Email [hello@yourdomain.com] with your project name, invoice number, the amount and the reason. Do not use the website contact form for a refund request — it is not tracked as a formal channel.

We acknowledge within 2 business days and give a written decision within 10 business days. Approved refunds are paid within 14 days to the original payment method, in the original currency.

Bank charges, payment-processor fees and currency movement between the original payment and the refund are not reimbursed.

1001Disagreements and chargebacks

If you disagree with our decision, tell us and we will escalate it internally and respond within a further 10 business days. If that does not resolve it, the dispute process in our Terms of Service applies.

Please raise the issue with us before filing a chargeback. A chargeback opened without contacting us first suspends work immediately, and we will contest it with the delivery record. We would much rather fix the problem.

1010Contact