Refund & Service Policy

This policy explains how we handle refunds, cancellations and service delivery. Please read it before engaging us — it's short, and it's the same policy we apply to ourselves.

1. The principle

You pay for work performed. If we've done it, it isn't refundable. If we haven't started it, it is. Everything below is an application of that one rule.

2. Project work

• Cancel before we start: full refund of the deposit, no questions and no fee.
• Cancel during discovery or design: refund of the deposit minus the hours already worked, itemised so you can see exactly what you're paying for.
• Cancel after development has begun: no refund of the deposit, but you receive every file, design and line of code produced to that point.
• Cancel after delivery: no refund. The work exists and is yours.

3. Monthly retainers

• The current month is not refundable once work has begun, because the capacity was reserved for you.
• Future months are cancelled with 30 days' written notice after the initial three-month term, and never charged.
• If we fail to deliver an agreed deliverable in a given month, we credit that month rather than arguing about it.

4. Advertising spend

Ad budget is paid by you directly to Google, Meta or another platform, from your own account. We never hold, invoice or mark up media spend, which means there is nothing for us to refund. Any dispute about spend is between you and the platform, though we'll help you make the case.

5. Revisions

Every project includes the revision rounds stated in its statement of work — typically two at each stage. Revisions within the agreed scope are free and unlimited within those rounds. A change that alters the agreed scope is quoted separately before we do it, never billed as a surprise afterwards.

6. If you're not happy

Tell us early. Most dissatisfaction comes from a mismatch in expectations that could have been resolved in a ten-minute call during week two. We would much rather fix the work than process a refund. If we've genuinely got something wrong, we redo it at our cost.

7. What we don't refund for

• Results that fall short of a projection, where the agreed work was delivered to standard.
• Changes in your business direction, budget or priorities after work has started.
• Delays caused by content, access or approvals not being provided.
• Third-party platform costs, subscriptions or policy decisions.
• Performance changes caused by a platform's own algorithm or policy updates.

8. Disputes and chargebacks

Please raise any billing concern with us directly before contacting your bank or card issuer. Chargebacks filed without contacting us first cost both sides time and money for something that is usually a misunderstanding. We answer billing questions within two business days, and we'll always show you the working.

9. Service delivery

We deliver against the timeline in your statement of work, assuming feedback within five business days at each review point. Where we're going to miss a date, we tell you as soon as we know rather than on the day it was due. Delivered work is handed over in full — files, credentials, repositories and documentation — within 10 business days of final payment or termination.

10. How to request a refund

Email us with your project or invoice reference and what you'd like resolved. We acknowledge within two business days, respond substantively within five, and process any agreed refund to the original payment method within 10 business days.