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Refund & Cancellation Policy

Introduction

Effective date: November 7, 2026

We want every client to be happy with their project, but we also know plans can change. This Refund & Cancellation Policy explains what happens if a project is cancelled and when refunds are given. It’s part of our Terms & Conditions.

Cancelling Before Work Starts

If you cancel after paying the advance but before we’ve started any work, we’ll refund your advance in full. Work is considered started once we’ve held the project kickoff, begun planning, or started any design or development.

Cancelling After Work Starts

Once work has started, our time is already committed to your project, so:

  • The advance payment is non-refundable.
  • Milestone payments for stages you’ve already approved are non-refundable.
  • If the work completed is worth more than what you’ve paid, you’ll be charged for the completed work only, based on the project’s milestones.
  • After all due payments are made, we’ll hand over all the work completed up to the cancellation date, so nothing you’ve paid for is lost.

If We Can’t Deliver

If we cancel a project, or fail to deliver the work agreed in your proposal for reasons on our side, you’ll get a refund for any work that hasn’t been delivered. We’ll also hand over everything completed so far.

Monthly Services

For SEO, digital marketing, social media management, maintenance and other monthly services:

  • You can cancel at any time by letting us know at least 7 days before your next billing date.
  • Payments for the current month are non-refundable, because the work for that month is already underway.
  • Your service continues until the end of the month you’ve paid for.

Non-Refundable Items

The following can’t be refunded once purchased, because we pay third parties for them on your behalf:

  • Domain registrations and renewals
  • Hosting plans
  • Paid themes, plugins, fonts, stock images and software licences
  • Advertising budgets already spent on Google, Facebook or other platforms

Not Happy With the Work?

If something isn’t right, tell us first. Most problems can be fixed with revisions, and we’d much rather fix it than see you leave unhappy. Refunds are not given simply because of a change of mind after a stage has been approved.

How Refunds Are Paid

If you’re eligible for a refund, contact us with your project details. Once approved, we’ll send the refund within 14 working days, using the same payment method you used to pay us, or by bank transfer.

Contact Us

To cancel a project or request a refund, get in touch: