Refund & Cancellation Policy
Because our services are custom work, refunds depend on the stage of the project. This policy explains how that works. A signed proposal or agreement takes priority over this page.
Last updated: 7 November 2026
Advance payments
An advance reserves our team's time and covers discovery and planning. If you cancel before any work has started, the advance is refunded after deducting transaction costs.
After work has started
If a project is cancelled after work starts, you pay for work completed up to the cancellation date, and any unused balance is refunded. You receive the work that has been paid for.
Completed milestones
Payments for milestones that you have approved are not refundable, because that work has been delivered.
Support plans
Monthly support plans can be cancelled at any time and stop at the end of the current billing period. Fees already paid for a running period are not refundable.
Third-party costs
Domains, hosting, licences, store fees and other third-party purchases made on your behalf cannot be refunded by us.
How to request a refund
Email us with your project details. We review requests within 7 working days, and approved refunds are paid to the original payment method within 10 working days.