1. Overview
Because our work is custom and time-based, refunds are handled by how far a project has progressed rather than a blanket money-back guarantee. We bill in stages so you only ever pay ahead for a small, defined amount of work.
2. Deposits and milestone payments
Most projects start with a deposit that reserves your slot and covers initial discovery and design work. This deposit is non-refundable once we begin, because that time is spent on your project. Remaining payments are tied to milestones (for example: design approval, development, launch).
3. Cancellation by you
- You may cancel a project in writing at any time by emailing [email protected].
- You are charged for all work completed up to the cancellation date. If you've paid ahead for work not yet done, we refund that unused portion.
- Retainers (SEO, marketing, maintenance, hosting) can be cancelled before the next billing cycle; the current paid cycle runs to its end and isn't pro-rated.
4. Cancellation by us
We rarely cancel, but if we must (for example, the scope becomes unworkable or communication breaks down), we'll refund any payment for work not yet delivered and hand over everything completed and paid for.
5. What is refundable
The unused, pre-paid portion of work not yet started is refundable. If we materially fail to deliver an agreed milestone and can't put it right within a reasonable time, that milestone's fee is refundable.
6. What is not refundable
- Deposits and setup fees once work has started.
- Completed and delivered milestones.
- Domains, hosting already provisioned, third-party licences, plugins, stock assets, and payment-gateway fees — these are paid to others at cost.
- Time-based services already performed (consulting, ad management, SEO work, content already produced).
7. How to request a refund
Email [email protected] with your project name and the reason. We'll review against the work completed and respond within 7 business days with a clear breakdown.
8. Processing time and method
Approved refunds are issued to your original payment method (or by bank transfer where that isn't possible), typically within 14 business days. International refunds may take longer depending on the provider.
9. Disputes
If you're unhappy with an outcome, talk to us first — most issues are solved with a conversation. Please don't file a chargeback before contacting us; we'll always work with you in good faith to reach a fair resolution.
10. Contact us
Questions about a refund or cancellation? Email [email protected] or message us on WhatsApp. See also our Terms of Service.