1. Overview
Because we start work and reserve time as soon as a project begins, our refund terms are tied to the stage the project has reached. Your proposal may set out different terms, in which case the proposal applies.
2. Before work starts
If you cancel in writing before work starts, we refund any deposit paid, less any non-refundable third-party costs already incurred.
3. After work has started
If you cancel after work has started, you pay for the work completed and any committed third-party costs up to the date of cancellation. Deposits and milestones already paid are applied to this amount. Any balance above the work completed is refunded.
4. Completed milestones
Payments for milestones that have been delivered and approved are not refundable, except where we have failed to deliver in line with the agreed specification and cannot correct it within a reasonable time.
5. Defects
Defects are handled under the warranty in our Terms & Conditions. We will fix them before considering any refund.
6. Subscriptions and support plans
Maintenance and support plans are billed in advance for the period stated in your plan. You can cancel before the next billing period starts, and we do not refund periods already started unless required by law.
7. Consumer rights
If you are a consumer, you may have statutory rights, including cancellation rights in your country. Nothing in this policy limits those rights. [Review for consumer-law requirements in your main markets]
8. How to request
Email [email protected] with your project name and reason. Approved refunds are returned to the original payment method where possible, normally within 14 days.