1. Overview
This Refund Policy explains how payments are handled if a project is cancelled, paused, or doesn't meet expectations. It sits alongside our Service Agreement; where the two conflict, the signed proposal or statement of work controls.
2. Deposits
Project deposits are non-refundable. Deposits reserve capacity on our schedule and cover discovery, strategy, and initial design work that begins as soon as you sign off.
3. Milestone Payments
- Milestone payments cover work already completed and approved. Payments for delivered milestones are non-refundable.
- If you cancel mid-project, you're responsible for work completed and expenses incurred through the cancellation date. Any pre-paid amount above that is refunded within 14 business days.
4. Recurring Plans (Care, Hosting, Retainers)
- Recurring plans are billed monthly in advance and are non-refundable for the current month.
- You can cancel at any time with 30 days' written notice. Service continues through the paid period; no further charges occur after cancellation is effective.
- Unused hours in a monthly retainer do not roll over and are not refundable.
5. Third-Party Fees
Fees paid to third-party providers on your behalf — domains, hosting, stock media, premium plugins, ad spend — are non-refundable once purchased, regardless of project status.
6. Chargebacks
Please contact us before initiating a chargeback. We'll work to resolve any concern quickly. Chargebacks filed without prior notice may result in immediate suspension of services and are treated as a material breach of our agreement.
7. How to Request a Refund
Send a written request through our contact page with your project name, invoice number, and reason. Eligible refunds are processed to the original payment method within 14 business days of approval.
8. Changes to This Policy
We may update this Refund Policy from time to time. The "Last updated" date above reflects the current version.
Need to talk about a refund?
Reach out first — we'll work with you to make it right.