We sell professional services, not boxed products, so "returns" here means cancellations, refunds and what happens to money already paid when a project changes course. The short version: you never pay for work that has not been done, and we never keep money we have not earned.
How payment is structured
Projects are billed in milestones set out in your proposal — typically a forty percent deposit to reserve the team and begin discovery, a further payment at design approval, and the balance at launch. Monthly retainers (optimisation, research programmes) are billed at the start of each month.
Cancelling before work starts
Cancel within seven days of paying your deposit and before the kickoff workshop has taken place, and the deposit is refunded in full, no questions asked. After kickoff, the deposit covers the discovery work already underway and becomes non-refundable, though any unused portion beyond work performed is returned at our reasonable assessment.
Cancelling mid-project
Either side may end an engagement with fourteen days' written notice. We then:
- invoice work completed up to the effective date at the proposal's rates;
- refund any payments received that exceed the value of completed work;
- hand over all completed designs, code and content once the final position is settled.
Nothing is held hostage. Files, credentials and accounts registered in your name are transferred regardless of who initiated the cancellation.
Retainers
Monthly retainers may be cancelled with notice before the next billing date; the current month runs to completion since the team time is already committed. Months paid in advance beyond the current one are refunded in full.
If something we delivered is defective
Delivered work is covered by a ninety-day defect warranty: if a feature does not function as specified in the proposal, we fix it free of charge, at priority. If we cannot fix a substantiated defect within a reasonable time, you are entitled to a proportional refund of the affected milestone. This warranty covers our work, not changes made by third parties, plugin updates outside our control, or hosting failures.
What is not refundable
Third-party costs purchased on your behalf and already incurred — domain registrations, stock licences, hosting fees, paid plugins — follow the refund terms of their vendors, which are usually non-refundable. We list these costs separately in every proposal so there are no surprises.
How to raise a refund request
Email [email protected] with your company name and invoice number. We acknowledge within two working days and resolve agreed refunds within fourteen days, paid by the method you originally used. If we disagree about what is owed, clause C of our Terms & Conditions governs how the dispute is resolved — though in twelve years it has never come to that.