1. Principle
Fees pay for time, skill and work performed, not only for a final file. Refunds therefore reflect the work completed and costs incurred at the time of cancellation.
2. Refund schedule
Refunds are calculated on the amount you have paid for the project and depend on the stage at which you cancel in writing:
- Planning stage (before development begins): 80% of the amount paid is refunded.
- Within the first 25% of the estimated development time: 50% of the amount paid is refunded.
- After 25% of the estimated development time has passed: no refund.
3. How the stages are measured
The planning stage covers discovery, scoping, wireframes and design planning, up to the date development starts. Development time is measured against the timeline in the proposal. The date we receive your written cancellation request decides which stage applies. We will confirm the current stage when you ask.
4. Advance payment
Our projects begin with a 20% advance, as set out in our Payment Terms. The advance is part of the amount paid and is refunded under the schedule above.
5. Delivered work
Once the final deliverables are accepted, launched or handed over, fees are non-refundable. If something does not match the agreed scope, we will fix it under our warranty and revision terms rather than refund.
6. When we cannot deliver
If we are unable to deliver the agreed scope for a reason within our control and cannot resolve it after a reasonable opportunity to correct, we will refund the fees paid for the undelivered part, regardless of the schedule above.
7. Non-refundable items
The percentages in section 2 apply to the project fee. These items are not refundable:
- Third-party costs already paid on your behalf (domains, hosting, licences, stock assets, app store fees, SMS or messaging credits).
- Subscription, maintenance or support fees for a period already started.
- Change-request work you approved and that was completed.
8. How to request a refund
Send your cancellation or refund request in writing by email with your project details. We will confirm the stage and the refund amount, and process any refund to the original payment method within a reasonable period. Payment provider timelines may apply.
9. Disputes and chargebacks
Please contact us first so we can resolve any concern. Initiating a chargeback without contacting us may delay resolution.
10. Statutory rights
Nothing in this policy limits any rights you have under applicable consumer or commercial law that cannot be excluded.