Refund Policy

01Before anything is chargeable

Scoping is free. We read your brief, ask questions and write a scope covering approach, milestones and cost at no charge and with no obligation. You only owe us anything once you have accepted that scope in writing.

02How project work is billed

Projects are billed against the milestones set out in the accepted scope. An advance is payable to reserve the team and begin work; the balance is invoiced as each milestone is delivered for review.

The advance covers the time reserved for you and the discovery work that starts immediately, so it is not refundable once work has begun.

03If you cancel a project

If you stop a project after it has started:

• You are billed for work completed and in progress up to the date you tell us, calculated against the milestones in the scope
• Any amount you have paid beyond that is refunded
• You receive everything produced up to that point — code, designs, documentation and access — regardless of the reason for stopping

We would rather fix a problem than hold a payment. If something is going wrong, tell us before you cancel.

04Retainers and maintenance

Retainers are billed monthly in advance and can be stopped with 30 days' notice. The final month is worked and not refunded. Unused hours within a month do not carry over unless the agreement says otherwise.

05Third-party costs and ad spend

Money paid to third parties on your behalf is not refundable by us, because we do not hold it. That includes advertising spend paid to Google or Meta, hosting and cloud charges, domain registrations, and licences for paid themes, plugins or software.

Wherever practical we ask you to hold those accounts in your own name and pay the provider directly, so the money and the control stay with you.

06What we do not guarantee

We do not offer refunds on the basis of search rankings, advertising performance or traffic outcomes. Those depend on competitors, platform changes and market conditions that nobody controls. What we commit to is the work described in the scope, delivered to the standard described there — and if we have not delivered that, say so and we will make it right or refund it.

07Raising a refund

Email us with the invoice number and what you would like resolved. We will respond within five working days. Approved refunds are returned by the same method you paid, and typically reach you within 7–10 working days depending on your bank.