We sell professional services: time, expertise, and custom work. Because that work cannot be returned once it has been performed, fees for work already performed are non-refundable.
This policy explains how deposits, cancellations, and recurring services work. It is part of our Terms of Service. If your signed agreement with us says something different, your agreement controls.
01Project deposits
Many projects begin with a deposit that reserves time on our schedule. Work begins when we start discovery, planning, research, design, writing, or development for your project.
- If you cancel in writing before work begins, we will refund your deposit, minus any third-party costs we have already paid on your behalf.
- Once work begins, your deposit is non-refundable and is applied to the work performed.
02Canceling a project
You may cancel a project at any time by notifying us in writing. Email is fine. When you cancel:
- You owe for all work performed through the date we receive your notice, plus any third-party costs that cannot be canceled.
- Payments already made for work performed, including completed milestones, are not refunded.
- If you have prepaid for work that has not yet been performed, beyond your deposit, we will credit or refund that unused amount.
03Hourly work
Hourly work is billed for the time actually spent and is non-refundable.
04Monthly services
This section covers hosting, maintenance, SEO, and other monthly retainers.
- Monthly services continue month to month unless your agreement sets a minimum term.
- You may cancel at any time with 30 days' written notice.
- Monthly services are billed in advance. We do not provide refunds or prorated credits for partial months, or for unused hours or services.
- Unused retainer hours do not roll over and are not refunded.
- Hosted services remain active through the end of your notice period. Once your account is paid in full, we will provide an export of your website on request.
05Third-party costs
Domains, software licenses, plugins, themes, stock images, hosting upgrades, and advertising spend paid to platforms such as Google or Meta are not refundable by us. They are subject to each vendor's own refund policy. Where a vendor allows refunds, we will help you request one.
06If you are not satisfied
We want you to be happy with our work. If a deliverable does not match the agreed scope, tell us in writing within 10 business days of delivery and explain what does not match. We will revise the deliverable to meet the agreed scope. That revision is your remedy under this policy.
Deliverables that are not disputed within 10 business days of delivery are considered accepted.
Results that depend on factors outside our control, such as search rankings, traffic, leads, or sales, are not grounds for a refund. See "No guarantee of results" in our Terms of Service.
07If we end the engagement
If we end an engagement for any reason other than your breach of our agreement or non-payment, we will refund any amount you prepaid for work we have not yet performed.
08Payment disputes and chargebacks
If you have a concern about a charge, please contact us first. You agree to give us at least 10 business days to resolve it before disputing the charge with your bank or card issuer. Disputing a charge for work performed under this policy is a breach of our Terms of Service, and we may suspend services until the dispute is resolved.
09Refunds outside this policy
Any refund beyond what this policy provides is at our sole discretion. Making one does not change this policy for future purchases.
10How to cancel or request a refund
Email [email protected] with your name, your business name, and the project or service you want to cancel. Approved refunds are issued to the original payment method within 10 business days.