Refund policy
Refund and cancellation policy
Last updated: 2 October 2026
We provide custom services: design, development, consultancy, support and marketing. Because each piece of work is made for a specific client, refunds work differently from returning a product. This policy sets out the general principles. The quotation or agreement for your work may contain specific terms, and where it does, those terms apply.
1. Project work
- Advance payments reserve team time and cover initial work such as discovery and planning. If you cancel before any work has started, we will refund the advance less any third-party costs already incurred on your behalf.
- After work has started, you pay for work completed up to the date of cancellation, assessed against the agreed milestones. If you have paid more than the value of completed work, we refund the difference.
- Completed and accepted milestones are not refundable.
- On cancellation, we hand over the work completed and paid for, in its current state.
2. Support plans and AMC
- Monthly support plans can be cancelled with the notice period stated in the agreement. Fees already paid for the current month are not refunded.
- For annual maintenance contracts paid in advance, if you cancel early we refund the unused portion on a pro-rata basis, after deducting the value of any services already delivered beyond the pro-rata allowance, unless the agreement says otherwise.
3. Consultancy, marketing and third-party costs
- Fixed-fee consultancy is refundable in full if cancelled before the engagement starts, and pro-rata for work not yet done if cancelled during it.
- Digital marketing retainers follow the notice period in the agreement. Ad spend paid directly to advertising platforms is governed by those platforms’ own terms.
- Third-party costs paid on your behalf, such as domains, hosting, software licences or app store fees, are generally non-refundable once purchased, because the provider does not refund them to us.
4. How to request a refund
Write to us using the details on our Contact page with your project or invoice reference. We will confirm what is refundable and process approved refunds to the original payment method, normally within 15 working days of agreement. Applicable taxes are adjusted in line with GST rules.
If you are unhappy with our work, please tell us first. Most problems can be fixed, and we would rather put things right than lose a client over a misunderstanding.