1. Overview
Website projects involve planning, design, and development work that begins soon after a project is accepted. This policy aims to be fair to both sides by linking any refund to the work that has and has not been done.
2. Proposals, deposits, and milestone payments
Your proposal sets out the payment schedule. Unless your proposal says otherwise, deposits and milestone payments cover work that has been scheduled or started, and are not refundable for that work.
3. Cancelling a project
You can cancel a project by sending us written notice through the contact form. If you cancel:
- we will invoice for work completed up to the date of cancellation, including planning, design, development, and meetings;
- amounts you prepaid for work that has not started will be refunded, less any non-refundable third-party costs we have already incurred; and
- any files or work in progress will be handled as described in your proposal, and ownership of unfinished work is transferred only once the amounts due are paid.
4. When a refund may be available
We will consider a refund in situations such as:
- you paid for work that has not been started;
- a payment was made in error or duplicated;
- we have not delivered the agreed scope after you gave us a reasonable opportunity to put it right; or
- a refund is required by law.
5. What is not refundable
The following are generally not refundable:
- domain registrations, hosting, premium themes, paid plugins, licences, stock assets, and third-party subscriptions;
- payment gateway fees and advertising spend;
- work that has been delivered, approved, or put live; and
- refunds sought only because of a change of preference after a design or feature was approved.
Fees charged by platforms such as Shopify or hosting providers are handled under their own terms, and we cannot refund them.
6. Revisions and changes in scope
The number of design revisions is set out in your proposal. Extra revisions or changes to the agreed scope are quoted separately and are not grounds for a refund.
7. Cancellation or pausing by us
We may pause or end a project if payments are overdue, if required content or approvals are not provided for an extended period, or if these terms are breached. If we cancel for reasons that are not your fault, we will refund amounts paid for work we did not deliver.
8. Ongoing services
If you have agreed to ongoing services such as hosting, maintenance, or support, cancellation notice periods are stated in your proposal. Unless stated otherwise, fees for a period that has already started are not refunded.
9. How to request a cancellation or refund
Contact us through the contact form and include your name, business name, project or invoice reference, and the reason for your request. We will review it and reply within a reasonable time. Approved refunds are returned to the original payment method where possible, and timing depends on your payment provider.
10. Your statutory rights
Nothing in this policy limits any rights you have under consumer protection or other laws that cannot be excluded.