Refund & engagement termination policy.
We sell services, not products — so this page is a little different. Here is how we handle change of mind, scope changes, and ending engagements early.
Discovery sprint refunds
If you commission a discovery sprint and feel within the first three working days that we are not the right fit, we will refund 50% of the sprint fee. Beyond day three, the sprint fee is non-refundable as we will have committed senior time to the work.
Project deposits
Projects start with a 30% deposit. This deposit is non-refundable once we have begun work, because it covers the scheduling and senior-time commitment we have made to your project. If you cancel before we begin, we refund the deposit minus a 10% administrative fee.
Milestone refunds during a project
Projects are billed at four milestones: deposit, end of discovery, end of design, and launch. If you choose to end the engagement mid-project, we invoice for work completed up to the next milestone, and any further fees are refunded.
Retainer refunds
Retainers are billed monthly in advance. You may cancel a retainer at any time with 30 days notice. We do not pro-rate refunds within a paid month; instead, we use the remaining time to ship the strongest possible final piece of work for you.
Disputed work
If you are unhappy with delivered work, write to us first. We will arrange a call, talk through what is wrong, and remediate at no additional cost if the issue falls within the agreed Statement of Work.
Refund processing
Approved refunds are processed within 14 working days via the original payment method, where possible. International transfers may take longer depending on banking arrangements.
Contact
Refund questions should go directly to [email protected] with "Refund query" in the subject line.