Refunds & Cancellations

1. What we sell

We sell professional services delivered over a defined period — design and development of websites, online stores, portals and custom software — together with optional monthly care plans. We do not sell physical goods or downloadable products, and no plan renews without an invoice you can see first.

2. Booking and deposit

A project is confirmed when you accept the written proposal and pay the 50% deposit. The deposit reserves your start date, which means we are turning other work away for that period.

3. Cancelling before work begins

You may cancel for any reason, in writing, and receive a full refund of everything paid, provided you cancel both:

• ›within 14 days of accepting the proposal; and
• ›at least 5 working days before the agreed start date.

4. Cancelling close to the start date

If you cancel less than 5 working days before the agreed start date, we will refund the deposit less a booking fee of 25% of the deposit, which covers the reserved period we can no longer fill.

If you need to move the dates rather than cancel, tell us as early as you can. We will reschedule once at no charge where our calendar allows it, and a rescheduled project keeps its original deposit.

5. Cancelling after work has begun

Once work has started you may still cancel in writing at any time. We will stop immediately, invoice only for work properly performed up to that point, and refund the balance of anything paid in advance.

You receive whatever has been completed — designs, code, content — in a usable state, together with the accounts already registered in your name. The money already spent still produces something you can hand to another developer.

Where a project is complete and delivered, the fee is not refundable. You own the work at that point, and it cannot be returned.

6. If we cancel

We may decline or discontinue a project — for example where the scope turns out to be materially different from what was described, where we conclude we are not the right people to finish it well, or where continuing would breach our acceptable use terms.

If we cancel for any reason other than your breach of our terms, you receive a full refund of everything paid for work not yet performed, you keep everything produced so far, and we will say plainly why we stopped.

7. Care plans

Care plans are billed monthly in advance. You may cancel at any time with 30 days' written notice, effective at the end of the notice period.

We do not refund part-used months, but nothing renews silently — every period is invoiced before it starts, so you always see a charge coming before it is taken. Cancelling a care plan does not affect anything you own; your site and accounts remain yours.

8. If the work is not right

If a deliverable does not match the scope in the proposal, tell us within 14 days of receiving it and we will correct it at our cost. This is the first remedy, and in practice it resolves the issue.

For 30 days after launch, anything we built that does not work as described is fixed free of charge.

If we cannot correct it, we will refund the portion of the fee relating to the deficient part of the work.

A change of mind about a design we built to an approved brief is not a defect — but tell us anyway, because we would usually rather fix the relationship than win the argument.

9. How refunds are paid

Refunds are issued to the original payment method. Card refunds are submitted within 5 working days of approval and normally appear on your statement within 5 to 10 working days after that, depending on your bank. Bank transfer refunds are sent within 10 working days.

Refunds are made in USD, in the amount originally received. We cannot refund exchange rate movements or fees charged by your own bank.

Third-party costs already spent on your behalf — a domain registration, a paid licence, a year of hosting — are not refundable to us and so cannot be refunded to you. You keep whatever was bought.

10. Raising a problem

Contact us first, using the details on the contact page, and tell us what went wrong. We acknowledge complaints within 2 working days and aim to resolve them within 10.

We would always rather resolve a dispute directly than see it become a chargeback, and we have never refused to discuss one.