Refund and cancellation policy

The principle

We'd rather have a client who left on good terms than a fee we had to argue for. So: you pay for work done, you don't pay for work not done, and you keep what you've paid for. Where this policy and a signed proposal or statement of work differ, the signed document wins, because it was written for your project.

Workflow review

If we cancel, or we can't run the sessions as agreed, you get the full fee back, whatever the timing. Rescheduling with 2 business days' notice is free, once.

Fixed-scope build

A build is billed by milestone, with a schedule in the quote. Each milestone has a deposit.

• A milestone we haven't started: its deposit is refunded in full.
• A milestone in progress: we bill the work done at the rate in the quote, plus any third-party cost we've committed on your behalf and can't recover, and refund the rest of the deposit.
• A milestone delivered and accepted: no refund. The work is yours.

On cancellation you receive the code, data, documentation and design files for everything you've paid for, in a form you can hand to another team. If a delivered milestone doesn't do what the acceptance criteria say, we fix it at no charge first. If we can't fix it in two attempts, we refund that milestone.

If we cancel a build for reasons on our side, we refund all prepaid fees for unfinished work and hand over everything finished, at no charge for the handover.

Improvement retainer

Give 30 days' written notice. The retainer ends at the close of the next full billing month. The month in progress isn't prorated. Unused hours in a month don't carry over or convert to a refund, because the team is reserved whether or not you use it. Improvements in progress are finished or handed over in the notice period, your choice.

How refunds are paid

Write to [email protected] or to your project contact. We confirm what's due within 5 business days and pay within 10 business days after that, to the account or card you paid from, in the currency you paid in. Bank charges on international refunds are split. Every refund comes with a credit note or an amended invoice so your books match ours.

Disagreements

If you think we've got a refund wrong, say so and a director will look at it personally within 5 business days. If we still disagree, the dispute clause in your engagement agreement applies.

If you buy online

This site doesn't take payment. If it ever does, India's Consumer Protection (E-Commerce) Rules 2020 require us to show our legal name, address, contact details and this policy. They're all on this page and in the footer. Complaints about a purchase are acknowledged within 48 hours and resolved within one month.