Refund and cancellation policy
Last updated:
Short version: cancel before we start and you get everything back. Cancel a care plan any time. This policy is part of our terms of service.
Website projects
Your 50% deposit pays for us to reserve time for your project and start work. What's refunded depends on how far we've got:
- Before design work starts: a full refund of your deposit. Design work starts at our kickoff call, or when we receive your completed project brief, whichever comes first.
- After design work starts, before the first design draft: we refund half of your deposit.
- After we send the first design draft: the deposit isn't refunded. The first design draft is the first homepage design we send you, for desktop and phone.
If you cancel after design work has started, you keep the designs we've delivered so far to use however you like, and you don't owe the balance.
If we cancel
If we have to cancel your project for any reason of our own, we refund everything you've paid for work we haven't delivered.
Care plans
You can cancel any time by emailing us. Your plan stops renewing and runs to the end of the month you have paid for. We don't refund part months. When it ends, we hand over your files and any account access we hold.
How to cancel or ask for a refund
Email [email protected] from the address you ordered with. We reply within one business day. Approved refunds go back to your original payment method within 10 business days (your bank may take a few more days to show it).
If you're unhappy with a charge, please talk to us before disputing it with your bank. Disputes take weeks; an email usually takes a day.
Your legal rights
Nothing in this policy limits rights you have under the law that can't be limited.