Refund Policy

The deposit is refundable while work has not started. Once work has begun it is not refundable, because the time it pays for has been spent on your project. Everything else follows the stages you have actually paid for: you pay for work that is done, and we refund what has not been started. We would rather state this clearly at the start than treat it as a surprise in week three.

The deposit is fifty per cent of the project fee and is required to begin work. Before any work begins, it is refundable in full. From the moment work begins, it is non-refundable.

Work begins on the first working day of the discovery stage, once the deposit has cleared and we have the access and inputs we need to start. If we have not started, you have not paid for anything yet, and we will refund the deposit.

The reason is straightforward. The deposit pays for the first days of the designer's and the developer's time on your project: reading your business, mapping your competitors, structuring the site and opening the design work. Those hours are spent whether or not the project continues, and they cannot be un-spent and re-sold.

If you cancel after work has begun, we refund the portion of the deposit that relates to stages we have not started, less any third-party costs we have already paid on your behalf. We calculate this from the stage values in your quotation and we show you the working, line by line.

In practice, most of the deposit covers discovery, strategy and the first round of design, so a cancellation after that point usually produces little or no refund. A cancellation made before discovery begins produces a full refund. Later milestones you have not paid are simply not owed in the first place.

If we cannot deliver the project within the agreed delivery window for reasons within our control, and we cannot agree a revised window with you, you may cancel. In that case we refund the amounts paid for stages we have not started, and for work in progress we hand over everything produced to date and refund the part of the payment that relates to work not completed.

If we fail to deliver the project at all, every amount you have paid is refunded. If the delay is caused by your side, or by a third party outside our control, this section does not apply and the delivery policy governs the timeline instead.

1. 01 Email noumanshaban6@gmail.com with the subject line "Refund request" and your invoice reference in it.
2. 02 Include your name, your business name, the invoice reference, and a short note on the reason for the request. A short note is enough; a long one is not required.
3. 03 We acknowledge the request within three working days, and confirm the calculation and the outcome within ten working days.
4. 04 Approved refunds are returned to the original payment method. A bank transfer is returned by transfer to the account you paid from; a card payment is refunded by Safepay to the same card. We cannot return a card payment to a different card or to a different account.

If the reason for the cancellation is something we did, tell us plainly. We will look at it before we look at the policy, and where we are at fault we will correct it.

Some costs are gone the moment they are spent, and they come out of any refund. This is not a penalty; it is simply what has already been paid to somebody else.

• Domain registration already paid. A domain cannot be transferred back to a registrar pool, and it usually cannot be refunded.
• Hosting already paid for the current period.
• Premium plugins, licences, fonts and stock media already purchased, because those licences are granted to you, not to us.
• Commissioned photography, video or other content that has been produced and delivered.
• Bank and gateway charges on the original payment, which are not refundable.
• Any charges levied by the payment provider on the refund itself, which follow the provider's published terms.

• Work that has already been delivered and approved, in whole or in part.
• Domain registrations, hosting and licences already paid, as set out in the previous section.
• Time already spent on a support request, a troubleshooting session or an out-of-scope change that has been performed.
• A project that has been handed over and put into commercial use. At that point the design, the code and the content are yours, and what you have paid for has been delivered.

If you do not agree with a refund calculation, tell us and send us the detail. We will review it, we will explain the working, and where we have made a mistake we will correct it. We would rather resolve a disagreement directly than argue about it or leave it to a third party.

The dispute resolution steps in the Terms and Conditions apply to refund disagreements as much as to anything else.