Refund policy

Our approach to refunds

Last updated: October 2026. This page describes how we operate and is provided for general information. It is not legal advice, and you should consult a qualified lawyer about your own circumstances.

We want clients to be satisfied with our work, and we price and scope services so that expectations are clear from the start. This policy explains when refunds are available. It should be read together with your written proposal and our terms and conditions.

The 30-day window

If you are not satisfied with a service, you may request a refund within 30 days of the start of the engagement or of the first payment, whichever is earlier, as described in your proposal. Requests must be made in writing through the contact page or by message, explaining the reason so that we can try to resolve the issue first.

We encourage clients to raise concerns early. Many issues can be fixed with a revised deliverable, a changed approach or a conversation about expectations, and we will always try to do that before a refund.

What is refundable

• Fees for work that has not been started or delivered.

• Fees for deliverables that materially fail to meet the agreed scope after we have had a reasonable chance to correct them.

• Duplicate or mistaken payments.

Refunds are calculated after deducting the value of work already completed and delivered, and any non-recoverable third-party costs we paid on your behalf.

What is not refundable

• Advertising spend paid to platforms such as Google or Meta, which is outside our control and not paid to us.

• Third-party costs such as domains, hosting, premium plugins, themes, stock images and software licences.

• Work that has been delivered and approved, or fees for time already worked.

• Results that differ from expectations where we followed the agreed scope. We do not guarantee rankings, traffic or sales, as explained in the terms.

• Services cancelled after the 30-day window, although you may stop future billing on a retainer with notice.

How to request a refund

Send your request with your name, project and reason through the contact page. We acknowledge requests promptly and aim to review and respond within a few business days. Approved refunds are returned using the original payment method where possible, and bank or processor timelines may add several days.

Questions about invoices or billing are welcome at any time. For related information see our privacy policy and digital policies.