A LEGAL DISCLAIMER
This Refund Policy explains when we offer refunds and how they work. We’ve kept it clear and fair — because nobody enjoys messy back-and-forth (including us).
1) The short version
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If you’ve paid for something we haven’t started, you can usually get a refund.
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If we’ve started or delivered work, refunds depend on what’s been done.
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Subscriptions can be cancelled, but you generally don’t get money back for time already covered.
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Third-party costs (software, domains, hosting, ads, card terminals etc.) are non-refundable unless that supplier refunds them.
2) Project work (one-off work)
This covers things like operational setup, systems builds, website builds, process design, “sort my business out” projects, or anything with a defined scope.
Before we start
If you cancel before work begins, we’ll refund what you’ve paid minus any non-refundable third-party costs already committed (if any).
REFUND POLICY - THE BASICS
After we start
Once we’ve started, we can’t usually refund in full — because time, planning, and build work has already happened.
If you cancel after we’ve begun:
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you’ll pay for work completed up to that point (at the agreed project rate or our standard rate if applicable), and
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we’ll refund any remaining unused balance, minus any non-refundable third-party costs.
If the project is milestone-based, completed milestones are non-refundable.
If you disappear (it happens)
If a project stalls because we can’t get access, approvals, or information from you for 30+ days, we’ll pause it. If it goes beyond [60/90] days, we may close the project. Any refund would only apply to undone work, not completed work or third-party costs.
3) Monthly plans / retainers (ongoing support)
This covers ongoing support like ops support, admin/system support, ongoing improvements, website care, IT support, and similar.
Cancelling a monthly plan
You can cancel with 30 days’ notice (unless your agreement says otherwise).
Refunds on monthly plans
Monthly payments are generally non-refundable once the billing period has started, because the time is reserved and work is underway (even if you didn’t use it as much as you hoped that month).
If you cancel mid-month, your plan stays active until the end of the paid period.
Pausing
If you need to pause, tell us — we’ll try to be reasonable. But if work is booked, scheduled, or in progress, we can’t promise a refund for that time.
4) Digital products / downloads (if you sell any)
If you sell any downloadable resources, templates, or digital files (now or in future), these are typically non-refundable once downloaded, unless the file is faulty or misdescribed.
5) Third-party services & costs
Some costs are paid to other companies — for example:
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domains, hosting, email services
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software subscriptions (CRM, routing tools, accounting tools)
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payment services / terminals
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advertising spend
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licence fees
These are not refundable by us once purchased, unless the third party refunds them.
6) If we mess up
If we don’t deliver the service we agreed to, or we’ve clearly fallen short, tell us — we’ll put it right. Depending on the situation, that might mean:
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redoing the work,
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completing the missing part, or
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a partial refund where appropriate.
We’re not here to argue over pennies. We’re here to do proper work.
7) How to request a refund
Email us at [your email] with:
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your name and business name
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the invoice number (if you have it)
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what you paid for
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what’s gone wrong / why you’re requesting a refund