Refund Policy
Billing and refunds: how it works in practice
We want the commercial side of every project to be as clear as the work itself. This page explains, in plain language, how billing works and what our refund policy means for you. The binding wording of the policy is published on the refund information page and in our terms and conditions.
Our policy in short
Payments are not refunded once a bill has been raised. Instead, if a client cannot use a paid service, the amount can be settled against other services that we offer at that time. For example, budget paid for a campaign that was cancelled could be used for website updates, design work or another service of similar value.
Why we bill this way
Most of our work involves people's time from the first day: research, planning, design and setup happen before anything is visible. Advertising budgets paid to platforms such as Google or Meta are spent in real time and cannot be recovered. Settling unused amounts against other services lets clients keep the value of what they paid while covering work that has already been done.
Before you approve a quote
- Read the scope carefully and ask about anything unclear, including how many revisions are included.
- Check the timeline and what is needed from your side, such as content, logins and approvals.
- Confirm how advertising spend is handled and whether it is paid to us or directly to the platform.
- Keep the accepted quote and invoices together for your records.
If something goes wrong
If you are unhappy with a deliverable, tell us as early as possible through the contact page. Most problems can be solved by revising the work or changing the plan. Accepted payment methods are listed on the payment options page.
