This policy explains when fees are refundable and how to cancel an engagement.
Cancelling a monthly retainer
Standard monthly retainers may be cancelled by either party with 30 days written notice. The notice period is delivered and payable. There is no cancellation penalty and no minimum term on standard monthly plans.
Scope shortfall
If we fail to deliver the agreed deliverables in a month, and the shortfall was not caused by delayed input or approval from your side, that month fee is refunded or credited at your choice.
Website, branding and other project work
The commencement payment is refundable in full if the project is cancelled before work begins. Once design or development has started, amounts covering work already performed are non-refundable. Any balance not yet earned is refunded.
Prepaid and fixed-term arrangements
Where months have been prepaid, unused whole months are refundable less any discount that was given in exchange for prepaying.
Advertising spend
Money already paid to an advertising platform cannot be refunded by us. Unspent balances remain in your own account, which you control.
Third-party costs
Amounts already committed to third parties on your behalf — platform fees, licences, print, talent, travel or studio bookings — are not refundable once committed.
How to request a refund
Write to us using the contact details on this site, stating the engagement and the reason. Approved refunds are processed to the original payment method within 10 working days.