How we review refund requests
We review the invoice, scope of work, communications, deliverables, approvals, revisions, and whether time or technical resources were already allocated. If the issue is a duplicate charge, payment processing error, or an invoice that clearly does not match the approved scope, we will correct it promptly.
If the request relates to dissatisfaction, performance fluctuation, project delay caused by missing approvals, or a change of business priorities after work has begun, the matter is usually handled through revisions, rescoping, or cancellation of future work rather than a refund of completed work.
Items that are usually non-refundable
- Discovery, consulting, strategy sessions, audits, and planning work already delivered.
- Custom design, development, SEO, automation, setup, implementation, or content work that has started or been completed.
- Onboarding, integrations, configuration time, troubleshooting, migrations, and technical support already performed.
- Expedited work, reserved schedule slots, or emergency work that required dedicated capacity.
Deposits and milestone payments
Unless a written agreement says otherwise, deposits and kickoff payments reserve project capacity, scheduling, and initial planning. Once planning, setup, scheduling, or work has begun, those payments are generally non-refundable.
Milestone invoices usually reflect work already completed or resources already allocated up to that stage. If a project stops midstream, completed milestone work and non-cancelable costs remain payable.
Retainers and cancellations
Monthly or recurring services may be billed in advance or on the schedule described in the invoice or agreement. Cancellation usually applies to future cycles after any required notice period. Once a current billing cycle is active and work or reserved capacity for that cycle has started, that cycle is generally non-refundable.
If a client pauses, delays, or stops providing approvals or access, the pause does not automatically create a refund for time already scheduled, retained availability, or work already performed.
