1. Fixed-price projects
Fixed-price milestones are non-refundable once the milestone is accepted or delivered. If delivered work fails the acceptance criteria in the contract, we fix it under the 30-day warranty. If we cannot fix a genuine defect, the milestone fee for that specific defect is refundable pro-rata.
2. Retainers
Retainer months already started are non-refundable. If you cancel within a retainer period, service continues to the end of that period; no refund for unused capacity within the month. Rolled-over hours (up to 15% of monthly capacity) are honoured at the next month's rate if you continue.
3. Day-rate contracts
Day-rate days already billed are non-refundable. If a scheduled day is cancelled with less than 48 hours notice, the day is billed as booked. Cancellations with 48+ hours notice are not billed.
4. Discovery + audit fees
Paid discovery and audit fees are non-refundable once the discovery call has run or the audit report has been delivered.
5. Deposits
Deposits (typically 30% of fixed-price project total) are non-refundable once accepted. If we fail to deliver the initial milestone within the contracted window (extended by any scoping delays caused by you), the deposit is refundable in full.
6. Exceptional circumstances
If we mutually agree an engagement is no longer the right fit, we will discuss a fair settlement of work completed and any refund of unearned prepayment. We prefer good-faith conversations to legal disputes.
7. Consumer rights
Our services are B2B only. UK Consumer Rights Act 2015 provisions for consumers do not apply. Both parties are business-to-business trading under contract.
8. How to request a refund
Email [email protected] with subject line "Refund request", referencing your invoice or engagement. We respond within 5 working days.