Legal / Refunds
When money comes back, when it does not, and how we settle the part in between. We would rather write this down while everyone is happy than argue about it later.
Contents
We sell working time and delivered work, not a product you can return. Anything we have not started is refundable. Anything finished and handed over is not. Everything between those two points is settled on what was actually done, and the milestone structure exists so that number is never a matter of opinion.
Discovery is paid before it starts. Tell us before we begin and you get all of it back. Stop it part way through and we refund the balance not yet worked, and you keep everything written so far, including the specification in whatever state it has reached.
That specification is yours. You can take it to another studio, which is the entire point of buying it separately.
A deposit does two things: it books a slot in the schedule and it pays for the opening work. Cancel before we start and it comes back, less anything already spent on your behalf.
Once the build has started the deposit is not refundable, because the time was reserved for you and turned down for somebody else. It is always credited against the work, never charged on top.
Each milestone is invoiced when it is delivered and accepted. A milestone you have accepted is not refundable.
If you reject one, say what is wrong against the specification and we fix it at no cost. If we cannot make it do what the specification says it does, we refund that milestone rather than argue about it.
If we cannot finish what we agreed, for any reason on our side, we refund the fees for work not delivered and hand over everything built to that point with its source, accounts and credentials. We do not keep money for work you did not receive, and we do not leave you with a system you cannot get into.
You can stop a project at any time, in writing. You pay for accepted milestones and for work already done on the one in progress. We will show you what that work is rather than assert a figure.
Anything paid beyond that is refunded once the final statement is agreed, and you take delivery of the work in whatever state it had reached.
Monthly retainers are paid in advance. Ending one takes effect after the notice period set out in your agreement, and a month already under way is not refunded. How unused hours are treated is stated in that agreement too, so check it before you sign it.
Some costs pass straight through us to somebody else and stop being ours the moment they are paid:
We cannot refund those, because we do not hold them. We tell you before committing you to any of them.
Email [email protected] with the project name, the invoice, and what you think should come back and why. You will get a considered reply within two working days, from someone who has read it.
Approved refunds go back by the same method you paid with. Where that is not possible we will agree another route with you first.
Nothing on this page removes a right you have by law. If you bought as a consumer rather than as a business, your statutory cancellation and refund rights apply on top of everything above, and they win wherever the two disagree.
This policy sits alongside our terms of service.