Refund Policy

Last updated 18 September 2026

How money works when something is cancelled or goes wrong. This sits alongside the terms and conditions.

1. Before any work starts

If you pay and then change your mind before we have started, you get the whole amount back. Write to us at the address below and it goes back within 10 working days, to the method you paid with.

2. Once work has started

We invoice for time and for work delivered. If you stop an engagement mid month, we finish and hand over what is already in progress, and we refund the part of the retainer that covers work not yet done. A project stopped part way is charged for the stage completed, and anything paid beyond that comes back.

3. Work that is not right

Tell us within 14 days of delivery and be specific about what is wrong. We fix it at our cost. If we cannot put it right, we refund the part of the fee that covers that piece of work.

4. What is not refundable

• Advertising budget already spent on your own account, because it went to the platform and not to us.
• Work already delivered and approved by you.
• Third party costs we paid on your written instruction, such as a stock licence or a paid tool, once they are non refundable to us.

5. Chargebacks

If something is wrong, write to us first. We would rather fix it or refund it than argue with a bank, and we answer within two working days.

6. How to ask

Email us with the invoice number and what you would like refunded. We reply within two working days with a decision and, where a refund is due, when it will land.

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