On this page
In plain English
- You pay for hours actually worked.
- Unused prepaid hours are refunded or credited.
- After the minimum term, cancel with 30 days’ notice.
- Third-party costs follow the supplier’s own policy.
How we bill
We bill for hours logged against your engagement, at the rate in your proposal or statement of work, and share an itemised log every cycle. Because you pay for time actually spent, there’s no fixed package fee to refund.
Cancelling an engagement
- During the three-month minimum term, you can end the engagement early. Hours already worked and costs already committed remain payable.
- After the minimum term, you can cancel at any time with 30 days’ written notice to [email protected].
- If we seriously fail to deliver what we agreed and don’t put it right within 14 days of your written notice, you can end the engagement immediately.
Refunds
- Prepaid hours not used. If you’ve paid in advance for hours we haven’t worked when the engagement ends, we’ll refund them, or credit them to future work if you prefer.
- Hours worked. Hours already logged and delivered are not refundable.
- Billing errors. If we’ve charged you incorrectly, we’ll correct it and refund the difference.
- Timing. Approved refunds are paid to the original payment method within 14 business days.
Third-party costs
Advertising spend, software, licences, hosting, stock images and fonts are bought from other suppliers, directly by you or reimbursed to us at cost. Their refund terms are set by those suppliers, not by us, but we’ll help you cancel or recover what we can.
Disputes
If you think a charge is wrong, email [email protected] with the invoice number. We’ll respond within 5 business days. Anything we can’t resolve together is governed by our Service Terms.
Other policies