Refund Policy

1. Fixed-scope projects (including the 7-Day Client Engine Build)

14-day full refund window

You may cancel any fixed-scope project and receive a 100% refund of fees paid if you request the cancellation in writing within 14 days of project kickoff. “Project kickoff” means the date you receive your kickoff questionnaire, kickoff call, or shared workspace — whichever comes first.

After the 14-day window

After kickoff +14 days, refunds are prorated against work delivered. We refund the unearned portion of fees paid based on a good-faith assessment of deliverables produced and time invested up to the cancellation date, less any third-party costs already committed on your behalf (stock licenses, paid tools, subcontractor work).

How proration is calculated

• For multi-phase projects, fees are allocated to phases in the Order.
• Completed phases are non-refundable.
• The in-progress phase is prorated based on documented work-in-progress.
• Phases not yet started are fully refundable.

We will share a written summary of the proration calculation when you request cancellation, and the refunded amount is paid back through the original payment method within 14 business days.

2. Monthly retainers (Managed Growth, ongoing services)

30-day cancellation

Monthly retainers are billed in advance for each calendar month and continue month-to-month. Either party may cancel with at least 30 days’ written notice. The notice period runs from the date we receive your written cancellation request at [email protected].

What happens during the notice period

• We continue to deliver the retainer scope during the 30-day notice window.
• The retainer fee for the notice period is non-refundable.
• We hand off active deliverables, files, and access at the end of the notice period.

Mid-month cancellation

We do not prorate partial months. If you cancel mid-month, the cancellation takes effect at the end of the calendar month following the 30-day notice window, and no partial refund is issued for the current month.

3. What is non-refundable

The following are not refundable, regardless of timing:

• Third-party costs already paid on your behalf — domain registrations, paid tool subscriptions, premium plugins or themes, stock licenses, paid ads, subcontractor invoices.
• Deliverables that have already been accepted in writing.
• Discounts and credits applied to the original invoice (we refund the actual amount paid, not the list price).

4. How to request a refund

Send a written request to [email protected] with:

• Your name and company.
• The Order number or project name.
• A short reason for the cancellation (so we can improve).

We will reply within 2 business days with the refund calculation. Approved refunds are issued through the original payment method within 14 business days of approval. Payment-processor and bank timelines may add up to 5 additional business days for the funds to land in your account.

5. Chargebacks

If a refund is due, we will process it directly — we ask that you reach out to us first rather than filing a chargeback. Chargebacks initiated without first contacting us, or that occur outside the refund windows described above, may be contested with the payment processor.

6. Changes to this policy

This policy is part of our Terms of Service. We may update it from time to time; the version in effect on the date of your Order applies to that Order. The “Effective” date at the top of this page reflects the current version.

7. Questions

Anything unclear? Email us before you sign — we’d rather over-explain up front than refund later.