§01 The short version
You can cancel a project or recurring service at any time, in writing. Email [email protected] with the subject "Cancellation" and we'll confirm within one business day.
We don't believe in trapping anyone in contracts, so we keep this policy short and even-handed. The detail below is just the boring-but-important bit.
§02 If you cancel a project
- Work completed up to the cancellation date is invoiced and due.
- The deposit is generally non-refundable. It pays for the time we set aside and the work we turned away to take you on.
- Finalised deliverables are yours; works-in-progress are not transferred.
- If we agreed milestone billing in the SOW, that schedule applies instead.
§03 If we cancel a project
We may end an engagement if:
- Invoices are unpaid more than 30 days past due.
- The brief has materially changed beyond the agreed scope and we can't reach new terms.
- The work would require us to break the law or our own ethical commitments.
In those cases, completed work is invoiced as in §02 and the deposit is retained. We'll always flag the issue and try to resolve it before pulling the plug.
§04 Recurring services
Hosting, retainers, and maintenance plans run on a rolling basis until cancelled.
- Monthly plans: cancel any time with at least 31 days' prior notice. The current period runs to its end. We don't pro-rate partial months.
- Annual plans paid up-front: cancellation midway through the term doesn't trigger a refund of the unused portion. Renewal can be opted out of by emailing us before the renewal date.
- Migrations away: we'll provide a clean export of your data, configuration, and access credentials at no charge within 7 days of cancellation.
§05 Refunds, when we issue them
- If we cancel before any work is delivered: 100% refund.
- If work has been delivered: refund of the unused portion of the engagement only.
- Hosting downtime exceeding our 99.99% SLA in a calendar month is pro-rated as service credit on the next invoice.
- Anything outside these cases is at our discretion. We err generous when the situation is genuinely unusual.
§06 How long refunds take
Refunds are issued via the original payment method within 14 business days of approval. Bank-side processing on the receiving end can add a few extra days depending on your country.
§07 Disputes
If anything seems off (an invoice you don't recognise, a refund that didn't land, work that wasn't what you expected), email us first. We'd much rather solve it directly than have it mediated by your card issuer or bank, and we move fast on legitimate complaints.
§08 Contact
Email [email protected] to start a cancellation, request a refund, or ask anything else about this policy.