Cancellations are uncommon but they happen. This is the general position, and the specific terms on your quotation take precedence over anything here.
The principle
You pay for work performed. When a project is cancelled, we assess the effort already spent and the third party costs already committed, and settle on that basis. Work delivered is chargeable regardless of whether you go on to use it.
Cancelling before work starts
If you cancel after accepting a quotation but before kickoff, tell us immediately. Deposits are not automatically refundable, because the deposit reserves a production slot and covers planning work. Where nothing has been committed or spent, we will discuss the position with you.
Cancelling during a project
We calculate the work completed to that point and issue a final statement. Where payments received exceed that value, the balance is returned. Where they do not, the shortfall is invoiced. You receive what has been produced up to cancellation, subject to full settlement.
Third party costs
Domain registrations, hosting periods, software licences and payment gateway setup fees are paid to external providers and are generally non refundable once purchased. These are excluded from any refund calculation. Where a domain has been registered, we can transfer it to your own registrar account so you keep the name.
Recurring services
Hosting and maintenance plans can be cancelled with written notice before the next renewal date. Cancelling part way through a period that has already been paid does not normally generate a pro rata refund, so time the notice with the renewal date.
If you are unhappy with the work
Raise it before cancelling. Most dissatisfaction traces back to a specific issue that can be resolved through the revision process, and we would rather fix the problem than end the engagement.
How to request
In writing, stating what you want cancelled and why. We respond with a written position covering the amounts and any next steps.
To discuss a cancellation or a refund, reply to your email thread or write to [email protected].
