1. General principle
Refund requests are considered according to the transaction, work already performed, reason for cancellation and applicable consumer rights. This policy does not remove a statutory remedy that cannot lawfully be excluded.
2. Services before and after work begins
If a paid service is cancelled before substantive work begins, a refund may be available subject to reasonable disclosed costs already incurred. Where a deposit has been paid and work has begun, any refund may reasonably reflect work properly performed and committed costs, subject to applicable law.
3. Defective or materially non-conforming work
Report a material problem promptly through the client workspace. Depending on the circumstances and applicable law, an appropriate remedy may include correction/re-performance or a reasonable refund.
4. Two correction rounds
The standard workflow includes up to two correction requests after delivery where correction is needed. This does not waive mandatory consumer remedies and does not include an entirely new scope unless separately agreed.
5. Digital downloads
Because downloadable content can be accessed or copied after release, change-of-mind refunds may be restricted once access/download is supplied, to the extent permitted by law and where the restriction was disclosed. Remedies remain available for matters such as duplicate charges, failure to supply purchased access, materially defective files or misdescription where applicable.
6. Duplicate payments and requests
Verified duplicate or clearly erroneous payments will be reviewed for appropriate reversal/refund. Contact [email protected] with the client or purchase reference, payment reference, reason and relevant evidence. Do not send full card details.