Return & Refund Policy

Because we provide bespoke professional services rather than physical products, our refund approach is built around fairness at each stage of a project. This policy sits alongside the specific agreement you sign before work begins.

Deposits

Most projects start with a deposit that reserves your slot in our schedule and covers initial discovery work. Once that work has begun, the deposit is non-refundable, as it reflects time already committed to your project.

Milestone payments

We invoice larger projects in phases. Each payment covers work delivered up to that milestone. If you choose to end a project partway through, you're only billed for work completed to that point — you won't be charged for phases we haven't started.

When a refund applies

• If we're unable to start your project and no discovery work has been carried out, your deposit is refunded in full.
• If we've invoiced for work we then fail to deliver, we'll refund the amount relating to that undelivered work.

When a refund doesn't apply

• Work already completed and delivered, including strategy, design and development time.
• Change of mind after a phase has been approved and built.
• Delays caused by outstanding feedback, content or access from your side.

Raising a concern

If you're unhappy with any part of our work, tell us early. We'd much rather fix an issue than process a refund, and most concerns are resolved with a conversation and a revision.

Contact

To discuss a payment or refund, email [email protected] or call +60 3-8322 4671.