Flexible terms, respectful process.

1. Cancellation before work begins

If a client cancels before the project kickoff date or before work has materially started, any amount paid for the initial stage may be refundable, subject to the specific agreement and any costs already incurred.

2. Cancellation after work begins

Once work has started, cancellation is handled based on the percentage of the project completed and the cost of any approved work already delivered. This includes strategy, design direction, development time, research, content review, and project coordination.

In most cases, we will invoice for the value of work completed up to the cancellation request date, while returning any unused portion of payments when applicable.

3. Subscription or retainer services

For monthly retainers, strategy packages, or ongoing support plans, cancellations require notice in accordance with the service agreement. Fees already committed for the current payment period are generally non-refundable unless otherwise specified in writing.

4. Change requests

Additional scope, revisions beyond the agreed deliverables, or urgent changes may be billed as an extension of the original agreement. We will communicate any added cost before commencing work on the new request.

5. Delivery and acceptance

For project deliverables, acceptance is generally confirmed once the client reviews and approves the work in writing. If an approval is delayed or feedback is not received, delivery timelines may be paused until required input is supplied.

6. Refund requests

Refund requests are reviewed individually. We aim to be fair and timely, but we reserve the right to deny refund requests when the agreed service has been completed or where project obligations were fulfilled as contracted.

If you believe a refund is warranted, please contact us with the project details and any relevant documents so we can review the circumstances promptly.