Refund Policy

1. Consultations and paid sessions

Paid consultations, planning sessions and scope reviews may be cancelled with a full refund if cancelled more than 48 hours before the scheduled time.

Cancellations within 48 hours, or non-attendance without notice, are not refundable because the time has been reserved and cannot be reallocated. One rescheduling request within 48 hours is accommodated at our discretion where practical.

2. Fixed-price packages and project deposits

Package purchases and project deposits may be refunded in full if cancelled in writing before any work commences, defined as before the discovery session or the first scheduled working day, whichever is earlier.

Once work has commenced, refunds are calculated on work completed. You are charged for delivered work at the agreed rate and the balance is refunded within fourteen business days.

Where a project is cancelled after design or engineering has begun, deliverables completed to that point are provided to you on settlement of the amount due.

3. Software solutions and licences

Software solution purchases are refundable in full before deployment or licence key issuance.

Once a software solution has been deployed, or a licence key or access credentials have been issued, the purchase is not refundable, because the deliverable has been provided in full. This restriction is disclosed at checkout before purchase.

Where a deployed solution materially fails to perform as described in its published specification, we remedy the defect. Where the defect cannot reasonably be remedied, a pro-rata refund is provided.

4. Subscriptions, retainers and support plans

Subscription and retainer services may be cancelled at any time with effect from the end of the current billing period. Fees already paid for the current period are not refunded, and service continues for the remainder of that period.

Unused retainer hours do not carry forward beyond one billing period unless expressly agreed in writing.

Annual plans cancelled mid-term are refunded pro-rata for complete unused months, less any discount applied for annual commitment.

5. Milestone and progress payments

Milestone payments become non-refundable when the associated milestone is accepted, or where acceptance is not provided within ten business days of delivery without a written statement of deficiency.

6. Circumstances where refunds do not apply

• Change of business direction or internal priority after work has commenced
• Failure to provide information, access or approvals required for delivery, following written reminder
• Third-party costs already incurred on your behalf, such as licences, domains or hosting
• Dissatisfaction with outcomes where deliverables conform to the approved scope
• Requests made more than ninety days after delivery

7. How to request a refund

Refund requests should be submitted in writing to our billing contact, stating the invoice or order reference and the reason for the request. We acknowledge within two business days and provide a decision within ten business days.

Approved refunds are returned to the original payment method within fourteen business days. Processing times at your bank or card issuer may add further time.

8. Disputes

We ask that you contact us before initiating a chargeback so that we can resolve the matter directly. Chargebacks raised without prior contact may result in suspension of services pending resolution.