Effective Date: [INSERT DATE]
General Principle
Digital-service work often involves reserved production time, planning, research, labor, software costs, third-party expenses, and deliverables that cannot be “returned” like physical goods. Refund eligibility therefore depends on the service, project stage, and written agreement.
Before Work Begins
If a client cancels before substantive work has begun, we may consider a refund less non-refundable processor fees, third-party costs, administrative costs, deposits expressly identified as non-refundable, or other committed expenses.
After Work Has Begun
Once work has begun, fees attributable to completed work, reserved resources, research, setup, purchased assets, third-party charges, and completed milestones are generally non-refundable. Any discretionary refund may be reduced by the value of work already performed.
Completed Digital Deliverables
Completed and delivered digital services are generally non-refundable except where required by law or where a written service guarantee expressly provides otherwise.
Custom Projects
Custom development, website work, strategy, design, and multi-stage projects may use milestone payments and project-specific cancellation terms. Those written terms control if they conflict with this general policy.
Recurring Services
Clients may cancel recurring services according to the notice period stated in the applicable plan or agreement. Cancellation prevents future renewals but does not automatically create a refund for a current or already-used service period unless required by law.
Unused Time or Capacity
Unused allocated hours, content slots, production capacity, or service periods do not automatically roll over or qualify for refunds unless the applicable plan states otherwise.
Client Delay or Abandonment
If a project is delayed or cannot proceed because the client does not provide required information, access, approvals, or feedback, payments already made may remain non-refundable to cover reserved capacity and work completed.
Our Cancellation Rights
We may cancel or refuse a project for non-payment, unlawful requests, abuse, harassment, policy violations, security concerns, material misrepresentation, or inability to perform the requested scope. Refund treatment will depend on the circumstances, work completed, third-party costs, and applicable law.
How to Request Review
Refund or cancellation requests should be submitted to [INSERT BILLING EMAIL] with the client name, order or invoice number, service purchased, and reason for the request.