Refunds & Cancellations

Scope

This policy explains our general approach to deposits, cancellations, and refunds. The signed proposal or agreement for a specific engagement governs that engagement; where the two differ, the signed agreement controls.

Consultations

Initial consultations are provided at no cost and carry no obligation. They can be rescheduled or cancelled at any time without charge. We ask for reasonable notice so the time can be offered to someone else.

Audits and diagnostic engagements

Fixed-fee audits are typically invoiced with a deposit at kickoff and the balance on delivery of the findings and roadmap. Because the deliverable is analytical work product, the deposit becomes non-refundable once discovery sessions begin.

If you cancel before discovery begins, the deposit is refunded in full. If you cancel mid-engagement, we invoice for work performed to that point and deliver the partial findings produced so far.

Build and implementation projects

Build engagements are milestone-based. Each milestone is defined in the proposal with its own deliverable and fee. Completed and accepted milestones are not refundable.

If a project is cancelled mid-milestone, we invoice for work completed to that point, hand over the work product in its current state, and refund any prepaid amount attributable to work not yet performed.

Either party may terminate a project with written notice as specified in the agreement. We aim to make exits clean: you receive documentation, access, and whatever has been built.

Retainers and ongoing support

Monthly retainers are billed in advance and may be cancelled with written notice before the next billing period. The current period is not prorated or refunded, and service continues through the end of that period.

Unused hours within a retainer period do not roll over unless the agreement states otherwise.

Third-party costs

Platform subscriptions, hosting, domains, and usage-based costs such as AI API consumption are paid to those vendors and are governed by their terms. These are not refundable by us, and are typically held in the client's own accounts so ownership and billing stay with you.

Pauses and rescheduling

Business circumstances change. A project can be paused once for a reasonable period by written agreement without penalty. Extended pauses may require rescoping if platform costs, integrations, or team availability have shifted materially by the time work resumes.

If something goes wrong

If a deliverable does not meet the specification agreed in the proposal, tell us. Our first step is always to correct the work at no additional cost within the agreed scope. Remedies beyond that are addressed in the applicable agreement.

Chargebacks

We ask that you contact us before initiating a chargeback so the underlying issue can be addressed directly. Most disputes come from a scope misunderstanding that is faster to resolve in a conversation.