Refund policy

This is a working draft written by the team who built the site. Your signed agreement is the document that counts. Have a lawyer read this before you rely on it.

The short version

We invoice for work in stages, so at any point you have paid for work that has been done. If we stop, you keep everything produced up to that point.

Project work

How we invoice. Projects are broken into stages with a payment attached to each. Each stage has something you can see at the end of it — a working screen, an integration, a release.

The advance. Work starts against an advance, which covers the first stage. It secures the team's time, and it is not refundable once that stage has begun.

If you stop the project. You pay for the stage in progress and nothing after it. Anything produced up to that point is yours: the code in your repository, the designs, the accounts. We hand over within a week.

If we stop the project. If we cannot deliver — capacity, capability, anything on our side — we refund the unearned portion of anything already paid, hand over everything produced, and help you move it to whoever takes over.

Retainers and support

Support retainers are billed monthly in advance and can be cancelled with 30 days' notice from either side. A cancelled month that has not started is refunded. A month already under way is not, because the capacity was held for you.

Third-party costs

App store fees, cloud hosting, domains, licences and gateway charges are paid to those providers, usually from accounts in your name. They follow those providers' refund rules, not ours. We do not mark them up.

Disputes

Tell us first, in writing, and give us a fortnight to put it right. Almost everything is fixable at that stage. If it is not, the dispute clause in your signed agreement applies.

Contact

Use the address on the contact page.