Refund & Cancellation Policy
Clear, honest terms on how we take payment, what happens if you stop working with us, and why you'll never lose the work you've paid for.
Last updated: August 2026
Our approach
We provide bespoke creative and marketing services. Every project involves time, thinking and craft that is committed the moment work begins — and that time can't be returned once it's spent. For that reason, we do not offer refunds on work carried out.
What we do offer instead is fairness and transparency. You always know what you're paying and when, there are no hidden fees or surprise invoices, and if you ever choose to move on, you keep everything we've made for you.
You always keep your work
If you decide to stop working with us at any point, all files and assets we have produced for you are handed over — design files, source files, graphics, edited video, written content, and any accounts or access we hold on your behalf.
Nothing is held back. You don't lose the work you've paid for, and everything can be picked up and used by you or by a future team.
We aim to complete handover within 14 days of your final invoice being settled, in the standard formats for each file type.
Fixed project work
Fixed-scope projects — such as a website build, a brand identity or a video project — are paid across three stages:
Paid upfront to confirm your place in the schedule. This covers discovery, planning, strategy and the initial design and build work that begins straight away.
Paid once we consider the project complete and ready to publish — designed, built, reviewed and signed off with you.
The final balance is paid when we publish the project and it goes live.
Each stage payment covers work already carried out, so payments are non-refundable once that stage has begun. If a project is cancelled partway through, you won't be invoiced for stages not yet reached — and you'll still receive every file and asset produced up to that point.
Monthly retainers
Ongoing services — such as social media management, video editing, hosting and maintenance — run on a rolling monthly retainer.
Retainer payments are taken in the last week of each month.
Retainers have an initial three-month minimum term. This gives the work enough runway to be worth doing — meaningful marketing results rarely appear in a single month.
After the initial term the retainer continues on a rolling monthly basis. To cancel, we ask for three months' written notice, during which the retainer continues as normal and we keep delivering the work.
Retainer time is reserved for you each month and doesn't carry over into the following month if it goes unused.
Retainer months already paid are non-refundable, as the time has been reserved and the work will usually have started. As with project work, when a retainer ends you receive all files and assets we hold for you.
If something isn't right
If you're unhappy with any part of our work, please talk to us first — we'd always rather put something right than have you live with it. Where work falls short of the agreed brief, we'll revise it until it meets what we agreed, at no extra cost.
We aim to resolve any concern fairly and quickly, and in practice most things are sorted with a conversation.
Nothing in this policy affects your statutory rights under UK law.
Get in touch
If you have any questions about a project, an invoice or this policy, please reach out directly: