Refund Policy

Fixed-price packages

Fixed-price work is usually paid as a deposit when you accept the quote, with the balance at handover or at milestones set out in the quote.

• Before work begins. If you cancel before we have started, your deposit is refunded in full, less any third-party costs we have already paid on your behalf and told you about.
• After work begins. Once discovery or building has started, the deposit covers the work done. If you cancel part-way through, you pay for the work completed to that point, we hand over everything built so far, and any payment above that amount is refunded.
• After handover. Completed deliverables that match the written scope are not refundable. If something in scope does not work, it is fixed under the 30-day fix window described below.

Monthly plans and retainers

Support plans and dedicated-specialist arrangements are billed in advance for each monthly period. You can cancel at any time by email; cancellation takes effect at the end of the current billing period, and no further periods are charged. We do not refund the current period once it has started, because capacity has been reserved for you.

Hours or tasks included in a monthly plan are for that month. Unused hours do not roll over to the next month and are not refunded, unless your quote says otherwise. If we fail to deliver the service level set out in your plan during a period, tell us and we will credit a fair portion of that period's fee against the next invoice or refund it if you are cancelling.

The free account audit

The free account audit costs nothing and creates no obligation. There is nothing to refund, and you are not required to buy anything after receiving it.

The 30-day fix window is not a refund

Every build comes with a 30-day period after handover in which we fix, at no charge, anything in the agreed scope that does not work as described. This is our way of standing behind the work. It is a repair commitment, not a right to a refund: if a defect is reported, we fix it. A refund is considered only where we cannot fix an in-scope defect within a reasonable time, in which case we refund a fair portion of the price for the affected deliverable.

What is not refundable

To be plain about the edges:

• HighLevel subscription fees, usage charges, carrier registration fees or any other amount you pay to a third party.
• Work completed to the written scope that you later decide you do not want.
• Changes caused by you or others after handover, or by platform changes outside our control.
• Results that depend on your leads, offer or follow-up rather than on the system we built.

How to request a refund

Email [email protected] with your name, the quote or invoice number and a short description of the issue. We reply within one business day and aim to resolve refund requests within ten business days. Approved refunds are returned to the original payment method.

Disputes

If you disagree with our decision, tell us and we will review it with someone who was not involved in the project. We would much rather settle a disagreement fairly by discussion than through a chargeback or a formal process, and we ask you to give us the chance to do so before opening one.