Refund Policy

Last updated 20 October 2026

1. Payments are non-refundable once paid, including before work starts, except where the law gives you a right to a refund (see clause 7), and except for the late-delivery refunds in clause 3.
2. If we can't complete an order because you haven't provided the required brief or materials, no refund is due (see clause 5 of the Terms on paused and closed orders). If we fail to deliver for any reason within our control, the late-delivery refunds in clause 3 apply, up to 100%.
3. Late-delivery refunds, all counted from the promised first-draft date (3 working days from your brief-complete email):
4. more than 3 working days late: 20%
5. more than 7 calendar days late: 50%
6. more than 14 calendar days late: 100%

Only the highest applicable tier applies; tiers never stack. Late-delivery refunds are paid automatically, without you having to ask, within 5–10 working days of the late delivery, to the original card through Ziina. 4. Once the first draft is delivered, no further refund is due, but any late-delivery refund already earned for that draft still applies. "First draft" means a complete first version of every deliverable in the package. 5. Monthly plans: cancel by emailing [email protected] before your renewal date, and nothing further is due. If you cancel on or after your renewal date, the cycle already started is due and will be delivered in full, and the plan then ends. 6. Orders waiting for materials: we remind you on day 7, day 21 and day 28. With nothing by day 30, the order closes with no refund, but you may reopen it once within 90 days by sending your materials. 7. UK/EU consumers: you can cancel within 14 days of paying. If you've asked us to start, we deduct the value of the work already done. Once the full deliverables are provided, the right to cancel ends. 8. If something's wrong, email [email protected] first. We reply within 2 working days and resolve most issues quickly. If you raise a chargeback, we'll share our order records with your card issuer.