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Legal:Refund policy

This policy sets out when you can get your money back for a job or a monthly care package, and how to ask for it.

Last updated 11 October 2026

Before work starts

If you paid upfront and change your mind before we start work, you get a full refund. Work starts when we first access your systems or begin building, and we tell you when that happens.

If you stop during the build

You can stop a job at any time. You pay only for the hours already worked, and anything you paid upfront beyond that is refunded. We send you a short breakdown of the hours, and you keep everything we built up to that point.

If we cannot deliver

If we cannot deliver something in your written scope, you get a refund for the part we could not deliver. If we cannot fix a problem we estimated a repair for, you do not pay for the hours spent on it, and anything you paid upfront for it is refunded. We will tell you as early as possible if something is not going to work, so you are never left waiting.

After delivery

Once work is accepted, hours worked are not refundable. Instead, for 30 days after acceptance we fix any defect against the agreed scope at no cost. If we cannot fix a defect within that time, you can ask for a partial refund that reflects the part that does not work.

Care packages

Care packages can be cancelled at any time and end at the end of the month you have already paid for. The current month and past months are not refunded, except in the first month: if you cancel within 14 days of your first payment and we have not yet done any work under the package, you get a full refund of that month.

What is not refundable

  • Third-party costs we paid on your behalf with your approval, such as software subscriptions, domains, message credits or AI usage.
  • Work outside the written scope that you asked for and approved separately, once it has been done.

How to request a refund

Email [email protected] from the address you used with us, with your invoice number or PayPal transaction ID and a short note on why. We confirm within two business days and send approved refunds within 10 business days.

Refunds always go back to the original payment method. Payments made through PayPal are refunded through PayPal to the PayPal account or card you paid with, in the same currency. Your bank or card provider may take a few more days to show it.

If you are unhappy with our work, please talk to us before raising a dispute with PayPal or your bank. Most problems are faster to fix directly. Your right to open a PayPal dispute is not affected.