1. The 14-day refund promise
You may request a full refund of a service payment by contacting us within 14 calendar days after that payment. The request date determines eligibility, not the date we finish processing it. Each payment has its own 14-day window.
This applies even if work has started or been completed during that window. You do not have to prove a service defect or give a reason. We refund the full service amount paid for the qualifying payment, including any tax collected with it, without deducting our payment-processing fee.
2. How to request a refund
Use the email or phone on our customer support page. A clear statement that you want a refund is sufficient. Please provide the payer’s name, order or invoice reference, payment date and amount so we can locate the payment. If an invoice number is unavailable, we will help identify the transaction.
A receipt is useful but is not the only way to identify an order. Do not send your full card number, security code, bank password or identity documents through ordinary email. View support contact details.
3. Processing and timing
We aim to acknowledge a refund request within 2 business days and initiate an eligible refund within 5 business days after receiving enough information to identify the payment. Additional account-security checks must be proportionate and do not change the date of your original request.
Refunds are normally returned through the original payment method. Your bank or payment provider determines when the credit appears after initiation. If a provider restriction prevents normal processing, we will explain the delay and work with the provider on the available route.
4. Requests after 14 days
After the 14-day window, a cancellation before work starts qualifies for a refund of unused service fees. If work has started, we review the accepted scope, the work actually delivered and the remaining prepaid work. Undelivered work is refunded; any amount retained for delivered work must be explained using the agreed pricing.
Completed work is not routinely refundable after the window solely because you change your mind. This does not remove remedies for non-delivery, faulty service, duplicate charges, unauthorized payments or rights required by law.
5. Third-party costs and project cancellation
Advertising spend, domain fees or software charges paid by you directly to another provider are governed by that provider’s refund rules. We cannot issue a refund for a payment we did not receive. This exception does not reduce the 14-day refund on service payments made to us.
A request to refund the whole project also cancels the remaining work on that project. If your request concerns only one invoice or an incorrect charge, we will clarify whether the rest of the project should continue. We will not charge for new work after you have told us to stop.
6. Statutory rights
This is an additional business refund promise. Any more favorable rights under applicable law continue to apply. You are not required to accept a credit note instead of an eligible monetary refund, and this policy does not prevent you from contacting your payment provider.