We’d rather keep working until you’re happy than argue about refunds, and most issues get fixed with a conversation. But if things aren’t working out, here’s exactly where you stand.
01Before work starts
If you cancel after paying a deposit but before we’ve started any work, you’ll get a full refund. “Started” means we’ve held the kickoff call or begun research, sketches or setup.
02Before first concepts
If you cancel after work has started but before we’ve delivered first concepts, we’ll refund your deposit minus a fair charge for the time already spent, which we’ll itemize for you. This is capped at 25% of the deposit.
03After concepts are delivered
Once first concepts or designs are delivered, the deposit covers work already done and is not refundable. You won’t owe the remaining balance if you end the project at this stage, and you’ll keep the rights to any concepts you’ve paid for in full.
04After final delivery
Once final files are handed over or a site, store or app is launched, the project is complete and no refund applies. If something we built doesn’t work as agreed, we’ll fix it at no cost during the care period included in your package.
05Monthly services
SEO, digital marketing and hosting plans can be cancelled with 30 days’ written notice. We don’t refund the current month once it has started, but you won’t be billed again after your notice period ends. Any minimum term will be stated in your scope before you sign.
06Third-party costs
Money paid to other companies on your behalf, such as domain registrations, hosting, fonts, stock images, plugins, ad spend or app store fees, can’t be refunded by us. Where possible these are billed to you directly so you stay in control of them.
07How to ask
Email hello@webncrafts.com with your name, project and what’s gone wrong. We’ll reply within two working days, and approved refunds are returned to the original payment method within 10 working days.
Questions about this page? Email hello@webncrafts.com and we’ll answer in plain language.