Refund & Cancellation Policy

Last updated: 5 September 2026

This policy explains when fees are refundable, how to cancel an engagement, and what happens to your work when one ends.

Our engagements differ from client to client, so your payment schedule, minimum term and notice period are set out in the written agreement you signed with us. This page sets out the principles that apply across all of them. Where your agreement says something different, your agreement governs.

01The general position on refunds

Our fees are not refundable once work has begun. From the moment an engagement starts we commit team time, begin building assets and take on delivery obligations, and those costs cannot be recovered.

That is the general rule. Sections 2, 6 and 7 set out the circumstances where it does not apply.

02Before work begins

If you have paid us and we have not yet started, you may cancel and receive a full refund of the fees you have paid. Email us and we will process it.

Where we have already incurred third-party costs on your behalf — advertising spend, software licences, domains, stock assets — those are deducted from the refund. We will show you what they were.

03When work is treated as having begun

So that there is no ambiguity, work is treated as having begun at the earliest of the following:

• Your onboarding or kick-off call takes place
• You give us access to any of your accounts, platforms or assets
• We start any deliverable set out in your agreement

From that point, fees paid are not refundable — including if you decide not to proceed, stop responding, change direction, or no longer want the service. Your minimum term and payment obligations continue as set out in your agreement.

04Advertising spend is not a fee

Where we manage advertising for you, the money that goes to Meta, Google or any other platform is media spend, not our fee. Once it has been spent, it is gone — the platforms do not return it to us, and we cannot refund it.

If you have placed advertising funds with us that remain unspent when your engagement ends, we return the unspent balance to you.

05Performance guarantees are not refunds

Some of our engagements include a written performance guarantee. Where one applies to you, it is set out in full in your signed agreement — the targets, the conditions you must meet, what we must do, and how to make a claim.

A performance guarantee is a payment we make to you. It is not a refund of your fees. Claiming under a guarantee does not cancel your agreement, does not entitle you to a refund, and does not change anything in this policy. Fees paid remain non-refundable whether or not a guarantee is claimed or paid.

Marketing material on our website is a summary. Only a signed written agreement creates a guarantee or sets its terms.

06Cancelling your engagement

To cancel, email [email protected]. Your cancellation takes effect when we acknowledge it in writing.

Your notice period and minimum term are set out in your signed agreement and vary between engagements. Fees that fall due during the notice period remain payable, and where you have committed to a minimum term, the balance of that term remains payable unless we agree otherwise in writing.

We keep working through the notice period, and you keep paying through it. If you would like us to stop work sooner, tell us — your payment obligations do not change.

07If we end an engagement

We may end an engagement if you do not pay, do not give us what we need to do the work, breach your agreement, or behave abusively toward our team. In those cases fees already paid are not refunded, and any amounts still owing remain payable.

If we end an engagement for our own convenience — because we have concluded we cannot deliver what we promised, or because we are changing what we offer — we refund the fees you have paid for work we have not delivered.

08What happens to your work

When an engagement ends, whether you cancel or we do:

• Completed deliverables you have paid for are yours to keep — funnels, pages, scripts, creative and other assets built for you, unless your agreement says otherwise.
• Work in progress that has not been paid for stays with us and is not handed over.
• We remove our access from your advertising accounts, CRM and other platforms within a reasonable period, and return anything of yours we hold.
• Our own frameworks, templates, internal systems and processes remain ours. Being a client does not transfer ownership of the methods we use to do the work.

09Payment disputes and chargebacks

If you have a concern about a payment, please contact us first. Almost everything can be resolved directly and quickly.

Raising a chargeback or payment dispute without contacting us is a breach of your agreement. Where that happens we reserve the right to suspend work immediately, and to recover the disputed amount together with any fees our payment provider charges us as a result.

10How to cancel or ask for a refund

Email [email protected] and include:

• Your name and business name
• What you are asking for — cancellation, refund, or both
• The reason, so we can look into it properly

We acknowledge requests within one business day and will tell you where you stand. Approved refunds are returned by the same method you paid, and typically reach you within 7 to 14 working days depending on your bank or card provider.

11Changes to this policy

We may update this policy from time to time. When we do, we will change the "Last updated" date at the top of this page. Changes do not affect engagements already underway — those continue under the policy in force when your agreement was signed.

12Contact us

Questions about this policy:

[email protected]