Money-Back Guarantee

If we do not deliver what we agreed, or you decide not to continue before the build begins, you should not be left paying for work you will not use.

We have kept this guarantee plain on purpose, so there are no surprises later.

Last updated: October 8, 2026

The short version

Web development: you can receive a refund if we do not deliver the project according to the deliverables in your written proposal, or if you choose not to continue before coding begins. Once coding has begun, or the project has reached 30% completion, whichever comes first, a refund for choosing not to continue is no longer available.

Meta Ads: you can receive a refund for work not yet carried out, up until the point the ad campaign is set up.

We do not guarantee specific business results such as rankings, lead volumes, or return on ad spend. Nobody honestly can. What we guarantee is the delivery of what we agreed.

Ad spend paid to Meta is never part of our fees and is not refundable by us.

Why the guarantee works this way

The early stages of a project, discovery, strategy, and design, are where we learn about your business and where you learn how we work. If the fit is not right, that is the moment to find out. Once we begin building, we commit time, effort, and resources that cannot be recovered, so the guarantee changes at that point. We would rather be upfront about exactly where that line sits.

Web development projects

1. If you choose not to continue

You may end the project and request a refund of the fees you have paid, provided the request is made:

after the project start date, and
before coding begins, and
before the project reaches 30% completion.

Whichever of the last two happens first closes this part of the guarantee.

What “coding begins” means. Coding begins when we start developing your site or application, that is, when we begin writing production code for it. Work that comes before this, such as discovery, strategy, content structure, and design, is not coding.

What “30% completion” means. Completion is measured against the deliverables and stages listed in your Proposal. If you are unsure where your project stands, ask us. We will confirm the current progress in writing, usually within 2 business days.

We will tell you before the line is crossed. We will notify you in writing before coding begins, so you always know whether you are still within the refund window.

2. If we do not deliver what we agreed

Your Proposal sets out the deliverables: what we will build, what is included, and what you will receive. If we fail to deliver a material part of those deliverables, and do not put it right within a reasonable time after you notify us in writing, you are entitled to a refund of the fees attributable to the undelivered part.

“Material” means something that affects how the site works or what the Proposal promised. It does not include cosmetic preferences that were not part of the agreed brief.

This applies at any stage of the project, including after the 30% point.

3. After launch

Once the project has been delivered, tested, and accepted, it is complete. We will still fix defects in the agreed scope for the support period stated in your Proposal (see our Terms of Service).

Meta Ads projects

Refund before campaign setup

Every Meta Ads engagement begins with an audit of your existing accounts, tracking, landing pages, and offer, followed by a strategy for how campaigns should be structured.

You may stop the engagement and request a refund for work not yet carried out, at any time up until the ad campaign is set up. Work that has already been completed and delivered, such as the audit and strategy, is not refundable.

What “campaign setup” means. Setup begins when we start building your campaign in your ad account, for example, creating campaigns, ad sets, audiences, or ads, or installing and configuring tracking for them.

We will tell you before the line is crossed. We will notify you in writing before campaign setup begins.

After setup. Once campaign setup has begun, this guarantee no longer applies. Your engagement then follows the monthly terms in your Proposal, including the notice period for ending the service.

What we do not promise

We cannot guarantee a particular cost per lead, return on ad spend, number of conversions, or revenue. Ad performance depends on factors we do not control, including your market, your offer, your pricing, seasonality, platform changes, competitors, and how you follow up with leads. What we commit to is a sound audit, a disciplined strategy, careful setup, honest reporting, and clear recommendations.

Ad spend

Your advertising budget is paid directly to Meta from your own ad account. It is never paid to us, and it is not covered by this guarantee. We will never spend beyond the budget you have approved.

What the guarantee does not cover

A refund will not be available where:

Coding has begun or the project has reached 30% completion, and your request is that you no longer wish to continue.
The ad campaign has been set up, and your request is that you no longer wish to continue.
The project has been completed and accepted.
The issue arises from content, images, or materials you supplied that were late, incomplete, or inaccurate, or from delays in your feedback or approvals.
You have asked for work beyond the agreed scope and then object to the cost or timing of that extra work.
Third-party services such as hosting platforms, payment gateways, domain registrars, email providers, or Meta itself change, fail, or suspend access, outside our control. We will help you work around such issues, but they are not grounds for a refund.
A Meta ad account, page, or payment method is restricted or disabled because of your business category, content, past activity, or policy violations that existed before we began.
The request relates to third-party costs already paid on your behalf, such as domain registration, paid plugins or licences, stock assets, or ad spend. These are passed through at cost and are non-refundable by us.
The request is made in bad faith, for example, using our work and then requesting a refund.

If a refund is paid, you do not keep the right to use our work. Ownership of deliverables passes to you only on full payment, as described in our Terms of Service.

How to request a refund

Email us at [email protected] with the subject line “Guarantee Request”.
Tell us which project it relates to and whether you are asking because you have chosen not to continue, or because you believe we have not delivered what was agreed.
If it is about delivery, explain in a few sentences which deliverable was not met. Specifics help us respond properly and let us offer to fix the problem if you would prefer that.

We will acknowledge your request within 2 business days and respond with a decision within 5 business days.

How refunds are paid

Approved refunds are paid to the original payment method or account wherever possible.
Refunds are processed within 10 business days of approval. Your bank or payment provider may take additional time to show the funds.
Where taxes such as GST were charged on the refunded amount, they are refunded proportionately.
We do not charge a fee for processing a refund.

Our commitment to a fair process

We would rather resolve a concern than argue about it. If something is not right, tell us early. In many cases we can fix the problem or adjust the work, and you can decide afterwards whether you still want a refund. If we decline a request, we will explain why in writing, and if you disagree, we will review the decision once more.

This guarantee is in addition to any rights you have under applicable law, and does not limit them.

Questions about the guarantee? Write to [email protected] and we will answer before you commit to anything.