Refund Policy

1. Deposits

We require a deposit (typically 50% of the total project cost) before work begins. This deposit secures your place in our schedule and covers the initial research, planning, and design work that happens at the start of every project.

The deposit is non-refundable once work has started, because by that point we have already invested significant time and resources into your project. If you cancel before any work has begun, we will refund the deposit in full.

2. Cancellation by the Client

You may cancel a project at any time by notifying us in writing (email is fine). If you cancel after work has started, here is how billing works:

• Before design approval: The deposit covers work completed so far. No additional payment is required, but the deposit is non-refundable.
• After design approval, before development is complete: You will be billed for all work completed to date based on the agreed project rate. If the deposit exceeds the value of work done, we will refund the difference. If the work exceeds the deposit, the balance is due within 14 days.
• After project delivery: No refund is available once the final deliverables have been handed over and accepted by the Client.

Upon cancellation, we will provide you with all completed work up to that point, provided that all outstanding payments have been settled.

3. Cancellation by Us

In rare circumstances, we may need to cancel a project (for example, if we cannot reach you for an extended period, or if the project requirements change so significantly that they fall outside our expertise). In this case, we will give you as much notice as possible, refund any payment for work not yet completed, and hand over all work done to date.

4. Ongoing Services (SEO, Maintenance)

For monthly services such as SEO or website maintenance, billing occurs at the start of each service period. You may cancel at any time with 14 days written notice before the next billing cycle.

Refunds are not provided for the current month's service period, as work will have already been planned or carried out. If you cancel mid-month, you will continue to receive services until the end of that billing period.

5. Dissatisfaction with Work

We want you to be genuinely happy with the work we deliver. If at any point during a project you feel that the work is not meeting the agreed brief or quality standards, please tell us straight away. We would much rather address concerns early than have them build up.

Our revision process (outlined in your proposal) is designed to give you the opportunity to provide feedback and have adjustments made at no extra cost. Most dissatisfaction issues can be resolved through open communication and the revision rounds included in your package.

If after making reasonable efforts to resolve an issue we are unable to deliver work that meets the agreed brief, we will discuss a fair and proportionate refund based on the value of usable work delivered. We handle these situations on a case-by-case basis and always aim for a fair outcome.

6. Domain Names and Hosting

Domain name registrations and hosting subscriptions purchased on your behalf are non-refundable, as these are third-party services that are activated immediately upon purchase. Renewal fees for domains and hosting are clearly communicated in advance and are the Client's responsibility.

7. How Refunds Are Processed

Approved refunds are processed within 14 business days of agreement. Refunds will be issued using the same payment method used for the original payment (bank transfer, MTN Mobile Money, Airtel Money, etc.) unless we agree on an alternative.

If you paid in US Dollars and the refund is issued in Ugandan Shillings (or vice versa), the exchange rate at the time of the refund will apply. We do not cover any exchange rate differences or bank transaction fees.

8. Disputes

If you believe you are entitled to a refund that we have not agreed to, we encourage you to reach out to us directly so we can discuss the situation. We are committed to resolving disputes fairly and professionally. If we cannot reach agreement, disputes will be handled in accordance with our Terms and Conditions, including the governing law and jurisdiction clauses.