Refund Policy
September 16, 2025
We want you to feel confident working with us. This Refund Policy explains when refunds are available, how to request one, and what to expect. It applies to all services we offer including website and app development, hosting, maintenance, marketing packages, and one-off projects unless a separate contract specifies otherwise.
This policy is part of our broader policies, including our Terms & Conditions and Privacy Policy, and should be read together with them.
Key principles
- Transparency first. We require deposits to secure projects; these are explained up front.
- Refunds before work starts. If we haven't started work, you can get your money back.
- No surprises. Third-party costs (domains, premium plugins, licensing, paid assets) are not refundable once purchased.
- We fix problems. If something goes wrong because of our fault, we'll prioritize a fix, offer service credits, or provide a partial refund when appropriate.
Definitions
- Project Start / “Work Begins” — the moment we begin active work on your project. This may be when you approve the project brief, we provision hosting, or our team starts development/testing — whichever occurs first. We'll confirm the official start date in email or the project agreement.
- Deposit — upfront payment to reserve project time and resources. The deposit amount appears on your invoice and is required before work begins. Typical deposits are described on your invoice or proposal.
Payments & deposits
A deposit is required to secure your project. Unless otherwise stated on your invoice or contract, deposits are non-binding only after we haven't started work (see refunds before work starts). Typical deposit practice:
- Standard packages (Website and App Launch & Growth Packs): 50% deposit.
- Scale Suite: 30% deposit + milestone payments as outlined in the contract.
Final payments are due on delivery or according to milestone schedules in your proposal.
Refunds before work begins
If you request a refund before we begin work, we will issue a full refund of amounts paid (minus any non-returnable third-party fees we have already paid on your behalf). To request a refund, contact billing@iscarlet.com (or the contact method on your invoice) with your project name and invoice number.
Cancellations and refunds after work begins
If you cancel after work has started:
- We calculate a pro-rated refund based on work completed up to the cancellation date, minus any non-refundable third-party costs and any time/resources already allocated.
- Where work is invoiced by milestone, the client is responsible for the cost of completed milestones and any non-refundable purchases. Unbilled, unused funds for future milestones will be refunded, subject to non-refundable costs.
- We'll provide a clear breakdown showing how the refund or charge was calculated.
Delays, non-delivery, and our remedies
We plan projects with realistic timelines and buffer for quality checks. If we miss an agreed milestone for reasons within our control, you have these options:
- Expedited delivery at no extra cost (we'll prioritize your work), or
- Service credit applied to future work equal to a reasonable portion of the affected milestone, or
- Partial refund if mutually agreed after review.
If delays are caused by client-side items (late feedback, unavailable content, third-party approvals), we're not liable for timeline changes. We'll always communicate delays clearly and propose next steps.
Third-party fees & non-refundable items
Some items are purchased from third parties and are non-refundable once bought. These include (but aren't limited to):
- Domain registration fees once the domain is registered.
- Hosting once paid for.
- Premium plugins, themes, or licensed software.
- Stock assets purchased for your project.
- Paid ad spend and third-party service subscriptions.
We will always notify you before buying any third-party items and will make reasonable efforts to minimize sunk costs.
Refund processing
- All approved refunds are processed within 14 business days.
- Refunds are issued to the original payment method where possible. Bank transfer timing may vary by bank and country.
- Refunds may be reduced by payment gateway or bank fees that cannot be reversed.
Chargebacks
If you file a chargeback with your bank or card provider without contacting us first, we may place your project on hold while we investigate. If the chargeback is reversed in our favor, you remain responsible for the outstanding balance and any associated fees.
Force majeure
We are not liable for delays or non-performance caused by events outside our control (e.g., natural disasters, internet outages, government restrictions). If a force majeure event affects timelines, we'll agree a new schedule or provide options.
Disputes & governing terms
- We aim to resolve any disputes quickly and amicably. Please email billing@iscarlet.com to start a discussion.
- The refund policy works together with your project agreement or contract. Where a separate contract specifies a different refund or cancellation process, the contract terms apply.
How to request a refund or cancellation
To request a refund or cancel a project, please send an email to:
billing@iscarlet.comInclude: project name, invoice number, reason for request, and contact phone number. We'll acknowledge receipt within 1 business day and respond with next steps.
Additional Information
This Refund Policy should be read together with ourPrivacy Policy andTerms & Conditions.
By engaging with our services, you acknowledge and agree to all three documents.
FAQs
If you change your mind before work starts, yes — we’ll refund your payment in full (minus any non-refundable third-party costs we already incurred). After work begins, refunds are pro-rated.
Work typically begins when you approve the brief or we provision services (hosting, domain registration), or when we start development. We'll confirm start in writing.
Approved refunds are processed within 14 business days.
Deposits are refundable only if work hasn't started. Once work starts, deposits are applied to completed work and are not fully refundable.
If we miss milestones due to our error, we'll prioritize delivery, offer service credits, or agree a partial refund where appropriate.