Refund Policy

If we have not delivered what we agreed, we will make it right — by completing the work, redoing it, or refunding the portion you paid for and did not receive. This policy sets out how that works in practice.

A deposit reserves time and resources for your project. Before work begins, a deposit is refundable in full less any third-party costs we have already incurred. Once work has started, the deposit covers the work completed to date and is only refundable to the extent the work has not been performed.

Retainers are billed in advance and cover activity delivered during that month. We do not refund months already delivered, but you may cancel future months with the notice period stated in your agreement.

For projects billed in milestones, a milestone is payable when the associated deliverables are approved. If you are unhappy with a deliverable, tell us before approving it and we will revise it within the agreed scope. Refunds for milestone work already approved are at our discretion.

Ad spend, hosting, domain registrations, software licences, stock assets and similar third-party costs are paid to other providers and cannot be refunded by us once they are incurred.

To set expectations clearly, we do not refund:

Email info@sbdigitalagency.org with your invoice number and a short explanation. We acknowledge every request within two working days and give you a decision, with reasoning, within ten working days.

If you are not satisfied with our decision, we will escalate to a director for a second review. We would always rather resolve a concern directly than let it escalate, and we will work with you in good faith to find a fair outcome.