Refund Policy

The short version

• Free things stay free. The audit and the intro call cost nothing, so there is nothing to refund.
• Work we have not started is refundable.
• Work we have delivered is not.
• If we fail to deliver what was agreed, you get that money back.
• Monthly services can be cancelled at any time, with no exit fee.

Everything below is the detail behind those five lines.

The deposit

The 40% deposit that starts a project is not a booking fee. It pays for discovery, research, planning, information architecture and the first round of design or setup, which is real work and begins within days.

Once that work has started the deposit is non-refundable, because the time it covers has already been spent. What you get in exchange is everything produced up to that point: the research, the wireframes, the sitemap, the drafts. It is yours, and we will send it over.

Cancelling before we start

If you approve a proposal and then change your mind before we have started work, tell us as soon as you can and we will refund the deposit in full.

In practice this window is short. Projects are scheduled and work usually begins within a few working days of the deposit landing, so "before we start" genuinely means before we start, not before you have seen anything.

Milestone payments

Later payments cover work already completed and handed to you: approved designs, a finished build phase, a delivered document. Because that work exists and has been delivered, those payments are not refundable once the milestone has been signed off.

If you sign off a milestone and later want something different, that is a change of scope rather than a refund. We will quote it, and you can decide whether it is worth doing.

If we do not deliver

If we fail to deliver what your proposal says we would, through our own fault rather than a change on your side or a delay in getting materials from you, we refund the portion of your payment tied to the undelivered work.

We would rather fix the problem than write a cheque, and given a fair chance we usually can. The clause is here because a policy that only ever protects one side is not really a policy.

Ongoing services: SEO, marketing and care plans

Monthly services are billed in advance for the month ahead, with no minimum term. Cancel with 14 days' notice before your next billing date and you will not be charged again.

The month already in progress is not refunded, because the work in it is scheduled, and often already done, by the time a cancellation arrives. You keep everything produced that month, along with the reporting and the access.

Results are not a refundable outcome. We do not offer performance guarantees and we do not take money on the promise of a ranking, which is set out in "What we do not guarantee" in the Terms of Service.

The free audit and the free call

Both are genuinely free. There is no charge to refund, no obligation attached, and no card details are taken for either.

Third-party costs

Money you pay directly to a third party, domains, hosting, premium plugins, stock assets, advertising spend, is governed by that provider's refund policy, not ours. We take no markup and never hold those funds, so we cannot refund them. We will gladly help you make the case to the provider.

Advertising spend the platform has already delivered is gone regardless of the results it produced. That is how ad auctions work, and it is exactly why we agree budgets carefully before anything goes live.

How to request a refund

Email hello@digiradix.com with your project name and what you would like refunded. You do not need a formal letter, a sentence explaining the situation is fine.

• We acknowledge your request within one working day.
• We review it against your proposal and this policy, then reply with a decision and the reasoning behind it within five working days.
• Approved refunds are processed within 10 working days, back to the original payment method where that is possible.

If we cannot refund something, we will tell you exactly why and point at the clause, rather than going quiet on you.

Currency and transfer fees

Refunds are made in the currency invoiced, US dollars. Bank, Wise, Payoneer and currency conversion fees on the original payment or on the refund itself are not recoverable, so the amount landing in your account may be slightly less than the amount refunded.

Chargebacks

If you think a charge is wrong, email us first. A chargeback raised without contacting us costs both sides time and fees over something usually settled in a single message. We will always engage with a genuine dispute directly, and where one is raised we will provide the proposal, the sign-offs and the delivery records to the payment provider.

Changes to this policy

The version that applies to your project is the one published when you approved your proposal. Changes are never applied retroactively, and the date at the top of this page shows the current version.