Legal
Refund Policy
Draft for business and legal review. This page is not a finalized policy and must be approved before launch.
Overview
LoopDigital provides custom design, development and digital growth services. Because every engagement involves dedicated time, planning and specialist resources, our work is delivered against a written proposal or statement of work. This policy explains how payments, cancellations and refunds are handled. If your signed agreement contains different terms, the agreement takes precedence.
Deposits and milestone payments
Projects typically begin with a deposit, with the balance invoiced against agreed milestones. A deposit secures your place in our schedule and covers discovery, planning and the initial work reserved for your project. Once work on the project has started, the deposit is non-refundable, but it is credited in full toward the project fee.
Cancelling before work begins
If you cancel in writing before any work has started, we will refund your deposit in full, less any third-party costs already incurred on your behalf (for example domains, licences or stock assets). If you cancel after the kickoff, the deposit is retained as outlined above.
Cancelling during a project
You may end a project at any time by notifying us in writing. You will be invoiced for all work completed and approved up to the cancellation date, plus any non-recoverable third-party costs. Amounts you have already paid for completed work are non-refundable. Where you have paid for a milestone that has not been started, that amount will be refunded.
Completed and delivered work
Payments for milestones or deliverables that have been completed and handed over are non-refundable. We want you to be happy with the result, so each milestone includes the number of revision rounds set out in your proposal. If you believe a deliverable does not meet the agreed scope, tell us within 14 days of delivery and we will work with you to correct it at no extra charge.
Retainers and ongoing services
Monthly retainers, hosting, maintenance and support plans are billed in advance. You can cancel at any time with 30 days' written notice; the plan continues until the end of the notice period. Fees for a period that has already begun are non-refundable, and we do not issue pro-rata refunds for unused time or hours within a billing period.
Third-party costs
Fees paid to third parties on your behalf, such as domain registrations, hosting, software licences, plugins, stock media, advertising spend and app store fees, are set by those providers and are generally non-refundable. Advertising budgets that have been spent cannot be recovered.
When we may issue a refund
We will consider a full or partial refund where we are unable to deliver the agreed services for reasons within our control, or where we have materially failed to deliver the agreed scope and have not corrected it after a reasonable opportunity to do so. Refunds are decided case by case and, where approved, are proportionate to the work not delivered.
Situations that do not qualify
Refunds are not available where a project is delayed or paused because required content, feedback, approvals or access were not provided on time; where you change your mind about a design direction after it has been approved; or where results such as traffic, rankings or sales differ from expectations. Marketing and growth outcomes depend on factors outside our control and are not guaranteed.
How to request a refund
To request a refund or cancel a project, contact us through the contact page and include your name, company, invoice or project reference and the reason for your request. We aim to acknowledge requests within 3 business days and to give you a decision within 10 business days.
How refunds are paid
Approved refunds are returned to the original payment method wherever possible. Depending on your bank or payment provider, it can take 5 to 10 business days for the funds to appear. Any transaction or payment-processor fees that we are unable to recover may be deducted from the refund.
Changes to this policy
We may update this policy from time to time. The version published on this page at the time you sign your agreement or place your order applies to that engagement.