Refund and Cancellation Policy

Last updated: 7 September 2026

What is sold is professional services, not a physical product and not a subscription. This policy sets out exactly what happens to money already paid if an engagement is cancelled or if delivered work is not right.

1. Before work starts

If an engagement is cancelled by either party before work has begun, any amount already paid is refunded in full, with no deduction and no questions asked. Refunds are issued within five business days of the cancellation.

2. After work has started

If the client cancels once work is under way, the client pays for the work completed up to the date of cancellation and the balance is refunded. For a fixed price project, completed work is assessed against the deliverables listed in the accepted quote. For hourly work, it is the hours actually worked and reported. Whatever has been produced up to that point is handed over to the client.

3. If the delivered work is not right

If a deliverable does not do what the accepted quote said it would do, that is a defect. Report it in writing within seven days of delivery and it is corrected at no additional cost, as set out in the Terms of Service. If the defect cannot be corrected within a reasonable time, the amount paid for the affected deliverable is refunded in full.

4. What is not refundable

• Work that matches the accepted quote but that the client later decided not to use.
• Amounts paid to third parties on the client's behalf and already spent, such as domain registration, hosting or software licences. These are always identified in advance and the client approves them separately.
• Results that depend on decisions made by third parties outside the provider's control, such as whether an email provider delivers a message, how a search engine ranks a page, or whether a platform approves an integration. The work is warranted, the outcome of another company's decision cannot be.

5. How to request a refund

Write to alexander@automatia-agency.com with the word "refund" in the subject line, saying which engagement it concerns and what happened. Requests are acknowledged within two business days and answered in writing within ten business days. Approved refunds are issued to the original payment method within five business days of approval.

6. Engagements agreed on a freelancing platform

Where the engagement was agreed through a freelancing platform, that platform holds the funds and its own refund and dispute process applies. This policy describes how the provider behaves within that process, and the provider will not use a platform's process to keep money for work that was not done.

7. Chargebacks

If you believe a charge is wrong, contact the provider first. Most issues are resolved in a single email and far more quickly than a chargeback.