Refund Policy

We are paid for work, not for promises. If we have not done the work, you should not be out of pocket; if we have, we should be paid for it. Everything below follows from that, and we would rather refund a client cleanly than argue with one.

The strategy call is free and carries no obligation. Quotes are free.

If you pay a deposit and then cancel before we have started, tell us within 7 days and we refund it in full. The deposit reserves a slot in our schedule, which is why the window is short — once we have turned other work away for you, that slot has a real cost.

After work has begun, refunds are calculated against what has actually been delivered:

• Completed and approved milestones are non-refundable.
• The milestone in progress is settled pro rata against the work done, and you receive the files produced up to that point.
• Milestones not yet started are refunded in full.

We keep a written record of what has been delivered at each stage, so this is an arithmetic exercise rather than an argument.

• Third-party costs already spent on your behalf — domains, hosting, themes, plugins, licences, stock assets, paid APIs.
• Work completed and approved by you.
• Time spent on a project stalled by missing content or approvals on your side for more than 60 days, where we have held the slot open.
• A change of mind about the visual direction after that direction was approved in writing. Revisions are the mechanism for this, and they are included.

Care plans are billed monthly in advance and can be cancelled any time. Cancelling stops the next payment; the current month runs to its end and is not refunded pro rata, because the capacity has been reserved for you.

Annual plans cancelled mid-term are refunded for whole unused months, less any discount that was applied for paying annually.

If we deliver something that materially fails to match the proposal, tell us. We will fix it at our cost — that is what the post-launch support window is for. If we cannot fix it within a reasonable time, you get a refund of the fees for the part that failed.

This is the clause we least want to use and the one we most want you to know exists.

Email info@onyxstack.org with your project name and what you would like refunded. We acknowledge within two working days, respond with a written calculation within five, and pay approved refunds within 14 days by the method you originally paid with.

If you disagree with a calculation, say so and we will talk it through directly — that resolves nearly everything. Please come to us before raising a chargeback: a bank dispute freezes the conversation, costs both sides more than the amount usually involved, and we would rather just sort it out.

Questions about this policy? Email info@onyxstack.org and we will respond within two working days.