Refund & Cancellation Policy

Fees are earned by the performance of work. Amounts corresponding to work performed are non-refundable; amounts paid in respect of work not yet performed are returned. The provisions which follow are the application of that principle to defined circumstances.

This Policy forms part of the Company's Terms of Service and applies to every payment made to IN General Digital Solutions, whether by card or by bank transfer.

The Company supplies bespoke professional services rather than standardised products. Each engagement is scoped, staffed, and produced to your specific requirements, and the time expended upon it is not capable of resale. Refunds are accordingly determined by reference to work performed rather than to any general return period.

The deposit reserves your place in our production schedule and funds the first phase of work — discovery, research, and initial concepts. Once we have begun that phase, the deposit is non-refundable.

If you cancel before any work has started, the deposit is refunded in full, less any non-recoverable third-party costs already committed on your behalf.

Monthly retainers cover a block of capacity reserved for you. The unused portion of a month already begun is not refundable, but you may cancel future months at any time, subject to the notice period in your agreement.

You may cancel at any time by writing to [email protected]. Cancellation takes effect on the date we receive your notice, and we settle as follows:

Before work begins

Full refund of everything paid, less committed third-party costs.

During a phase in progress

You pay for work completed and work in progress up to the cancellation date, plus committed third-party costs. Anything paid beyond that is refunded.

After a milestone has been delivered

Fees for delivered and approved milestones are not refundable. Amounts paid towards later milestones not yet started are refunded in full.

After final delivery

The project is complete and its fees are not refundable. Defects are handled under the 14-day correction period in our Terms of Service, not by refund.

On cancellation we hand over the work completed to that point, in its current state, once the outstanding balance is settled.

We may end an engagement if the scope becomes unworkable, if the working relationship breaks down, if you ask us to do something unlawful or against our professional judgement, or if invoices go unpaid.

If we cancel for any reason other than your non-payment or breach, you receive a full refund of everything paid for work not yet performed, and we hand over the completed work at no further charge.

• Work already performed, delivered, or approved.
• Third-party costs paid on your behalf — domains, hosting, licences, fonts, stock assets, plugins, and app store fees.
• Advertising and media expenditure already committed to an advertising platform. Such funds are held by the platform and not by the Company.
• Rush or expedited fees, once the schedule has been rearranged to accommodate them.
• Fees for a completed project where the reason for the request is a change of business direction, a change of mind, or commercial results that did not meet expectations.
• Time lost to delays on your side — unreturned feedback, missing materials, or an unavailable approver.

• We failed to deliver what the Proposal specified, and could not correct it within a reasonable time after you told us.
• We cancelled the engagement for a reason not caused by you.
• You were charged in error, charged twice, or charged the wrong amount.
• A payment was made fraudulently by someone not authorised to use the card.

In each instance the Company's preference is to remedy the underlying matter rather than to return funds; where remedy is not possible or is not desired, the refund proceeds without impediment.

Write to [email protected] with the following, and we will confirm receipt within one business day:

• The invoice number, or the date and amount of the payment.
• The name the payment was made under.
• What you are asking to be refunded, and why.
• Anything that helps us see the problem — a screenshot, a link, a message thread.

We review every request against this policy and give you a written decision, with reasons, within 5 business days.

• Approved refunds are issued to the original payment method. We cannot send a card refund to a different card or to a bank account.
• The Company submits the refund to its payment processor within 5 business days of approval.
• Your bank then posts it in its own time — typically 5 to 10 business days, and sometimes longer for international cards.
• Refunds are made in the currency of the original charge. If your bank applies a different exchange rate than it did on the original payment, the difference is set by your bank and is outside our control.
• Bank transfer refunds are sent to the originating account, and any transfer fees are deducted from the refunded amount.

Where an entry appears incorrect, you are requested to contact the Company in the first instance. A chargeback raised without prior contact freezes the funds for a period of weeks, incurs a fee to both parties, and takes considerably longer to resolve than direct enquiry.

We respond to every dispute with the signed Proposal, the delivery record, and the correspondence trail. Where a chargeback is filed against a legitimately earned fee, we will contest it, and we reserve the right to suspend ongoing work and to recover the associated fees and costs.

We may update this policy. The version that applies to your project is the one in force on the date you accepted the Proposal. The date at the top of this page shows when it was last revised.

All matters concerning a payment, an invoice, or a refund should be addressed to [email protected]. All correspondence is answered.