Digital products
Because the files are delivered immediately and cannot be returned, refunds on products are limited to cases where the product does not work as described and we cannot fix it. Open a support ticket first — most reported faults are configuration, and are solved the same day.
When we refund
The product is materially not as described on its page.
The product has a defect we cannot resolve within a reasonable time.
You were charged twice for the same order.
When we do not
You changed your mind, or bought the wrong item — tell us and we will usually swap it instead.
You wanted a feature the product page does not claim. That is a customisation, and we will quote for it.
You cannot install it and will not let us help.
Custom work
Milestone payments cover work already delivered and are not refundable once the milestone is accepted. If we cannot deliver an accepted milestone, the payment for it is refunded.
How to ask
Open a ticket from your account with the order number and what went wrong. We answer within four working hours.