Refund and cancellation policy

Cancelling an engagement

You may cancel at any time with 14 days' written notice to [email protected]. You pay for the work completed up to that point. Anything already built is handed over — code, documentation, access. There is no cancellation fee and no notice period beyond the 14 days.

If you cancel before any work has begun, any deposit you have paid is refunded in full.

When we refund

You are entitled to a refund of the fees paid for the affected work if:

• we did not deliver what the quotation said we would deliver; or
• what we delivered is materially defective and we cannot put it right within a reasonable time after you tell us; or
• we cancel the engagement ourselves before completing the work — in which case we refund fees for anything not yet delivered.

When we do not refund

We do not refund fees for work that was delivered as agreed, including where:

• you change your mind, or your priorities change, after the work is done;
• the finding is one you did not want — for example, we assess a process and conclude that automating it would not pay for itself. That conclusion is the deliverable, and it is often the most valuable thing we can tell you;
• the deliverable works, but is not adopted or implemented inside your business;
• a third-party service we integrated with (a bank, Google, a messaging platform, a model provider) later changes or withdraws its interface. We will quote to fix it; we do not refund the original build.

How to ask

Email [email protected] within 14 days of the delivery you are unhappy with. Tell us which deliverable, and what is wrong with it. We respond within 3 working days.

How long it takes

Approved refunds are issued within 10 working days, to the account or card you paid from. Where the payment was by card, your bank may take a further few days to show it.

If we cannot agree

Tell us plainly and we will try again. If we still cannot agree, the dispute is handled under our terms of service — good-faith discussion, then mediation, before anyone goes to court. If you paid by card, you also retain whatever rights your card issuer gives you; we would simply rather you came to us first.