Overview
We aim for a fair, transparent process. These terms apply to web and e-commerce design/development, social media, graphic design, platform setups (Shopify/Ikas), app integrations, migrations, and maintenance. If a Statement of Work (SOW) or quote specifies different terms, that document prevails.
Eligibility
- Submit refund requests within the windows below and with reasonable justification.
- If deliverables were partially completed, any refund is pro-rated for work performed.
- Third-party charges (themes/apps, domains, hosting, etc.) are generally non-refundable.
Refund Windows by Service
Project-based work (Web / E-Commerce / Branding)
- Before kickoff: Full refund (less payment processor fees).
- Before discovery/wireframes complete: Up to 70% refund.
- After design approval, during development: Up to 30% refund (net of completed work).
- After go-live / final delivery: No refunds; we provide warranty/bug-fix support.
Social media / content packages
- Before production starts: Full refund.
- Once production started: Pro-rated based on produced items.
App / integration setups
- Before setup begins: Full refund.
- If configuration work was done: Deduct time spent and any third-party fees.
Cancellations
- Submit cancellations in writing (email).
- Work completed up to the cancellation date and any 3P services already purchased are billable.
- Please give at least 5 business days’ notice for planned sprint/milestone changes.
Change Requests (Scope)
Out-of-scope requests are quoted as Change Requests (CR). If a CR is not accepted, we proceed with the agreed scope; this does not create a refund entitlement.
Non-Refundable Items
- Domains, SSL, hosting, stock assets/licenses, paid themes/apps.
- Third-party platform fees (e.g., Shopify/Ikas plans).
- Rush/expedited delivery fees and emergency overtime.
How to Request a Refund
- Email us: hello@defneagency.com with subject Refund Request.
- Include details: SOW number, payment proof, reason, and any evidence.
- Review: We respond within 3–5 business days; we may request more info.
- Outcome & payment: Approved refunds are issued to the original payment method.
Processing Times
After approval, refunds typically settle in 3–10 business days, subject to your bank or payment provider.
Chargebacks
Please contact us first. Filing a chargeback may pause project work. If a chargeback is not upheld, we reserve the right to recover related fees and costs.
Digital Goods & Deliverables
Digital deliverables (design files, code, copy, etc.) cannot be “returned.” If deliverables do not meet agreed requirements, we provide fixes or rework under warranty terms.
Retainers & Maintenance
- Monthly retainers/maintenance are non-refundable once the period starts.
- To stop auto-renewal, notify us at least 7 days before renewal.
Discounts & Promotions
For refunds on discounted projects, we calculate based on standard rates for work completed; bonus/complimentary items are not refundable.
Your Legal Rights
Mandatory consumer rights under applicable law remain unaffected. Where this policy conflicts with non-waivable rights, the law prevails.