Refund policy

Most of our work is custom: we spend time designing, writing and building something specifically for you. This policy explains what can be refunded and when, so there are no surprises. It forms part of our Terms & conditions. Where a written proposal you have accepted states different refund terms, the proposal applies.

1. Cancelling before work starts

If you cancel a project in writing before we have started any work on it, we refund 100% of the amount you paid, including the deposit.

Work is considered started once we have begun research, planning, design or development for your project, or reserved time in our schedule specifically for it, as confirmed in the project kick-off email.

2. Cancelling during a project

If you cancel a project after work has started, you pay for the work completed up to the date we receive your cancellation. We calculate this based on the milestones in your proposal, or on the time spent if the project is not divided into milestones.

• If you have paid more than the value of the completed work, we refund the difference.
• If you have paid less, we invoice the remaining amount for the completed work.

Once the final amount is settled, you receive all the work completed up to that point.

3. Delivered and approved work

Payments for milestones or deliverables that you have approved, or that have been put into use — for example a website that has been published or an app that has been released — are not refundable.

If something we delivered does not match what was agreed in the proposal, tell us. Our first step is always to fix it at no extra cost. If we cannot deliver what was agreed, we refund the part of the payment that relates to it.

4. Recurring services

Monthly or yearly services, such as maintenance, support or ongoing SEO, can be cancelled at any time by email. The cancellation takes effect at the end of the current billing period, and you keep access to the service until then.

Payments for a period that has already started are not refunded, except where required by law. If you cancel a yearly plan within 14 days of a renewal payment and have not used the service during that time, we refund the renewal in full.

5. Costs that cannot be refunded

Some costs are paid to third parties on your behalf and cannot be recovered once paid. These are not refundable:

• domain name registrations and renewals;
• hosting, cloud and server fees;
• premium themes, plugins, software licences, fonts and stock media;
• app store developer account fees;
• advertising spend and paid tools purchased for your project.

6. Results-based requests

Search rankings, traffic, downloads and sales depend on many factors outside our control, including search engine and app store decisions. Refunds are not available because a website or app did not reach a particular ranking, number of visitors or level of revenue, unless a specific result was explicitly guaranteed in your proposal.

7. How to request a refund

Email hello@oseie.com with:

• your name and the email address you used with us;
• the project or service concerned, and the invoice number if you have it;
• the reason for your request.

We reply within 5 business days. If a refund is approved, we send it to the original payment method within 14 days. Depending on your bank or payment provider, it can take a few more days to appear in your account.

8. If you are not happy

If you disagree with our decision, reply to our email and explain why. We will review your request again and look for a fair solution. Please contact us before opening a payment dispute or chargeback — it is almost always faster to sort things out directly.

Nothing in this policy affects any rights you have under consumer protection law where you live.

9. Contact

Questions about this policy? Email hello@oseie.com.