Our position in short
Entryofferbridge sells professional services, not physical products, so refunds work differently than they do in a retail store. We have written this policy to be honest about what is and is not refundable, so there are no surprises if a project does not go the way either of us hoped.
Deposits and cancelled projects
The deposit secures your place in our schedule and covers the discovery and planning work that happens in the first fortnight. If you cancel before design work begins, we refund the deposit minus the hours already spent on discovery, and we send you everything produced up to that point. Once visual design has started, the deposit is no longer refundable because that capacity has been committed to your project.
Milestone payments
- Work in progress: payments covering completed and approved milestones are not refundable.
- Unstarted phases: if you cancel mid-project, any phase that has not yet commenced is refunded in full.
- Third-party costs: licences, stock imagery, fonts and platform subscriptions purchased on your behalf are passed through at cost and cannot be refunded once activated.
If something is not right
Our first response to a complaint is always to fix the problem. If a deliverable does not match the agreed brief, tell us within fourteen days of receiving it and we will correct it at no charge. That remedy comes before any refund discussion, because in the overwhelming majority of cases a correction is what the client actually wants.
Service retainers
Monthly support and maintenance retainers are billed in advance and can be cancelled with thirty days written notice. The current month is not refunded, but no further invoices are raised once notice is received and acknowledged. Unused hours within a billing month do not carry over unless your agreement says otherwise.
How to request a refund
Send a written request to entryofferbridge@gmail.com with your invoice number and the reason for the request. We acknowledge every request within two business days and give a decision within ten business days. Approved refunds are returned to the original payment method, usually within five to seven business days.