Fair project handling

Cancellation and Refund Policy

Last updated: 28 July 2026

Balanced emerald digital layers representing fair cancellation and refund handling — Pay for completed work. Refund unused work fairly.

Digital services involve planning, specialist time and third-party costs that can begin soon after approval. This policy explains what happens if you need to cancel and when a refund may be available.

1. Scope of this policy

This policy applies to one-time projects, milestones and ongoing services provided by Digital Experto. If your signed proposal or written agreement contains a different cancellation or refund term, that project-specific term will apply.

2. Cancelling before work begins

If you cancel in writing before research, planning, design, development, campaign setup or another agreed activity begins, we will refund the service amount received, less any non-recoverable payment-processing or third-party cost already incurred.

3. Cancelling after work begins

Once work has started, fees for time used, milestones completed, resources reserved and deliverables already provided are not refundable. If you have paid in advance for clearly separable work that has not started, we will review the unused portion for a fair partial refund.

4. Ongoing and monthly services

To stop a monthly or recurring service, send written notice at least 15 days before the next billing date unless your agreement states another period. Cancellation prevents the next renewal; the current paid period continues and work already scheduled or performed remains payable.

5. When a refund may be approved

A duplicate or incorrect payment was received.
You cancelled before work began and no non-recoverable cost was incurred.
Digital Experto is unable to begin or complete an agreed, prepaid part of the service for reasons within our control.
Both sides agree in writing to close a project and identify an unused prepaid amount.

6. Non-refundable costs

Work already performed, approved or delivered.
Strategy, consultation, research, setup and reserved specialist time already used.
Advertising spend paid to Google, Meta or another platform.
Domains, hosting, software, plugins, stock assets, printing, licences and other third-party purchases.
Taxes, bank charges or payment-processing fees that cannot be recovered.

7. How to request cancellation or a refund

Email hello@digitalexperto.com with the subject “Cancellation Request” or “Refund Request”. Include your name, business name, invoice or project reference, service and a short reason. We will acknowledge and review the request within 7 business days.

8. Approved refund timing

If a refund is approved, Digital Experto will normally initiate it within 7–10 business days using the original payment method where practical. Your bank or payment provider may take additional time to show the credit.

9. Cancellation by Digital Experto

We may pause or cancel work because of non-payment, unlawful instructions, serious breach, abuse or prolonged failure to provide required information. If we cancel for another reason within our control, any eligible unused prepaid amount will be reviewed after deducting completed work and non-recoverable costs.

10. Resolving a concern

Please contact us before raising a payment dispute so we can review the project record and try to resolve the concern fairly. This policy does not remove any rights that cannot lawfully be excluded.

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