Refunds & Cancellations
How refunds and cancellations work for our services and our digital products.
In plain English
Custom work is quoted and scheduled, so deposits and completed milestones are generally non-refundable once work has started, but we are always fair about work not yet done. Digital products are refundable if they are faulty, not delivered, or not as described. When in doubt, email us first and we will sort it out.
1. Services (custom client work)
Engagements run on a written agreement with defined milestones and, in most cases, an upfront deposit. The following applies unless your signed agreement says otherwise:
- The deposit reserves our time and funds discovery and initial work, so it is non-refundable once the engagement has started.
- If you cancel mid-engagement, you are billed for the work completed and committed up to that point. Anything paid in advance for work not yet started is refunded.
- Completed and approved milestones are non-refundable.
- The specific refund and cancellation terms in your signed agreement always take precedence over this page.
2. Digital products (store)
Digital products are delivered electronically and are generally final once delivered. That said:
- You are entitled to a refund if a product is not delivered, is faulty, or is materially not as described.
- Tell us within 7 days of purchase so we can look into it.
- Store payments are processed by Dodo Payments, our merchant of record. Approved refunds are returned to your original payment method through them.
3. How to request a refund
Email build@v19.tech with your order or invoice details and the reason for the request. We aim to respond within 3 business days.
4. Processing time
Approved refunds are issued to your original payment method. Depending on your bank or payment provider, it can take a few business days for the refund to appear.
5. Before you raise a chargeback
If something is wrong, please contact us first. We would much rather fix it directly than have you raise a chargeback, which is slower and more painful for everyone. We respond quickly and we are reasonable.
6. Contact
Any questions about refunds or cancellations? Email build@v19.tech.