Digitally Organic – Website Development, App Development & Marketing Services

This Refund Policy explains how refunds are handled for services provided by Digitally Organic, including website development, software development, app development, marketing services, SEO services, design services, hosting, maintenance, consultancy, and related digital services.

By engaging our services, you agree to this Refund Policy.

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1. General Principles

As a service-based business, much of the work we provide involves professional time, planning, consultation, design, development, strategy, implementation, and project management.

Refunds are therefore assessed based on the stage of completion reached at the time a cancellation request is received.

Where work has already been completed, delivered, approved, or materially commenced, refunds may be reduced accordingly.

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2. Website Development & App Development Projects

Unless otherwise agreed in writing, projects are divided into four equal stages:

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Stage 1 – Initial Consultation & Planning (25%)

This stage may include:

• Discovery calls
• Requirement gathering
• Project scoping
• Research and planning
• Technical assessments
• Wireframing
• Project documentation

Once work on this stage has commenced, the first 25% becomes non-refundable.

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Stage 2 – Design Mock-Ups & Revisions (25%)

This stage may include:

• UI/UX design
• Desktop designs
• Mobile designs
• Branding implementation
• Design revisions
• Client feedback rounds

Once designs have been presented to the client, this stage is considered complete and becomes non-refundable.

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Stage 3 – Development & Implementation (25%)

This stage may include:

• Website development
• App development
• Front-end development
• Back-end development
• Database configuration
• API integrations
• Plugin implementation
• Functionality development
• Testing during development

Once development work has commenced, this stage becomes non-refundable.

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Stage 4 – Final Testing, Upload & Sign-Off (25%)

This stage may include:

• Final deployment
• Website launch
• App publication
• Domain connection
• Final testing
• Quality assurance
• Client sign-off

If a project has not yet reached this stage, the final 25% may remain refundable.

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Example Refund Calculation

If a project has completed:

• Initial Consultation & Planning
• Design Mock-Ups & Revisions
• Development & Implementation

but has not yet reached Final Testing, Upload & Sign-Off, the maximum refund normally available would be 25% of the total project value.

This reflects the unfinished final stage.

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3. Client Cancellations

Clients may cancel a project at any time by providing written notice.

Where cancellation occurs:

• Completed stages remain chargeable.
• Incomplete stages may be refunded at Digitally Organic’s discretion.
• Completed work may be supplied to the client upon request.
• Any outstanding balances must be settled before files are released.

Completed work may include:

• Design files
• Website files
• App source code
• Graphics
• Content
• Documentation
• Branding assets

where applicable.

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4. Change of Mind

Refunds will generally not be provided where work has commenced and the cancellation results from:

• A change of mind
• A change of business direction
• Budget constraints
• Internal stakeholder decisions
• Choosing another supplier
• Delayed project launches
• Preference changes unrelated to agreed requirements

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5. Marketing Services

Marketing services begin immediately upon onboarding and involve professional time, strategy, planning, setup, management, and optimisation.

Examples include:

• Search Engine Optimisation (SEO)
• Pay-Per-Click Advertising (PPC)
• Google Ads
• Meta Ads
• Social Media Management
• Content Marketing
• Email Marketing
• CRM Setup
• Marketing Automation
• Funnel Development
• Lead Generation Campaigns

As professional time is consumed immediately, marketing fees are generally non-refundable once work has commenced.

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6. Advertising Spend

Advertising budgets paid to third-party advertising platforms are non-refundable.

This includes, but is not limited to:

• Google Ads
• Facebook Ads
• Instagram Ads
• TikTok Ads
• LinkedIn Ads
• Microsoft Ads

Advertising spend is paid directly to third-party providers and cannot be recovered by Digitally Organic.

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7. SEO Services

SEO services are non-refundable once work has commenced.

SEO activities may include:

• Keyword research
• Technical SEO audits
• On-page optimisation
• Content creation
• Competitor analysis
• Link-building campaigns
• Reporting and monitoring

As search engine algorithms are controlled by third parties, rankings, traffic levels, enquiries, and sales cannot be guaranteed.

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8. Hosting Services

Hosting fees are non-refundable once hosting services have been activated.

This includes:

• Server provisioning
• Website migration
• Email configuration
• SSL certificate installation
• DNS management
• Security configuration

Where annual hosting plans are purchased, refunds will not normally be provided after activation.

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9. Maintenance Packages

Monthly maintenance plans are billed in advance.

Maintenance packages may include:

• Website updates
• Security monitoring
• Plugin updates
• Backups
• Technical support
• Performance monitoring

Once a maintenance period has begun, payments for that period are non-refundable.

Unused support time does not carry forward unless otherwise agreed in writing.

Failure to pay maintenance invoices may result in suspension of support services until the account is brought up to date.

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10. Consultancy Services

Consultancy sessions, strategy calls, workshops, training sessions, and advisory services are non-refundable once delivered.

Where a session is cancelled:

• More than 48 hours before the scheduled session, it may be rescheduled.
• Less than 48 hours before the scheduled session may be chargeable in full.

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11. Delays Caused by Clients

Digitally Organic shall not be responsible for project delays caused by:

• Missing content
• Delayed approvals
• Delayed feedback
• Delayed payments
• Third-party service providers
• Hosting providers
• Domain registrars
• Software vendors

Such delays do not create entitlement to refunds.

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12. Project Abandonment

If a client becomes unresponsive for 30 consecutive days or more, a project may be marked as dormant or abandoned.

Projects left dormant for extended periods may:

• Be removed from active development schedules
• Require rescheduling
• Be subject to additional reactivation fees

Refunds will not be available for completed project stages.

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13. Exceptional Circumstances

Digitally Organic may consider additional refunds where:

• We are unable to provide the agreed service.
• A project cannot reasonably proceed due to circumstances within our control.
• Both parties mutually agree to terminate a project.

Any additional refund remains entirely at the discretion of Digitally Organic.

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14. Consumer Rights

Nothing within this Refund Policy affects your statutory rights under applicable UK consumer protection legislation, including:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013

Where applicable law provides additional rights, those rights shall take precedence over this policy.

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15. Complaints Procedure

If you are dissatisfied with any aspect of our services, please contact us first so we can attempt to resolve the matter promptly and fairly.

All complaints should be submitted in writing to:

Digitally Organic
124–128 City Road
London
EC1V 2NX
United Kingdom

Email: info@digitallyorganic.co.uk

We aim to acknowledge complaints within 5 working days and work towards a fair resolution wherever possible.

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16. Policy Updates

Digitally Organic reserves the right to amend or update this Refund Policy at any time.

The latest version of this policy will always be published on our website and shall supersede any previous versions.

Continued use of our services constitutes acceptance of the current version of this Refund Policy.