Fair, clear and in writing.

Service plans

Hosting, email and other service plans

Our hosting, email, maintenance and other ongoing services are billed as service plans: monthly, quarterly, every six months or yearly. Plans renew on the 1st of the month, so your first charge covers the days until then.

Cancelling

• Cancel any time from your account under Service plans, or by emailing [email protected].
• Cancelling stops the next renewal. Your service keeps running until the end of the period you’ve already paid for.
• Before your plan ends, we’ll help you move your website and email to wherever you’re going. We keep a final backup for 30 days after the plan ends, then delete it.

Refunds

• Monthly plans: we don’t refund part of a month.
• Prepaid plans (quarterly, six-monthly or yearly): if you cancel early, we refund the full months left after the month you cancel in.
• New hosting customers: if you’re not happy in your first 30 days, tell us and we’ll refund your first payment.
• Set-up and migration work is not refundable once we’ve started it.
• If something on our side keeps your site or email down for a long time, contact us. We’ll credit your plan for the time it was affected.

Missed payments

If a renewal payment fails, we’ll try again and email you. Your plan is paused after the retries run out, and we’ll contact you before any service is switched off. Paying the open invoice from your account restarts it.

Support

Support plans and support hours

• Support plans can be cancelled at any time and stop at the end of the billing period.
• Unused support hours included in your plan roll over for up to 12 months, then expire. Hours aren’t exchanged for a refund.
• Work you’ve already asked for, and we’ve scheduled, is still delivered after you cancel.
• If we got something wrong, we fix it at no charge and it doesn’t use your hours.

Projects

Website and development projects

Website builds, redesigns and development projects follow the agreement you sign. Where your agreement says something different from this page, your agreement wins.

• Deposit: refunded in full if you cancel within 3 business days of paying and before work has started. After that, it isn’t refundable because it covers planning, set-up and the time we’ve set aside for you.
• Stopping part way: you can stop a project at any time by telling us in writing. You pay for the milestones completed and the work done on the current one. Anything you’ve paid for work we haven’t started is refunded.
• Your files: you receive the designs, content and code for everything you’ve paid for.
• Getting it right: if something we deliver doesn’t match what we agreed, we fix it at no charge.
• If you pause a project for more than 60 days, we may need to reschedule it, and the remaining work is billed at the rates in your agreement.

Drone and photography

Drone, photo and video shoots

Weather, safety and airspace

Our pilots decide on the day whether it’s safe and legal to fly. Wind, rain, low cloud, smoke, temporary flight restrictions and airport rules can all ground a drone. When that happens, we reschedule at no charge. If we can’t find a date that works for you, or the location can’t be flown legally at all, you get a full refund.

If you need to cancel or move a shoot

• More than 48 hours before the shoot: free to move or cancel, with a full refund of anything you’ve paid.
• Within 48 hours: a cancellation fee of 25% of the shoot price, plus any travel, ferry, flight or permit costs we’ve already paid. Moving to another date within 48 hours is free once per booking.
• If the property isn’t ready when we arrive (access, staging or people in the shot), we’ll do what we safely can or rebook, and a return-trip fee may apply.

After the shoot

• Completed shoots aren’t refundable, because the time, travel and flying have already happened.
• If a delivered photo or video has a technical problem (focus, exposure, a missing shot from the agreed list), tell us within 30 days and we’ll fix it, reshoot it or refund that part.

Design

Logos, branding and design work

• Design work starts with a deposit, which works the same way as a project deposit.
• If you decide to stop after a round of concepts, you pay for the rounds completed and nothing more.
• Once final files are delivered and the ownership or license is transferred to you, the sale is final.
• If final files are faulty or incomplete, we replace them at no charge.

Bought for you

Domains, licenses and third-party services

Some things we buy for you from other companies, such as domain names, premium plugin and theme licenses, security certificates and paid services that your site connects to.

• Domain names: registrations and renewals can’t be refunded once the domain is registered or renewed. You can turn off auto-renewal at any time, and we’ll transfer the domain to you or another registrar whenever you ask.
• Licenses and subscriptions bought on your behalf can’t be refunded once issued, unless the company that sold them refunds us. If they do, we pass the whole refund on to you.

Usage-based services

Newsletter, text message and AI content services

• Newsletter sending, text messaging and AI content services can be cancelled at any time and stop at the end of the billing period.
• Emails and messages already sent, and content already produced, can’t be refunded.

Shop

Prints, photo downloads and plugins

Orders from our shop follow the shipping, returns and refunds policy. In short:

• Prints are made to order, so they can’t be returned for a change of mind. You can cancel for free until production starts. If a print arrives damaged, defective or wrong, tell us within 30 days and we’ll reprint it or refund you.
• Photo downloads are final once downloaded. Faulty or wrong files are replaced or refunded within 30 days.
• Plugins are refunded within 14 days of purchase or renewal if our support can’t make them work on your site.

Billing mistakes

If we charged you by mistake

If you were charged twice, charged the wrong amount, or charged after you cancelled, email [email protected] and we’ll refund the mistake in full. You don’t need to wait for a renewal date or fill in a form.

If you don’t recognize a charge, please contact us before disputing it with your bank. We can usually sort it out the same day. A disputed charge pauses the service it paid for while the dispute is open.

Getting your money back

How refunds are paid

1. AskEmail [email protected] or call (424) 209-8199 with your name and what you bought. Photos help for prints and files.
2. We confirmWe reply within one business day and confirm the amount in writing.
3. Money backRefunds go to your original payment method within 5 to 10 business days. Your bank may take a few more days to show it.

Sales tax is refunded in proportion to the amount refunded.

Your rights

Your legal rights

Nothing on this page limits rights you have under the law where you live, including the right to a remedy for faulty goods or services. Customers in the EU and UK have additional cancellation rights for online purchases, described in our shop policy. Our terms of use and sale also apply.