Refund Policy

General principle

You pay for work performed. Where work has been performed to the agreed standard, the fee for it is earned and non-refundable. Where you have paid for work that has not been performed, that portion is refundable.

Deposits

The deposit reserves capacity in our schedule and covers discovery and scoping work at the start of an engagement. It is non-refundable once discovery has begun. If you cancel before any work starts and before we have turned down other work for your slot, we will refund the deposit in full.

Fixed-scope projects

If you terminate a fixed-scope project part way through, we invoice for completed milestones plus work in progress on the current milestone, calculated on the hours actually worked. Any amount you have paid above that figure is refunded within fourteen days.

If we terminate because we can no longer deliver, you pay only for accepted milestones and we refund the balance.

Retainers

Retainers are invoiced monthly in advance and are non-refundable for the month already begun, because capacity has been reserved. Either party may end a retainer with thirty days' written notice, and no further months are invoiced after the notice period.

Unused hours in a month do not roll over unless your agreement expressly says they do.

Advertising spend and third-party costs

Advertising spend already placed with a platform cannot be refunded by us. Where spend is funded from your own card, refunds are a matter between you and the platform. Third-party licences, subscriptions, domain registrations and app store fees are likewise non-refundable once purchased.

Defects

Defects in delivered work reported within thirty days of handover are corrected at no charge. Correction is the remedy for defects; a refund is not offered in place of correction unless we are unable to correct the defect within a reasonable period.

Requesting a refund

Send a written request to admin@thefactorydeals.com setting out the engagement, the amount and the reason. We acknowledge within three business days and respond substantively within fourteen days. Approved refunds are returned by the original payment method.

Chargebacks

Please raise a concern with us before initiating a chargeback. A chargeback made without first contacting us may result in suspension of work and of access to deliverables while the dispute is resolved.