Refund Policy

1. Principle

You should pay for work you receive, and not for work you do not. This policy sets out how that works in practice.

2. Before work begins

If you cancel before we have started — no discovery call held, no files opened — you receive a full refund of any deposit within 10 business days.

3. After work begins

Once a project is underway, refunds cover the portion not yet delivered. We calculate this against the agreed milestone schedule, share the working, and refund the balance. Work already completed and handed over is not refundable.

4. After delivery

Completed and approved deliverables are not refundable. Defects reported within the support window are fixed at no charge — that is a warranty obligation, not a refund matter.

5. Not grounds for a refund

A change of mind about a design direction you previously approved, a change in your business circumstances, or delays caused by content or feedback not being supplied are not grounds for refund. In each case we will discuss options with you, including pausing the project or re-scoping it.

6. Monthly retainers

Maintenance and marketing retainers can be cancelled with 30 days' notice. The final month is charged in full and worked in full. We do not pro-rate part-months.

7. Third-party costs

Domains, hosting, licences, stock assets and ad spend already purchased on your behalf are not refundable, because we cannot recover them ourselves. These are itemised separately on every invoice.

8. How to request a refund

Email business@ottomern.com with your project reference and the reason. We respond within 5 business days, and approved refunds are processed to the original payment method within 10 business days.