Refund policy
The short version
You get your money back for work that has not been done. You do not get it back for work that has. The sections below say where that line falls for each kind of service.
This policy forms part of our terms of service.
Deposits
A deposit is refundable in full if you cancel before we have started. "Started" means the first hour of design, development or research booked against your project, and we will tell you the date it began if you ask.
Once work has started, the deposit covers the work done and is not refundable.
Website builds
Builds are paid in stages, and refunds follow the same stages.
- Completed milestones are not refundable. If you have approved the design, the payment for the design stage stays with us and the design files are yours.
- Milestones not yet started are refundable in full. If you cancel after design approval but before the build begins, the build payment comes back to you.
- A milestone in progress is settled on the work done to that point. We send you a breakdown of the hours and refund the rest.
Whatever you have paid for is yours to take with you, including the design files and any code written.
Fix packages
Fix packages are paid in full up front and delivered in 5 to 10 working days.
- Refundable in full before work starts.
- Once work has started, refundable in proportion to what is left undone.
- Not refundable once the package is delivered and the report is sent.
The free audit costs nothing, so there is nothing to refund. You keep the report whether or not you hire us.
Monthly services
Hosting and maintenance, Google Ads, Meta Ads and monthly SEO/GEO are billed monthly in advance and cancelled with 30 days notice.
- The notice period is worked and is not refundable. The service runs for those 30 days and you keep the benefit of it.
- Months already billed and served are not refundable.
- If you cancel partway through a billing month, that month is not refunded, and the service continues to the end of the notice period.
Ad spend sits with Google or Meta, not with us, so a refund of it is a matter for them.
Yearly prepaid plans
A yearly prepaid plan is non-refundable once the year has started. That is the trade for the lower price, and it is why we treat the decision as one to take deliberately.
We send a reminder 30 days before the year renews, and nothing renews unless you say so.
If the work is not right
If something we delivered does not do what the quote said it would, tell us and we fix it. That is not a refund matter and there is no charge for it. A refund only comes into it if we cannot put it right.
Revisions within the two rounds per stage are part of the project, not a fault, and they are never charged for.
How to ask for a refund
Email legal@alphaqio.com with your invoice number and what you are asking for. We reply within 5 working days with a decision and, where a refund is due, a breakdown of how it was calculated.
Approved refunds are paid within 14 days, by the same method you paid with. Bank transfer fees on a cross-border refund are deducted from the amount, because they are charged to us by the bank.
Chargebacks
If something has gone wrong, write to us first. A chargeback raised without contacting us costs both of us time and money, and we will contest one where the work was delivered as agreed.