1. Deposits and scheduling
Most engagements begin with a deposit or first instalment, as set out in your Engagement Terms. This secures your place in our schedule and covers the initial work we commit to your project. Unless your Engagement Terms state otherwise, deposits are non-refundable once work has begun.
2. Cancellation
You may cancel an engagement by giving us written notice at contact@smartweblabs.com. If you cancel after work has started, you remain responsible for fees covering the work completed and any non-recoverable costs or third-party commitments incurred up to the cancellation date. We may also cancel an engagement, for example for non-payment or breach of our terms.
3. Refunds
Because we deliver bespoke, time-based services, fees for work already performed are generally non-refundable. Where a refund is appropriate, it will be limited to amounts paid for work not yet performed, at our reasonable discretion and in line with your Engagement Terms.
Subscription or monthly retainer fees cover the period in which they are billed and are not refundable for partial periods. Any approved refund will be made using the original payment method within a reasonable time.
4. How to request a refund
To raise a refund or billing question, email us at contact@smartweblabs.com with your invoice details and the reason for your request. We aim to review and respond to every request fairly and promptly. This policy should be read alongside our Terms of Service.
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This document was last updated on June 19, 2026. If you have any questions about it, please contact Smart Web Labs at contact@smartweblabs.com.