Last updated: October 1, 2026
1. Overview
BrandThink provides custom digital services including website design, website development, web application development and website maintenance. Because our work is custom-made for each client and cannot be “returned” in the way a physical product can, this policy explains when and how refunds are available at each stage of a project.
Where a signed proposal or service agreement includes different terms, the terms of that agreement take precedence over this policy.
2. Deposits & project payments
Most projects are billed in milestones:
- Project deposit (typically 40–50%) is due before work begins and secures your place in our schedule.
- Milestone payments are due on approval of agreed stages (for example, design sign-off).
- Final payment is due before the website or application is launched or transferred to your hosting.
3. Project cancellations
You may cancel a project at any time by notifying us in writing. Refunds are calculated as follows:
- Within 7 days of paying the deposit and before work has started: full refund of the deposit.
- After work has started: the deposit is refunded minus the cost of work completed to date, calculated at our standard hourly rate and supported by a time report.
- After a milestone has been approved: payments for approved milestones are non-refundable, as that work has been delivered and accepted.
On cancellation, you will receive all completed work (designs, code and assets) that has been paid for.
4. Revisions & satisfaction
Your satisfaction matters to us. Each project includes a set number of revision rounds as outlined in your proposal. If a deliverable does not meet the agreed specification, we will revise it at no extra cost until it does. Refunds are not issued for subjective preferences after a stage has been approved, but we will always work with you to find a fair solution.
If we are unable to deliver the agreed scope due to reasons within our control, you will be entitled to a refund for the undelivered portion of the project.
5. Maintenance plans
- Maintenance plans are billed monthly or annually in advance and can be cancelled at any time.
- Monthly plans: cancellation takes effect at the end of the current billing period. No partial-month refunds are issued.
- Annual plans: cancelled within the first 14 days receive a full refund. After 14 days, unused full months are refunded on a pro-rata basis, minus any discount applied for annual billing.
- Unused monthly support hours do not roll over and are non-refundable.
6. Non-refundable items
The following are not eligible for a refund:
- Third-party costs paid on your behalf, such as domain names, hosting, premium plugins, fonts or stock imagery.
- Work and milestones that have been approved by you in writing (including by email).
- Projects that have been launched or transferred to your hosting environment.
- Rush or expedited delivery fees once the expedited work has begun.
7. How to request a refund
To request a cancellation or refund, please email us with:
- Your full name and company name
- Your project name or invoice number
- The reason for your request
We will acknowledge your request within 2 business days. Approved refunds are processed within 7–10 business days to the original payment method. Depending on your bank or card provider, it may take a few additional days for the funds to appear.
8. Contact us
If you have any questions about this policy, please contact us at contact@brandthink.app or use our contact form. We're always happy to talk things through.