Refund Policy

The short version

• We bill in stages against agreed milestones, so you are never far ahead of the work.
• If an engagement ends early, you pay for work completed and we return anything paid for work not yet performed.
• The booking deposit is not refundable. It holds a delivery slot we stopped offering to anyone else.
• Third-party costs we pay on your behalf — apps, subscriptions, licences, platform fees — are not refundable once bought.
• Nothing here removes rights you have under the consumer or contract law that applies to you.

What we are selling

Proscube provides professional services: design, development, conversion work, and the strategy around them. There is no physical product to return and no licence to deactivate. Once we have spent the hours, the work exists whether or not the project continues, which is why refunds here are tied to work not yet performed rather than to satisfaction with work already delivered.

If you think delivered work is wrong — not to taste, but genuinely not what was scoped — that is a delivery problem and we would rather fix it than argue about a refund. Tell us early. Our process puts working pages in front of you in the first week specifically so that conversation happens while it is still cheap.

How we bill

Every project is scoped and priced in writing after a discovery call, and the price does not move unless the scope does. Billing then runs in two parts:

• A booking deposit, payable to confirm the engagement and reserve your delivery window.
• Milestone payments, invoiced as agreed stages are delivered. The stages are named in your proposal before anything starts.

We keep a small number of projects running at once. That is what makes the senior-people promise real, and it is the reason the deposit works the way it does — accepting your booking means turning down other work for that window.

When a refund applies

You are entitled to a refund of amounts you have paid for work we have not performed. In practice that means:

• You cancel an engagement and a milestone you have already paid for has not been started. That payment comes back.
• A milestone is part-complete when work stops. We bill the proportion delivered and return the rest.
• We cancel the engagement ourselves for a reason that is not your fault — capacity, illness, anything on our side. Unperformed work is refunded in full.
• We invoiced you in error, or twice. Obviously that comes back.

When a refund does not apply

• The booking deposit. It is consideration for holding a slot, and the slot is consumed whether or not the project proceeds.
• Work already delivered, including work you decide not to use. A page we built and you chose not to publish was still built.
• Third-party costs already incurred on your behalf — app subscriptions, licences, fonts, platform fees, paid tooling. We pass these through at cost and cannot recover them once bought.
• Time spent on scope you later reversed. If you asked for a direction, we built it, and you then changed your mind, that is billable. We will always tell you before we build something we think is a mistake.
• Results. We are paid for the work, not for a market outcome. Where a specific engagement is structured so that our fee depends on a measured result, that arrangement is written into the proposal and governs instead of this section.

How to request a refund

Email hello@proscube.com from an address associated with the engagement, and tell us which payments you are asking about and why. A person will answer — there is no form and no ticket queue.

We will come back within five business days with a position: what we consider delivered, what we consider unperformed, and the resulting figure. If we disagree about the split, we would rather work it out directly than escalate — but nothing in this policy stops you pursuing whatever remedy the law gives you.

Approved refunds are paid to the account the original payment came from, usually within ten business days of agreeing the amount. We do not refund to a different account or payment method.

Disputed charges

If something looks wrong on an invoice, raise it with us before raising it with your bank. A chargeback filed without contacting us first costs us the fee and costs you the goodwill, and it usually turns out to be something we would have fixed the same day. We reserve the right to suspend work on an engagement while a chargeback is open.

How this fits with your contract

If you have signed a proposal, statement of work, or master agreement with us, that document governs where it differs from this page. This policy describes how we work by default; a signed agreement describes how we agreed to work with you. See also our Cancellation Policy for how an engagement is ended, and our Terms & Conditions for everything else.

Changes to this policy

We may revise this page as the business changes. The version that applies to your engagement is the one published when you signed, and we will not apply a later, less favourable version to work already underway.

Contact us

Questions about this document? Email us at hello@proscube.com and a person — not a ticket queue — will answer.