Refunds

The short version

We back our work with a 14-day money-back guarantee on every new website project. If you're not happy with our first design concept, you get a full refund — no haggling.

How the guarantee works

1. You pay your deposit and we deliver an initial design concept within 7 working days.
2. If you're not happy with the direction, tell us within 14 days of receiving the first concept.
3. We refund 100% of the deposit. We keep the design files; you keep nothing built on them.

What's not refundable

• Work signed off and approved. Once you've approved a design and we move to build, that phase isn't refundable.
• Third-party costs. Domain registration, premium fonts, stock imagery, hosting — passed through at cost and not refundable once purchased.
• Care plans and retainers. Billed monthly in advance. Cancel any time with 30 days' notice — no refund for the current month, no charge thereafter.
• Printed merchandise. Once production has started (usually within 24h of ordering) we can't recall print runs.

Project cancellation by you

You can cancel a project mid-flight at any time. We invoice for the work completed to date at our standard day rate and release any deliverables produced. We do not hold work hostage.

Project cancellation by us

We reserve the right to end a project if scope changes dramatically, payment is late by more than 30 days, or the working relationship becomes untenable. In that case we refund any unused deposit pro-rata.

How to request a refund

Email riotcolchester@gmail.com with your invoice number and the reason. We action approved refunds within 5 working days back to the original payment method.

See also: Terms of Service · Our Guarantee