Cancellation & Refund Policy

Wisest Digital sells professional services: custom AI and software engineering, web development, and ongoing digital marketing work. We do not sell physical goods, and we do not sell downloadable or self-service software subscriptions, so this policy contains no shipping, delivery, or product-return terms — none would mean anything here.

It applies to every paid engagement, in three shapes: fixed-scope project work, milestone-based or phased work, and recurring monthly services such as retainers and managed campaigns.

Your signed engagement agreement — the statement of work, the master services agreement, or both — sets the specific fees, payment schedule, milestones, and notice period for your engagement. Where a term in that agreement differs from this page, the agreement governs. This page describes how we approach cancellation and refunds generally, and it is written to be consistent with the agreements we sign.

If you cancel after signing but before we have started work, you are entitled to a refund of amounts paid, less any costs we have already committed on your behalf and cannot recover.

Committed costs are things bought for your engagement specifically — third-party licences, prepaid model or API usage, paid tooling, or media spend already placed with a platform. Where any exist, we identify them individually with evidence rather than deducting an unexplained percentage.

Sending an enquiry or receiving a proposal costs nothing and commits you to nothing. There is no fee to cancel at that stage because no contract exists yet.

You may cancel an engagement in progress by giving written notice, subject to the notice period in your agreement.

On cancellation, fees are settled for the work actually performed up to the effective date of cancellation, together with any committed third-party costs described above. Amounts paid in advance beyond that point are refunded.

What "work performed" means depends on how your engagement is priced. For time-based work it is the hours or days worked. For fixed-scope work it is the proportion of the agreed scope completed, assessed against the deliverables and milestones set out in the agreement rather than by our impression of progress.

We will hand over work completed and paid for, in a usable form, on request. We do not withhold delivered work over a cancellation.

Where an engagement is structured in milestones or phases, each one is treated as a unit of work with its own deliverable and acceptance criteria.

A milestone that has been delivered and accepted is payable and is not refundable, because the work it represents has been done and handed over. A milestone that has been paid for but not yet started is refundable in full.

Where cancellation falls part-way through a milestone, it is settled on the proportion completed, on the same basis as above.

Monthly retainers, managed campaigns, and other recurring services can be cancelled with written notice, subject to the notice period in your agreement.

Cancellation takes effect at the end of the period you have already paid for. We continue to deliver the service through that period, so it is not refunded — you receive what you paid for rather than a refund for it. No further amount is charged afterwards.

Where a retainer includes a defined allocation of hours or deliverables and we have materially failed to provide them in a paid period, that is a service failure rather than a cancellation, and it is handled under the section below.

Media spend and third-party platform costs are separate from our fee. Unspent media budget held by us is returned; amounts already committed to a platform are subject to that platform’s own terms, which we do not control.

Work that has been delivered and accepted under the acceptance process in your agreement is not refundable. Custom engineering and creative work is built for one client and cannot be resold or recovered, which is why acceptance criteria are agreed in writing before the work starts rather than after it.

This is not a bar on raising a problem. Where delivered work does not meet the agreed acceptance criteria, the remedy is correction: we fix it. That obligation is set out in your agreement and it survives delivery.

If we end an engagement for a reason that is not your breach, or if we materially fail to deliver what was agreed and do not correct it within a reasonable period after you tell us, you are refunded for work paid for and not delivered.

We may also suspend or end an engagement where invoices are materially overdue after written notice, where we are asked to do something unlawful or outside our acceptable use position, or where the engagement falls into a jurisdiction we do not serve. In those cases fees for work already performed remain payable.

We would rather say no at the start than take an engagement we do not believe in. Where we think the work should not proceed, we say so before it is paid for.

Cancellations and refund requests are made in writing, through the contact route on this website or by replying to the person running your engagement. Please include the engagement or invoice reference so we can identify it.

We acknowledge the request, confirm what has been performed and what has been paid, and set out the resulting figure in writing before anything is processed. If we disagree with your assessment, we say what we think is correct and why, in writing, rather than simply declining.

Approved refunds are returned by the same method the original payment was made, where the payment provider allows it. The time it then takes to reach you depends on that provider and your bank rather than on us.

Where we cannot agree on what is owed, the position is escalated to the engagement owners on both sides and dealt with under the dispute and governing-law provisions of the engagement agreement.

Nothing in this policy removes any right you have under applicable consumer or commercial law, or any statutory right that cannot be excluded by agreement.

We may update this policy. The last-updated date at the top of this page changes when we do. A change to this page does not alter the cancellation or refund terms of an agreement already signed — those are governed by the agreement in force when it was signed.