Legal
Refund Policy
Last updated: June 2026
1. Project Fees: 48-Hour Window
Following payment of a project fee for a Build engagement or an Automation/CRM setup, clients may request a full refund within forty-eight hours, provided work has not yet commenced. This window exists to accommodate a change of mind before any time or resources have been committed to the project.
2. Project Fees: Once Work Begins
Once project work has commenced (including initial research, scoping, drafts, or configuration) the project fee becomes non-refundable. This reflects the time and resources committed to the engagement at that point. Clients are notified when work formally commences, typically within the forty-eight hour window described above.
3. Retainer Fees
Retainer fees for Growth or Automation engagements cover the service period they are billed for and are non-refundable once that period has begun, as they correspond to work already provided or committed for that month. Clients may cancel a retainer at any time to prevent future billing, as described in our Terms of Service, but no partial-month refund is issued for the current billing period.
4. Service Delivery Delays
Where Alderstone fails to deliver agreed project work within the timeline confirmed at the start of the engagement, due to its own fault, this will be addressed on a case-by-case basis with the client, which may include a fee waiver on the following billing period, or, where the client no longer wishes to proceed, a full or partial refund of the project fee depending on the extent of work already completed.
5. Dissatisfaction With Delivered Work
Prior to a website, system, or deliverable going live, clients are shown a preview and may request reasonable revisions at no additional cost as part of the standard engagement. Should a client remain dissatisfied after a reasonable number of revision rounds and choose not to proceed, this will be assessed on a case-by-case basis with a view toward a fair resolution, which may include a partial refund of the project fee depending on the extent of work already completed.
6. How to Request a Refund
Refund requests should be submitted through the contact details published in the footer of Alderstone's website, stating the reason for the request. Requests are typically reviewed and responded to within three business days.
7. Method of Refund
Approved refunds are issued to the original payment method used at the time of purchase, typically processed within seven to ten business days of approval.