Refund Policy.
ellie-design provides custom digital services. Because project work begins shortly after payment, our refund policy reflects the nature of creative and technical work.
Before work begins
If you cancel within 48 hours of payment and before any project work has started, you are entitled to a full refund. Contact us at hello@ellie-design.com with your order reference.
After work has begun
Once discovery, design or development has started, a full refund is not available. We may issue a partial refund reflecting the proportion of unstarted work at our sole discretion.
Completed work
No refunds are available for completed and delivered work that matches the agreed project scope. Issues within scope are resolved as part of the included support period.
Monthly Maintenance
Monthly Maintenance subscriptions may be cancelled with 30 days written notice. Payments for the current month are non-refundable.
How to request a refund
Email hello@ellie-design.com with your name, order reference and reason. We respond within 3 business days.