This Refund Policy explains what is and isn't refundable when you work with Piece of Web (“POW”, “we”, “us”). Because most of what we do is created specifically for you, this policy protects the time and craft behind bespoke work, while staying fair on anything that hasn't been started yet. It applies alongside the proposal or contract you sign with us — and where your signed contract sets out specific refund, deposit or milestone terms, those terms govern your engagement.
01 Custom & Bespoke Work
Once we have produced work tailored to you, it cannot be “unmade” — so it is not eligible for a refund, whether or not it has already been delivered. This includes:
- Brand files and identity assets (logos, visual systems, guidelines)
- Designs and creative work produced for your project
- Custom development and any work built into a website, app or system
- Content, copy and other deliverables created specifically for you
02 Down Payments
- Before work begins: down payments are refundable in line with the terms of your signed proposal or contract.
- Once work has started: as soon as work on the project has begun, the down payment becomes non-refundable — it reserves our schedule and covers the resources already committed to your project.
03 Cancellations
If you cancel a project that is already underway, all work completed up to the cancellation date is payable in full, and amounts already paid toward completed work are not refunded. Any non-refundable third-party costs already incurred on your behalf also remain payable.
04 Ready-Made & Pre-Built Items
Items that are not bespoke — such as templates, stock assets, pre-existing components, licenses or pre-built products — may be refundable depending on their condition.
- A refund may be considered only where the item has not been used, modified, downloaded, redeemed or already delivered.
- Any third-party fees already incurred (such as license, platform or processing fees) are non-refundable.
05 Chargebacks & Payment Disputes
If you ever have a concern about an invoice or a payment, please contact us first — we'll always work with you to put it right.
- Raising a chargeback, bank reversal or payment dispute instead of contacting us to resolve the matter is treated as a breach of these terms.
- While a wrongful chargeback or dispute is outstanding, we may suspend all work, access and services and revoke any licenses to deliverables until it is resolved.
- You remain responsible for the disputed amount, together with any fees, charges or reasonable costs we incur in responding to it.
06 How to Request a Refund
If you believe a payment is eligible for a refund under this policy, email business@pieceofweb.com with your project name, the payment details and the reason for your request. We review every eligible request fairly and will respond within a few business days. Approved refunds are returned using the original payment method where possible; any non-refundable third-party fees are deducted.