This is the formal version of the promises laid out on the guarantee page. It covers what happens with money — yours and mine — at each stage of a project. If you'd rather read the warm version first, start there. Otherwise, here are the rules.
The deposit-back guarantee
Every project starts with a deposit (usually 50%). If the studio fails to deliver the agreed scope within the agreed timeline and revision rounds, and that failure is on me — not because we're waiting on your content or sign-off — the deposit is refunded in full. No hoops, no "processing fee".
The agreed scope, timeline, and revision rounds are the ones written into the quote you accepted. If those have shifted by mutual agreement in writing, the new version is what counts.
If you decide to cancel mid-project
Life happens — sometimes a project needs to stop. If you choose to cancel after work has started:
- The deposit is non-refundable, because the time has already been spent.
- You keep everything I've delivered to date — design files, code, copy, the lot.
- Anything that's a work-in-progress at the moment you cancel is handed over as-is within five working days.
- No further payments are owed beyond the deposit, unless you've already approved a milestone past the deposit.
Final payment refunds (defects after launch)
Once a site is live and final payment has cleared, there's a 30-day post-launch guarantee. If you find a defect during that window, I'll fix it under the guarantee at no extra cost. A "defect" means:
- The site doesn't work on the browsers and devices we agreed on in the quote.
- A core flow — checkout, contact form, booking, sign-up, whatever was in scope — is broken.
- Functionality listed in the quote is missing or doesn't do what was specified.
If a defect genuinely can't be fixed, you'll get a partial refund of the final payment proportional to the defect— agreed in writing, based on how much of the delivered scope is affected. Cosmetic preferences, new feature requests, and changes to scope are not defects; they're change requests with their own quotes.
Care plan refunds
Monthly care plans can be cancelled any time from your account. If you cancel partway through a month, the remaining days of that month are pro-rated and refunded automatically. You don't need to email or explain — the cancel button is enough.
How to request a refund
Email hello@uxndesignstudio.comwith the project name and a short note explaining the request. You'll hear back within one working day, and approved refunds are processed to the original payment method within five working days of approval.
Dispute resolution
The first step is always a written conversation. Most disagreements get sorted with a calm thread in your project room or by email. If we can't reach agreement that way, we'll move to mediation in Johannesburg through a neutral mediator before either side considers anything more formal. Court is genuinely the last resort.
Questions
If anything in this policy is unclear before you commit to a project, ask. Email hello@uxndesignstudio.comand I'll answer in writing so we both have a record.