Refunds, cancellations, and disputes
How projects are billed
Website projects are performed under a written, signed proposal with a fixed price and named deliverables. Payment is collected by Stripe-hosted invoice, usually in staged installments tied to project milestones. We never collect or store card or bank credentials ourselves.
Cancellation
- Before work begins: cancel for a full refund of everything paid. There is no non-refundable booking deposit.
- After work begins: either party may end the project with written notice. Each installment becomes earned and non-refundable when its stage begins, as set out in the signed proposal; installments for stages that haven’t started aren’t owed. If the completed work has been presented and matches the signed proposal, the final installment is still due even if you choose not to launch. Once any balance due at cancellation is paid, you receive the latest design direction you approved, if any, and the client-specific files created by then, in their current state. Work in progress may not be launch-ready. Rejected concepts, reusable tools, and third-party components aren’t included.
Send written cancellation notices and refund requests to hello@twofish.studio.
Refunds
- Installments are earned on the schedule described under Cancellation above. Approval at each stage is explicit and in writing. A deliverable is never “deemed accepted” by silence. Each stage includes the review and revision rounds stated in your proposal.
- If something we delivered doesn’t match the written proposal, tell us. During the project, corrections are part of the agreed scope; for 30 days after launch, we fix confirmed defects at no charge. Changes or outages in third-party services, and problems introduced by someone other than us, aren’t defects.
- Refunds are issued to the original payment method through Stripe.
Disputes
Contact us first at hello@twofish.studio; we aim to respond within 2 business days and work in good faith to resolve any billing or delivery concern before it becomes a formal dispute. Unresolved disputes are governed by the signed project agreement and Washington State law.
Service delivery (fulfillment)
We sell professional services, not physical goods. Nothing ships. Deliverables and timelines are defined in each signed proposal; each stage is delivered when its work is presented or handed off as the proposal describes. Public launch is a separate step; the final installment is due when the completed work is presented and matches the signed proposal, even if you choose to launch later or not at all. Ongoing care plans, when purchased, are billed monthly or quarterly in advance and delivered per their written terms. You can cancel anytime before your next renewal. Service continues through the period you’ve already paid for, and no later care-plan payment is due.