Refund Policy

1. Overview

Axel Labs provides bespoke digital studio services. Because work is scoped and delivered on a project basis, refunds are handled differently from off-the-shelf products. This policy explains what happens if you cancel, if we cancel, or if there is a billing dispute.

2. Deposits

Unless your written quote or project agreement states otherwise, projects require a 50% deposit before design or development work begins.

Deposits are non-refundable once work has commenced, because they reserve studio time and cover discovery, design, and early build effort. If you cancel before any work has started, we may refund the deposit minus any non-recoverable third-party costs already incurred on your behalf.

3. Custom Projects (£5,000+)

For custom builds and larger engagements:

• If you cancel after work has started, you remain liable for work completed up to the cancellation date, plus any approved third-party costs;
• Any unused portion of prepaid fees may be refunded at our discretion once completed work and costs are deducted;
• The final 50% payment is due on launch. If you choose not to launch, you remain liable for work delivered to that point unless we agree otherwise in writing.

4. Simple Sites

4.1 One-off builds (from £1,000)

One-off simple site projects follow the same deposit and launch payment structure as other projects. If you cancel after design or build work has begun, the deposit is non-refundable.

4.2 Weekly plans (from £25/week)

If you are on an agreed weekly plan, you may cancel future weeks with written notice before the next billing cycle. Fees already paid for work completed in the current week are non-refundable. We do not charge cancellation fees beyond amounts already due for work performed.

5. Retainers & Ongoing Support

Monthly retainers and support agreements are billed in advance unless stated otherwise. You may cancel a retainer at the end of the current billing period by giving reasonable written notice. Fees for the current period are non-refundable once the period has started.

6. When Refunds May Be Issued

We may issue a full or partial refund where:

• We have materially failed to deliver the agreed scope and cannot remedy the issue within a reasonable time;
• You were charged in error or duplicate charges were made;
• We cancel the engagement before work begins and no costs have been incurred;
• Both parties agree in writing to a refund as part of a settlement.

Refunds do not apply to dissatisfaction with subjective design preferences where the agreed scope was delivered, unless revision rounds included in your project agreement have not been exhausted.

7. Third-Party Costs

Domain registration, hosting, stock assets, premium plugins, API subscriptions, and other third-party purchases are generally non-refundable once procured, even if your project is cancelled. We will tell you before incurring such costs where possible.

8. How to Request a Refund or Cancellation

To cancel a project or request a refund review:

1. Email hello@axellabs.io with the subject line: Refund Request — [Project Name].
2. Include your name, project details, invoice reference (if applicable), and a brief explanation of your request.
3. We will acknowledge your message within 2 business days and provide a response within 7 business days once we have the information needed to review your case.

9. Chargebacks and Payment Disputes

If you have initiated a chargeback with your bank or card issuer, please also notify us at hello@axellabs.io so we can respond appropriately. Chargebacks on valid project fees where work has been delivered may delay handover of files, credentials, or launch access until the dispute is resolved.

10. Contact

For billing or refund enquiries:

Axel Labs
Attention: Billing
Isle of Man
hello@axellabs.io

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