Refund & Revision Policy

Last updated: 25 August 2026

We would rather fix a problem than argue about a refund. This page sets out exactly what is included, what a revision means, and when money comes back to you — so there is nothing to negotiate later.

1. What a revision means

A revision is a change that refines work already agreed in your approved scope — adjusting layout, colours, copy placement, spacing, or behaviour of something already built. It is not a revision if it adds a new page, screen, feature, or integration, or reverses a creative direction you previously signed off. Those are new work and are quoted before we start them.

2. Revision rounds included

Extra rounds beyond those included are billed at our standard hourly rate, always quoted and agreed before we do the work.

3. Our first-round guarantee

If you are genuinely not happy with the direction after the first design round, tell us within 7 days of receiving it. We will either redo it at no cost or refund your 40% advance in full — your choice, no argument and no paperwork.

4. Refunds after work has started

Once we are past the first design round, refunds are calculated pro-rata on work not yet delivered:

• Before the design milestone is approved — you receive back your advance less the value of design work already completed.
• After the design milestone is approved — the 40% advance and the 30% milestone payment are non-refundable, as that work has been delivered and handed to you. Any unstarted phase is refunded in full.
• After final delivery — the project is complete and payments are non-refundable. Defects in what we built are fixed free under the 30-day support window.

5. What is never refundable

• Third-party costs we paid on your behalf — hosting, domains, licensed fonts, stock assets, plugins, app store fees.
• Work completed and delivered to you, including files you have already received.
• Bank charges or currency conversion losses on the original payment.
• Monthly care plan fees for a month already in progress.

6. If we cancel

If we cannot complete your project for any reason on our side, you receive a full refund of everything paid for work not yet delivered, and we hand over all completed work with no strings attached.

7. If you go quiet

If a project sits inactive on your side for more than 30 days despite our follow-ups, we may close it. Payments made to that point are treated as earned for work delivered, and we will hand over that work. You can restart later, subject to our availability at the time.

8. Care plans

Monthly care plans can be cancelled any time with 7 days' notice before your next billing date. We do not refund part-months, and unused change hours do not carry over.

9. How to request a refund

Email info@genztech.agency with your project name and the reason. We respond within 3 business days, and approved refunds are sent back through the original payment method within 14 business days.

This policy forms part of our Terms & Conditions.