Refund & Cancellation Policy

The deposit reserves your slot in our delivery calendar and covers discovery, audit and planning work that begins immediately. Deposits are non-refundable once that work has started.

If you cancel before any work begins — within 48 hours of payment and before kickoff — we refund the deposit in full.

Completed and approved milestones are non-refundable. If you cancel mid-project, we invoice for work delivered up to the cancellation date and refund any unearned balance within 14 business days.

Where a milestone is partially complete, we calculate the refund on hours worked and hand over the work-in-progress files.

Retainers are billed in advance for a calendar month and are non-refundable once the month has begun, because capacity is reserved for you.

You can cancel a retainer with 30 days' written notice. Service continues through the notice period, and unused hours do not roll over or convert to credit.

If a deliverable does not match the agreed scope, tell us within 30 days and we will correct it at no extra cost. Rework is our primary remedy; a refund is considered only if we cannot deliver the agreed scope at all.

Third-party costs we pass through or purchase on your behalf — Shopify plans, Faire fees, apps, themes, fonts, plugins, stock assets, hosting and ad spend — are non-refundable, as they are set by the provider.

Change-of-mind, internal strategy shifts, delays caused by missing client input, and results that depend on market factors outside our control are also not grounds for a refund.

Discovery calls are free. Please reschedule at least 12 hours ahead if plans change; repeated no-shows may mean we cannot offer further slots.

Email hello@komerce.site with your invoice number and the reason for the request. We acknowledge within 3 business days, review against this policy and the signed scope, and process approved refunds to the original payment method within 14 business days.

Please contact us before raising a chargeback. Disputes filed without giving us an opportunity to resolve the issue may result in suspension of active work and withholding of deliverables until the matter is settled.