Refunds and cancellation

A fixed-scope engagement may be cancelled at any point before work begins for a full refund, no reason required. Write to us and the refund is initiated the same working day.

Once work has started, a cancelled fixed-scope engagement is refunded in proportion to the work not yet done, assessed against the deliverables named in the statement of work.

• Discovery started, no deliverable issued: 75% refunded.
• Draft deliverable issued: 40% refunded.
• Final deliverable issued: no refund, because the work has been delivered.

We will tell you which of these applies before processing anything, and we will show you the work done to date.

Retainers run for a minimum of three months and may then be ended on 30 days' written notice. The month in progress is not refunded, since the time has been reserved for you and cannot be resold at short notice. Months invoiced beyond the notice period are refunded in full.

An advisory call rescheduled or cancelled at least 24 hours in advance is refunded in full, or moved at no charge. Inside 24 hours the fee is retained, because the time cannot be reallocated.

If we end an engagement for any reason — including because we conclude we are not the right people for the problem, or because the work would require us to assist with unsolicited messaging or purchased lists — you are refunded in full for everything not yet delivered, regardless of the schedule above.

If a deliverable does not match the statement of work, tell us within 7 days of receiving it. We will correct it at no charge. If we cannot bring it to the agreed scope, that portion of the fee is refunded.

This covers the work not matching what was agreed. It does not cover a third party's decision going against you — a mailbox provider's filtering, a search engine's ranking or a messaging platform's template review — which clause 8 of the terms explains we cannot control or guarantee.

• Refunds are initiated within 7 working days of being agreed.
• Money is returned to the original payment method. We cannot redirect a refund elsewhere.
• Your bank or card issuer typically takes a further 5 to 7 working days to post it.
• A credit note is issued against the original tax invoice, reversing the GST proportionally.

Email billing@sendpository.com with your invoice number and what you would like to happen. We reply within one working day.