Cancellation & Refund Policy

1.1 This policy applies to all paid engagements with Acuity Digital Agency, whether a fixed-scope Project (e.g. a website build or branding package) or an ongoing Retainer (e.g. SEO, paid media, or digital marketing management). It forms part of, and should be read together with, our Terms of Service.

1.2 Where a signed proposal, statement of work, or contract for a specific engagement sets out different cancellation or refund terms, those specific terms take precedence over this general policy.

2.1 Before work begins: If you cancel before we've started work on your project, any deposit paid is refunded in full, less any costs we've already incurred on your behalf (e.g. third-party licenses purchased for the project).

2.2 After work begins: Once work is underway, refunds are assessed based on the proportion of work already completed. We'll provide a clear breakdown of work delivered versus outstanding when handling a cancellation request.

2.3 After delivery: Once a project is delivered and accepted, it is considered complete and is not eligible for a refund, in line with clause on asset ownership in our Terms of Service.

3.1 Cancellation notice: Retainer agreements can be cancelled with advance written notice as agreed in your specific contract. Until that notice period ends, the retainer continues and remains billable.

3.2 Fees already billed: Fees for a billing cycle that has already started are not refunded, since work and resources for that cycle have already been allocated or delivered.

4.1 Email sales@acuitydigitalagency.com with your project or account details and the reason for your request. We aim to respond promptly and work with you to reach a fair resolution based on the specific work involved.