Credit Notes & Refunds Policy
A credit note is a formal document that reduces the amount you owe (or have paid) on an invoice. This article explains when credit notes are issued and how refunds work.
When We Issue Credit Notes
- An invoice contained an error (wrong rate, wrong quantity, VAT applied incorrectly)
- A service was not delivered as contracted and a partial refund is appropriate
- A change request was cancelled before work began and a deposit was paid
- A retainer was overpaid due to an administrative error
- A warranty defect resulted in rework costs we absorbed but had already billed
How Credit Notes Work
A credit note reduces your outstanding balance. It is applied to your next invoice automatically — you do not need to take any action. You will receive a credit note PDF for your accounts records.
Cash Refunds
If you have a credit balance with us (e.g. from overpayment or a prepaid retainer that was cancelled) and no future invoices are expected, we can refund the balance to your bank account. To request a cash refund:
- Contact your Account Manager
- Provide your bank account details securely (do not send via email — we will provide a secure form)
- Refunds are processed within 10 business days of confirmation
What We Do Not Refund
- Completed work that was delivered to spec and accepted
- Third-party costs already incurred on your behalf (hosting, licences, subscriptions)
- Non-refundable deposits where work has begun
Refer to your contract for specific refund terms applicable to your engagement type.