Refund & Cancellation Policy
This page summarises the refund and cancellation terms for each service. It is drawn from, and governed by, our full Terms of Service — where any difference arises, the Terms of Service prevail.
1. Meta Ads Management
For standalone Meta Ads management engagements, all management fees are non-refundable once paid. This applies regardless of campaign performance, whether you cancel mid-month, or whether you choose not to proceed after payment. The full monthly fee is charged and non-refundable once paid, even if you cancel before the end of the billing period.
You may cancel your Meta Ads management at any time with written notice. Cancellation takes effect at the end of the current billing period. No partial refunds will be issued for unused days within a billing period.
2. Social Media Management
Social media management fees are partially refundable under the following conditions: if you cancel during an active billing period, a refund will be issued for that period less the cost of any graphics and content already designed, plus a management fee for the time worked. Work that has been designed — whether or not it has been published — is considered completed and billable.
Apart from the 10-day money-back guarantee below, full refunds will not be issued once work has commenced for a billing period. You may cancel at any time with written notice; we ask for a minimum of 7 days notice before your next billing date to avoid being charged for the following period.
10-day money-back guarantee (new plans)
Every new social media management plan (Starter, Growth or Scale) is backed by our 10-day money-back guarantee. You have 10 days from when we deliver your first batch of content to review it and request changes. If it’s not right for you, email [email protected] within those 10 days and we will cancel your plan and refund the fee you paid for your first month in full. After that, your plan continues month-to-month on the terms in this policy.
3. Website Design and Development
Once work has commenced on your website project — including but not limited to discovery, planning, design mockups, or development — no refund will be issued, regardless of whether you change your mind or choose not to proceed. Any amounts already paid are non-refundable and any outstanding balance for work completed up to that point remains payable.
4. Free Website Service
Once we have commenced work on your website — including design mockups, layout work, or development — no refund will be issued. The annual hosting fee is non-refundable once paid. If you cancel hosting after your website is live, your website files remain yours but we are not obligated to continue hosting your site or email address.
5. HW Portal Subscriptions
You may request a full refund of your most recent subscription payment within 14 days of that payment being charged. After 14 days, monthly subscription fees become non-refundable, except where the 10-day money-back guarantee in section 2 applies. Refund requests should be sent to [email protected] and will be processed within 10 business days. This 14-day refund window applies to Portal subscription fees and overrides the no-refund terms for services delivered through a Portal subscription.
You may cancel your Portal subscription at any time through your account settings or by emailing us. Cancellation takes effect at the end of your current billing period; you retain full access until that date.
6. How to request a refund or cancel
To request a refund or cancel a service, email [email protected] with your account email and the service concerned. We will confirm receipt and process eligible refunds promptly. For full terms, see our Terms of Service.