Refund Policy
What you can expect if a project ends earlier than planned, or if something we delivered isn’t right.
Effective May 31, 2026.
Deposits and project work
Most engagements begin with a deposit — typically 30% to 50% of the agreed scope. The deposit covers discovery, scoping, and the planning hours we spend before delivery begins, and it is non-refundable once work has started.
Cancellation before work begins
If you cancel a project after a deposit is paid but before any work has started, Safepay will refund the deposit minus any third-party costs already incurred (for example, software licences, paid ad spend, or stock assets purchased on your behalf).
Cancellation after work begins
If you cancel mid-project, we will invoice for work completed and any non-cancellable costs through the cancellation date, and refund any unused portion of pre-paid fees. We will hand over any deliverables produced to that point.
Retainer services
Monthly retainer services (digital marketing, ongoing development, managed monitoring) can be cancelled with 30 days written notice. Unused days in a current billing cycle are not refunded, but no further charges will be raised after the notice period.
Penetration testing and one-off assessments
Penetration testing engagements are scoped and scheduled in advance. Once testing has started, fees are non-refundable. If we cancel a test for our own reasons, fees paid for that engagement are fully refunded.
Third-party costs
Paid advertising spend, software licences, paid plugins, domain registrations, and similar third-party costs are billed to you separately and are not refundable through Safepay once the third party has invoiced or charged.
How to request a refund
To request a refund or discuss a billing concern, email info@safepayglobal.com with your invoice number and a brief explanation. We aim to respond within five business days, and approved refunds are processed within 14 business days to the original payment method.
Chargebacks
If you dispute a charge with your bank or card issuer instead of contacting us first, we may suspend ongoing services until the dispute is resolved. We would much rather hear from you directly.