Cancel before we start, and you pay nothing.

• You can cancel any engagement at any time, in writing, with no cancellation fee.
• If we have not started work, your payment is refunded in full.
• Once work has started on a milestone, that payment is non-refundable.
• Milestones already delivered are non-refundable — the work and the files are yours and have been handed over.
• Refunds are returned to your original payment method, not to a different card or account.

Before work begins, your proposal breaks the engagement into milestones — for example: discovery and architecture, design, build, launch. Each milestone has a named deliverable and a price.

You are invoiced milestone by milestone, so the money you have paid at any point matches the work that has been delivered or is underway. Nothing is paid far ahead of delivery, and there is no separate deposit sitting outside the deliverables.

A milestone is treated as started once we begin work on it. We will always tell you when that is, so you know the point at which a payment stops being refundable.

Money we have already paid out on your behalf cannot be refunded by us: domains, hosting, fonts, stock licences, plugin or theme licences, AI and API usage, and advertising spend paid to Meta, Google, Amazon or any other platform. These are always identified in your proposal and invoiced at cost. Where a third party offers its own refund, we will help you claim it.

• Retainers, SEO and performance marketing run month to month with no lock-in.
• Cancel in writing. The notice period is stated in your proposal; the current month is payable in full and the retainer ends at the close of that period.
• Part-months are not refunded, because the senior capacity reserved for you that month cannot be resold.
• Unused hours do not roll over beyond the following month, and are not refundable in cash.

If a deliverable does not match what your proposal describes, tell us and we will put it right. The revision rounds included in your engagement are set out in that proposal.

If we cannot bring a delivered milestone up to what the proposal described, we will refund that milestone. That is the backstop, and we would rather use it than leave you with something you cannot use.

If you are buying as an individual rather than for a business, UK law gives you 14 days from the day the contract is made to cancel for any reason and receive a full refund. If you ask us to begin work inside that 14-day window and we do, you lose that automatic right once the work is done, and you may be charged for the work carried out — we will always confirm this in writing before starting early.

Business clients contract under the cancellation terms set out above rather than the consumer right of withdrawal. Nothing in this policy removes any right you have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Email contact@zeravonltd.com from the address on your invoice, with your project name and what you would like to cancel. A message through our contact form or WhatsApp works too, but email gives us both a record.

• We confirm in writing whether work had started, and the refund figure.
• The refund is issued to the original payment method. If you are buying as a consumer, UK law requires this within 14 days of the cancellation being agreed.
• Card refunds can take further time to appear on your statement, depending on your bank.
• We cannot refund to a different card, account or person than the one that paid.

If you are unhappy, tell us first — we answer every day of the week and a direct conversation resolves things far faster than a bank dispute. If we have genuinely got it wrong, we would rather refund you ourselves than argue about it.

This does not affect your right to raise a dispute with your card issuer or bank. Where a chargeback is raised, we will provide the proposal, the milestone record and the delivered files as evidence.