Refund & Cancellation Policy
Deposits, cancellations, refunds and project termination.
Last updated: 8 October 2026
This policy forms part of Nebs-Creative client engagements where it is incorporated by the applicable proposal, quotation, agreement or Statement of Work. If a signed agreement states a different rule, the order of priority in that agreement applies. Mandatory consumer or payment-law rights are not excluded.
1. Deposits
A deposit reserves team capacity and funds the first stage of work. Once work has started, the deposit is normally non-refundable because that capacity has been reserved and work has begun. “Work starts” is determined by the governing agreement, typically at the kick-off meeting or when the team first begins project work, if earlier.
2. Cancellation before work starts
If the client cancels before any work has started, Nebs-Creative will refund the deposit less any approved third-party costs that cannot be recovered.
3. Cancellation after work starts
If the client ends a project after work starts, the client must pay the amount required by the governing agreement for work completed up to the end date, including the fair value of any stage in progress, plus approved expenses and third-party costs. Amounts already paid, including the deposit, are credited against that amount. Where the signed agreement provides that reserved capacity makes the deposit the minimum cancellation amount, that term applies.
4. Cancellation by Nebs-Creative
If Nebs-Creative ends a project for a reason that is not the client’s fault, or cannot complete the project for reasons not attributable to the client, the client pays only for work properly delivered/performed as provided by the governing agreement and Nebs-Creative refunds prepaid fees attributable to work not performed.
5. Termination for breach or insolvency
Where a party materially breaches the agreement or becomes insolvent, the termination provisions of the governing agreement apply, including any cure period. The client remains responsible for amounts due for work, reserved capacity and approved expenses where the agreement provides for them.
6. Ongoing services
Retainers, dedicated designers/teams and other ongoing services are cancelled according to the Ongoing Services Agreement or applicable SOW. The current standard pack uses a minimum term where stated and 30 days’ notice after the minimum term. Fees paid for the current month are generally not refundable except where the agreement expressly provides for a final part-month adjustment. Unused hours expire as the relevant agreement states.
7. Milestone and approved work
Amounts paid for completed and approved milestones are normally non-refundable except where required by mandatory law or where the governing agreement expressly provides otherwise. A refund is not a substitute for the agreed revision, defect-correction or dispute process.
8. Third-party costs
Approved costs such as stock assets, fonts, plugins, licences, hosting, research participants, testing tools, domains or other third-party purchases are refundable only to the extent Nebs-Creative can actually recover them from the provider.
9. Duplicate or incorrect payments
If Nebs-Creative receives a duplicate payment or agrees that an amount was billed in error, the incorrectly collected amount will be returned or credited as appropriate after verification.
10. Refund method and charges
Refunds are ordinarily returned using the original payment method where reasonably possible. Bank, intermediary, currency-conversion or payment-processing charges that cannot be recovered may be deducted where the governing agreement and applicable law permit.
11. Chargebacks and payment disputes
If you believe a payment is incorrect, contact contact@nebs-creative.com before initiating a chargeback so we can investigate quickly. Nothing in this policy removes any non-waivable cardholder, bank or statutory dispute right.
12. How to request cancellation or a refund
Send a written request to contact@nebs-creative.com identifying the client, project, invoice/payment reference, reason for the request and requested outcome. We will review it against the governing agreement and applicable law.
Nebs IT Solutions Ltd, trading as Nebs-Creative
Company number 16128885 · Registered office: Suite A82, James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE, United Kingdom
Questions about this page?
Email our team and we will reply as soon as we can.
contact@nebs-creative.com