Refund Policy
Plain English. No gotchas. We want you to feel confident before money moves — and protected if something goes wrong.
Overview
Emmy is a web design and development studio. Our work is bespoke — once a project begins, we allocate time, tools, and people that cannot be recouped. This policy explains what we can and cannot refund, and why.
We operate on a deposit-based model: a portion is collected upfront to reserve your slot, and the remainder is invoiced at key milestones. Refund eligibility depends on how far into the project we are when a request is made.
Our commitment
If we miss a deliverable, fail to meet the agreed spec, or go significantly over the timeline through no fault of yours, we will make it right — including partial or full refunds where appropriate.
Productized projects
Our productized tiers (Starter, Growth, Scale) are fixed-scope, fixed-price engagements delivered on a defined timeline.
Before kick-off (within 48 hrs of payment): Full refund, no questions asked. Email us at hello@emmy.dev and we'll process it within 3 business days.
After kick-off, before first design review: 50% refund of the deposit paid. Work has begun and time has been allocated, but we'll return half if you decide not to proceed.
After first design review or any milestone delivery: No refund on amounts paid. You have received work product. If there are issues with the delivered work, we will revise per the scope outlined in your Statement of Work.
Revision scope
Every productized tier includes two rounds of revisions. Revisions are changes within the agreed scope — not new features. We'll always tell you when something falls outside scope and quote separately.
Custom builds
Custom builds are governed by your Master Services Agreement (MSA), which takes precedence over this general policy. The MSA is always shared before any payment is collected.
In the absence of project-specific terms, the following defaults apply:
Discovery deposit (first invoice): Non-refundable once a discovery session has been held. This covers scoping time, research, and any initial architecture work.
Development milestones: Each milestone invoice is tied to a specific deliverable. If a deliverable is not provided within 14 days of the agreed date (through no action or inaction on your part), you are entitled to a full refund of that milestone payment.
Final invoice: Due on project acceptance. Once you've formally accepted the final deliverable (or it has been deployed to your production environment at your direction), the project is considered complete and no refunds apply.
Maintenance plans
Maintenance plans (Active and Managed) are billed monthly or annually.
Monthly billing: You may cancel at any time. The current billing period is non-refundable, but no further charges will occur.
Annual billing: A pro-rated refund of unused months is available within the first 60 days. After 60 days, annual plans are non-refundable but you retain access until the end of the billing period.
Downtime SLAs: If our platform fails to meet the 99.9% uptime commitment in your plan, we will issue a service credit (not a cash refund) equal to 5× the value of the affected downtime hours. Credits are applied to the next invoice.
Common scenarios
Real-world situations are messy. Here's how we handle the most common ones.
We miss the deadline by more than 14 days
If the delay is our fault and not due to missing content or approvals from you, the affected milestone is fully refundable.
You cancel within 48 hrs of payment
Changed your mind quickly? No hard feelings — full refund within 48 hours of any initial payment.
Project stalls due to your delays
If a project goes dormant for 60+ days due to missing assets or approvals from your side, we'll discuss options — including pausing, restarting at current rates, or a partial refund.
Significant scope change requested by client
If you request a scope change mid-project, we'll issue a change order. Work completed under the original scope is billed; we'll discuss how to handle amounts paid toward work not yet started.
Design not to your taste after approval
If you approved a design direction in writing and then change your mind, this is a new scope item — not grounds for a refund.
Work completed and accepted
Once you've accepted and launched a deliverable, no refund applies. We can discuss a fix or enhancement under a new scope.
How to request a refund
Refund requests must be submitted in writing. Here's the process:
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01
Email us
Send a refund request to hello@emmy.dev with your project name, invoice number, and a brief description of your reason.
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02
We acknowledge within 1 business day
You'll receive a confirmation that your request has been received and is being reviewed.
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03
Review (up to 3 business days)
We review the request against the applicable policy above. If we need more context, we'll reach out — we won't drag this out.
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04
Decision communicated in writing
We'll email you our decision with a clear explanation. If approved, we'll confirm the refund amount and method.
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05
Refund issued
Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank or payment provider.
Processing timeline
Once a refund is approved, processing times vary by payment method:
Credit / debit card: 5–10 business days to appear on your statement, depending on your card issuer.
Bank transfer (wire): 3–7 business days internationally. We will need your bank details to initiate the transfer.
Stripe / other payment processors: Typically 5–10 business days. Stripe fees are non-recoverable and are deducted from the refund amount.
Have a question about your specific refund status? Email hello@emmy.dev — we'll always give you a straight answer.
Contact us
If something isn't covered here, or you'd just like to talk it through, we're reachable by email and phone. We're a small team and we read every message.
Email: hello@emmy.dev
Phone: 07016020193
Location: Lagos, Nigeria
We respond to all emails within one business day (Monday–Friday, Lagos time).
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