Refunds & Cancellation

Our cancellation principle

Our standard payment schedule is 50% upfront and 50% on completion. If a project is cancelled, we reconcile the amount you have paid against the work performed and approved nonrecoverable costs.

Amounts paid for work not performed are refundable, less approved nonrecoverable costs. The upfront payment is a part-payment toward your project, not an automatically nonrefundable charge.

How to request cancellation

Email contact@smortikatlo.com with your business name, project or invoice reference, and a clear request to cancel. You do not need to use a special form. Include any service concern you would like us to review.

The request is treated as received when it reaches our inbox. We will confirm the status of the work, identify any authorised third-party commitments, and provide a breakdown of the account. We will not begin additional discretionary work after receiving your cancellation request.

Before work starts

If no work has been performed and no approved nonrecoverable costs have been incurred, the amount paid is refundable in full. If you authorised an expense that has already been incurred and cannot be recovered, we may deduct only that documented expense.

After work has started

We calculate the completed portion using the accepted proposal’s milestones, deliverables, or agreed rates. We deduct the value of work actually performed and approved nonrecoverable costs from payments received. Any positive balance is refunded.

We will explain the calculation and the work or expenses supporting it. We will not charge for unperformed work. A claimed amount beyond payments received must be supported by the accepted agreement and applicable law; it is not an automatic cancellation penalty.

Completed work is not ordinarily refundable simply because a client changes direction. If work is defective, not delivered, or materially outside the agreed scope, we will review the issue and provide any remedy required by the agreement or law, which may include correction, a price reduction, or a refund.

Third-party costs and advertising spend

Examples of potentially nonrecoverable costs include an approved licence purchased for your project or advertising spend already used by an advertising platform. Such costs must have been disclosed and authorised before they were incurred. Unapproved costs will not be deducted.

Costs must not be counted twice in both completed work and separate expenses. Money paid directly by you to a third-party provider is subject to that provider’s terms; we cannot refund a payment we did not receive. Recoverable unused funds held by us are included in the reconciliation.

If we cancel or cannot deliver

If we cancel a project or cannot provide an agreed part of the service, we will notify you and return amounts paid for work not performed. We will explain any completed work and previously approved nonrecoverable costs, subject to any greater refund or other remedy required by your agreement or law.

Refund handling and recurring work

Refunds are returned through the original payment method where available, or through an alternative agreed with you when the original method cannot be used. We will confirm the amount and expected processing time when the reconciliation is resolved. Your bank or payment provider may need additional time to show the credit; any statutory refund deadline takes precedence.

There is no subscription purchase on this website. If you later agree a retainer or recurring service, its billing period, renewal rules, and cancellation notice will be clearly disclosed and accepted before billing begins.

All services on this website are delivered digitally, so there is no physical return or shipping process.

Rights that remain protected

Our services are intended primarily for business clients. If you contract as a consumer and mandatory cancellation, cooling-off, refund, or other protections apply, those protections take precedence over this policy. Starting work or paying a deposit does not, by itself, waive a statutory right.

You may contact us at contact@smortikatlo.com about a billing error or dispute. This policy does not prevent you from using a payment provider’s dispute process or another remedy available under applicable law.