Refund Policy

1. The principle

You pay for work done and services delivered. Where we have not delivered, you should not be out of pocket. Where we have delivered and you have changed your mind, that is a different situation and this policy treats it differently.

2. Project work

Project deposits secure a place in our schedule and cover discovery and early design work. Once that work has started the deposit is not refundable, because the time has been spent.

If you end a project part way, you pay for the stages delivered and approved to that point. Anything paid beyond that is refunded.

If we fail to deliver an agreed stage and cannot put it right within a reasonable period, you may end the project and we refund what you paid for the undelivered work.

3. Managed hosting

Managed hosting is billed yearly in advance. If you cancel part way through a year, we refund the unused whole months remaining, less any migration or setup work already carried out.

Where a service failure on our side is sustained and unresolved, the remedy is set out in the Service Level Agreement.

4. Domain management

The management fee is refundable pro rata for unused whole months, on the same basis as hosting.

Domain registration and renewal charges themselves are not refundable once paid to the registry. That is a cost we pass through rather than one we hold, and registries do not reverse it.

5. Professional email

Billed yearly in advance and refundable pro rata for unused whole months, less any migration work already carried out. Mailboxes remain accessible until the end of the period being refunded so you have time to move your mail.

6. SEO

SEO is billed monthly and may be cancelled with notice as set out in your service agreement. The current month is not refundable once work in it has begun.

We do not refund on the basis of rankings not achieved. Rankings are not something anyone can guarantee, we do not promise them, and we would rather say that here than argue it later.

7. Third-party costs

Charges paid to third parties on your behalf (domain registries, payment processors, software licences, paid media), are not refundable by us once incurred, because we do not hold them.

8. How to request a refund

Write to contact@duara.dev setting out what you are asking for and why. We respond within ten working days, and if we disagree we explain our reasoning rather than simply declining.

9. If you are unhappy

Tell us before asking for money back. A significant share of refund requests turn out to be a fixable problem nobody raised at the time, and we would much rather fix it.