Refund Policy

The short version

A month you have already paid for runs to the end of that month and is not refunded in part. A project deposit is refunded in full until work starts, and not after. If we cannot deliver what was agreed, you get your money back.

These terms sit alongside the Terms and Conditions. All amounts are in US dollars.

Monthly plans

Plans are invoiced in advance for the coming month.

• You can cancel at any time after the first month. Cancellation takes effect at the end of the month you have already paid for, and you keep your hours until then.
• There is no partial refund for the remainder of a month already paid.
• Unused hours are not refunded and do not carry into the next month. This is the same rule the pricing is built on and it is stated on the plan itself.

The reason is capacity rather than paperwork. Only four client slots exist at a time, and a booked month is a month not offered to anyone else.

One-off projects

Projects are invoiced 50 per cent on booking and the balance on delivery.

• The deposit is refunded in full if you cancel before work has started.
• Once work has started the deposit is not refundable, because it covers time already spent. If you cancel part way through, nothing further is owed and the balance is not charged.
• The balance is only ever payable on delivery.

If we cannot deliver

If illness, capacity, or anything else on our side means agreed work is not done, you receive a full refund of the amount covering that work. This applies whether you are on a monthly plan or a project, and it is not limited by anything above.

Payments made in error

A duplicate payment, or a payment for an amount that was never agreed, is refunded in full as soon as we notice it or you tell us.

How to ask for a refund

Write to hello@theoffloadstudio.com with the invoice number and what you are asking for. We reply within two business days. An approved refund is returned by the same method the payment arrived by, within ten business days of approval.

If you think something has gone wrong, please contact us before raising a dispute with your bank or payment provider. It is almost always faster to fix directly.