Refund policy

Last updated: August 2026

What you are buying

A plan reserves agreed specialist capacity, team-lead supervision, quality review and backup cover, billed monthly in advance. Starter reserves a part-time specialist, Growth a full-time specialist, Scale a two-specialist pod, and Enterprise a custom team. Refunds therefore work like a service retainer, not like a software licence.

A Project Sprint buys one fixed-scope deliverable. An overage purchase reserves a prepaid 10-hour block for an active plan client, valid for 30 days from approval.

When we refund

• We fail to start. If we cannot staff your engagement as agreed — the team is not in place and working within the onboarding timeline confirmed at scoping — you may cancel and we refund the unused period in full.
• We fail to deliver. If a plan materially does not deliver what it promises and we cannot put it right within a reasonable period after you tell us, we refund the affected month.
• Billing errors. Duplicate charges, charges after a valid cancellation, or charges at the wrong amount are refunded in full, promptly, no questions asked.

When we do not refund

• Partial months. Cancelling mid-cycle takes effect per the notice terms; the current paid period runs to its end and is not refunded pro-rata.
• Change of mind after work has begun.The team’s time has been reserved and spent. This applies to an active monthly plan, a Project Sprint after delivery has started, and an approved overage block. Monthly plans retain their 30-day notice period.
• Unused overage hours. Prepaid overage blocks reserve capacity for 30 days and do not roll over or receive a pro-rata refund after that window.
• Third-party costs. Software subscriptions and similar pass-through costs are paid by you directly and are outside this policy.

How refunds are processed

Online purchases are processed by our payment provider acting as merchant of record (such as Paddle). Approved refunds are issued by the payment provider to the original payment method, typically within 5–10 business days of approval. Invoiced Enterprise engagements are refunded by bank transfer.

How to request one

Email hello@ecommercia.co with your company name and the invoice or order reference. We reply within two working days, and we would rather hear about a delivery problem while we can still fix it than in a refund request after the fact.

Statutory rights

Nothing in this policy limits rights you have under applicable law, or under the payment provider’s own buyer terms where they are more generous.