Refund & Cancellation Policy

This policy explains how cancellations and refunds work for services provided by Window Nine Ltd.. It forms part of our Terms of Service; if a signed statement of work says something different, the statement of work wins.

The principle is simple: you pay for work performed and costs committed, and nothing beyond that. Here is how it applies to each kind of engagement.

1. Discovery and audit fees

• Discovery work — automation audits, account audits, store audits, role scoping — is payable in advance.
• These fees are refundable in full until work begins, and non-refundable once it has: the deliverable is the analysis itself, and it exists once we have done it.
• If you proceed to a full engagement within 60 days, we credit the audit fee against your first invoice where the proposal says so.

2. Monthly retainers

• Cancel any retainer with 30 days’ written notice to hello@windownine.com. Service continues, and is billed, through the notice period.
• Retainers are billed monthly in advance, and we do not refund partial months. If you cancel mid-month, service runs to the end of the period you have paid for.
• Work in progress at the effective cancellation date — builds mid-flight, creative in production, migrations underway — is completed or handed over, and billed at the agreed rate.

3. Fixed-scope projects

• Projects are billed against milestones defined in the statement of work. Each milestone payment covers the work in that phase.
• Deposits are refundable until work begins and non-refundable after.
• If you cancel mid-project, you pay for milestones completed plus work in progress on the current one; anything prepaid beyond that is refunded within 14 days.
• Completed and paid-for work is yours — files, code and credentials are handed over per the Terms of Service.

4. Third-party costs

• Ad spend is paid by you directly to Meta, Google, TikTok, Amazon and other platforms. It never touches our accounts and we cannot refund it — refund requests for media spend go to the platform under its own policies.
• Apps, plugins, themes, software licences and subscriptions bought for your engagement are non-refundable once purchased, except to the extent the vendor refunds them.
• Where we have committed third-party costs on your behalf before cancellation, those costs are billed at cost, with receipts.

5. How to request a refund

• Email hello@windownine.comwith the subject “Refund request”, your company name, the invoice number and what happened.
• We acknowledge within 2 business days and respond substantively within 10.
• Approved refunds are returned to the original payment method within 14 days.

6. Talk to us first

If something is not right, tell us before disputing a charge. Most problems are fixed with one conversation — a re-do, a credit, or a refund where one is owed. We commit to resolving refund disputes in good faith under the dispute-resolution process in our Terms of Service, and we ask the same of you: a chargeback filed before we have had a chance to respond makes everything slower for both of us.

Nothing in this policy limits rights you have under laws that cannot be excluded by agreement.