Refund & Cancellation Policy

1. The short version

We work on quoted, project-based engagements. The deposit reserves your slot in our schedule and covers discovery, so it is non-refundable once work has started — but anything you have paid for that we have not yet started is refundable, and if we cancel on you, you get everything back that you have not received work for.

The full detail is below. If you think something has gone wrong with a payment, email hello@monkeyworks.ink before anything else — we would much rather fix it directly.

2. Deposits

A deposit is invoiced when you accept a proposal and is payable before we begin. It reserves your place in our production schedule and covers the discovery and planning stage.

• Cancel within 5 business days of paying, and before work has started — the deposit is refunded in full.
• Cancel after work has started — the deposit is non-refundable, because the discovery slot and the time reserved for you cannot be resold at short notice. If the work completed is worth less than the deposit, we will refund the difference; we do not keep money for work we did not do.
• We cancel or cannot deliver — the deposit is refunded in full, less the value of any work already delivered and accepted.

3. What is refundable at each stage

If you cancel a project mid-flight, we reconcile what you have paid against the work actually completed and either refund the balance or invoice the difference.

• Before kickoff (proposal accepted, no work started) — full refund of everything paid.
• During discovery and planning — deposit retained; anything paid beyond it is refunded. You receive the discovery output produced so far.
• During design or development — you pay for completed and in-progress milestones; the balance of any prepayment is refunded. You receive the work completed to that point, in a usable format, once the final invoice is settled.
• After final delivery — fees are non-refundable, because the deliverable has been handed over. Defects are covered instead by the 30-day correction warranty in our Terms of Service, at no charge.

4. What is never refundable

Money we have already paid out to someone else on your behalf cannot be returned:

• Advertising spend already placed with ad networks
• Domains, hosting, SSL and app store fees once purchased or renewed
• Licensed fonts, stock photography, plugins and third-party software once the licence is issued
• Third-party services commissioned at your written request

These are passed through at cost and invoiced separately from our fees. Where a third party does refund us, we pass that refund on to you in full.

5. Retainers and ongoing services

Monthly retainers for marketing, ad campaign management and support are billed in advance and may be cancelled with 30 days' written notice.

The current month is not refunded once it has begun — the capacity is already reserved — but you keep the service for the rest of that period, and you are not billed again. No cancellation fee applies.

6. How to request a refund

Email hello@monkeyworks.ink with the subject line Refund request and include:

• Your name and company
• The invoice number or the date you paid
• The amount you are asking to be refunded
• A short explanation of why

If you would rather write to us, post the same details to Monkeyworks LLC, 30 N Gould St, STE R, Sheridan, WY 82801, USA. Email is faster.

7. What happens next

• Within 2 business days — we acknowledge your request in writing.
• Within 7 business days — we review the work completed against what you paid and tell you our decision and the amount, with the reasoning.
• Within 10 business days of approval — the refund is issued to the original payment method. Your bank or card issuer may take a further 5–10 business days to post it.
• If we decline — we explain why in writing and set out what we will do instead, such as completing outstanding work or correcting a defect.

Refunds are always returned to the original payment method. We cannot refund to a different card, account or person.

8. Disputes and chargebacks

Please contact us before filing a chargeback. A chargeback freezes the engagement and takes far longer to resolve than an email. Almost everything is fixable directly, and we would rather fix it.

If you are unhappy with the work, tell us in writing what is wrong. We will correct any defect covered by the warranty in our Terms of Service at no charge. If we still cannot agree, both parties will attempt in good faith to resolve it by discussion for 30 days before starting proceedings, as set out in our Terms of Service.

Billing disputes, chargeback notices and card enquiries go to hello@monkeyworks.ink. We respond to card issuer and payment processor enquiries within 5 business days.

9. How charges appear on your statement

Card and bank payments to us appear on your statement as Monkeyworks LLC. If you see a charge you do not recognise, email us with the date and amount and we will identify it for you the same week — that is faster than a dispute and does not put your project on hold.