Refund and cancellation policy

1. Starting a project

A project starts with a payment of 20% of the project fee. The rest is paid in the milestones set out in the proposal, with the final payment due at launch.

2. Cancelling a project

• Before work starts: you can cancel by email and we refund 100% of what you paid.
• After work starts: you can cancel at any time by email. The starting payment and payments for milestones you have approved are not refunded, because they cover work already done. If you cancel partway through a milestone, you pay for the work done in that milestone so far.
• If we cannot deliver: if we cannot complete the work as agreed, or we end the project without cause, we refund the part of your payments that covers work we have not delivered.

3. Monthly services

You can cancel a monthly service at any time with 30 days' notice by email. We do not refund the current month.

4. Purchases made for you

If we buy something for your project with your approval, such as a software licence, its cost is not refundable once bought.

5. How to request a refund

Email hello@scaletale.co with your name, the project and the reason. We reply within 2 business days. Approved refunds are processed within 7 business days to the original payment method. Your bank or card provider may take a few more days to show the money in your account.

6. Payment disputes

If something is wrong, please contact us before raising a dispute with your bank or card provider, so we can try to fix it first.

7. Contact

Questions about refunds: hello@scaletale.co. Our full details are on the contact page.