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Return & Refund Policy
Kavana Digital provides professional services rather than physical goods, so this policy explains how deposits, milestone payments and refunds are handled for our engagements.
Deposits
Most projects begin with a deposit to reserve time in our schedule and cover initial discovery and design work. Because that work starts immediately, deposits are generally non-refundable once the project has begun.
Milestone payments
Larger projects are billed in stages tied to agreed milestones. You pay for work as it is completed and approved. If you choose to pause or end a project, you are billed for work delivered up to that point and no further.
When a refund applies
- If we are unable to start a project you have paid for and no work has begun, we will refund the amount in full.
- If we fail to deliver an agreed milestone and cannot put it right within a reasonable time, you may request a refund for that milestone.
What is not refundable
Work already completed and approved, third-party costs we have paid on your behalf (such as licences or stock assets), and time spent on requested changes outside the original scope are not refundable.
Retainers and subscriptions
Ongoing care plans and retainers can be cancelled with 30 days' written notice. We do not charge for the period after your notice ends, and any prepaid unused time is refunded on a pro-rata basis.
How to raise a request
To discuss a refund, email [email protected] with your project details. We aim to resolve every request fairly and within 14 business days.