Refund & Cancellation Policy

1. Scope of this policy

This policy applies to all services provided by PeppyOwl, the sole proprietorship firm of Kanchan. It forms part of our terms of service. Where a signed agreement contains different refund terms, that agreement takes precedence.

Our services are custom professional work delivered to your specification. Unlike a physical product, work already performed cannot be returned or resold, which is why refunds are tied to the stage a project has reached rather than offered unconditionally.

2. Before work begins

Discovery calls, scoping and quotations are provided free of charge and carry no obligation. If you decide not to proceed after receiving a quotation, nothing is owed and nothing has been charged.

If you have paid a kickoff invoice and cancel before any design or development work has started, you may request a full refund of that payment within seven days of the payment date. We will process it within ten business days.

3. After work begins

Once a project is underway, cancellation is settled against the work completed to date:

• During discovery and planning — you are charged for hours worked, and the balance of the kickoff payment is refunded.
• During the design stage — the kickoff payment is retained in full. Approved design files produced to that point are released to you.
• During development — the kickoff payment is retained and we invoice for work completed beyond it, calculated against the milestones in your scope document. Completed work is released once that invoice is settled.
• After delivery for review — the full project fee is payable and no refund is available.

We keep timesheets and staging records for every project. If you cancel, we will show you the basis of any amount retained rather than asking you to take it on trust.

4. Third-party costs

Amounts we have paid on your behalf to third parties — domain registration, hosting, licences, paid plugins, stock photography or fonts — are not refundable, because those payments have left our hands and are governed by the third party’s own terms. Where the asset is transferable, we will transfer it to you.

5. Care plans and retainers

Care plans are billed monthly in advance and may be cancelled by either party with thirty days’ written notice. On cancellation, the current month is served out and no further invoices are raised. Part-months are not refunded, and unused included hours do not carry over or convert to a refund.

If we fail to deliver the services described in your plan for a full month, tell us and we will either credit that month or refund it.

6. If we cancel

If we terminate an engagement for any reason other than your breach of the terms — capacity, illness, or a conclusion on our part that we are not the right fit — you will be refunded all amounts paid for work not yet completed, and we will hand over everything produced to that point at no additional charge.

7. Where a refund does not apply

• Work that has been completed and delivered in accordance with the approved scope
• Dissatisfaction with subjective design choices that were approved at the design stage
• Commercial outcomes — traffic, rankings, conversions or sales — which we do not and cannot guarantee
• Delays caused by content, approvals or access not being provided by you
• Faults in third-party platforms, hosting or services outside our control
• Changes made to the deliverables by you or another party after handover

Defects in our own work are not a refund matter in the first instance — they are covered by the thirty-day warranty in our terms of service, under which we correct them at no charge.

8. How to request a refund

Use the contact form, or email itspeppyowl [at] gmail.com, with your project reference, the invoice number, and the reason for the request. We acknowledge within two business days and give a decision within seven business days.

Approved refunds are issued to the original payment method within ten business days of approval. Depending on your bank or card issuer, it may take a further five to seven working days to appear. Any bank charges or foreign exchange differences on international transfers are deducted from the refunded amount.

9. Disputes

If you disagree with a decision, write to us and we will review it personally. Most disagreements come from a scope misunderstanding and are resolved by looking at the scope document together. If a dispute cannot be resolved between us, it is governed by the law and jurisdiction stated in our terms of service.

10. Contact