Refund Policy

01 Summary

Free, always: joining the waitlist, the introduction call, and any proposal or estimate we write for you.
Nothing is charged until you have signed a statement of work ("SOW") that states the price in writing.
Full refund of your deposit if you cancel within 5 business days of signing and before work has started.
Prorated refund after that, based on the milestones delivered at the point you cancel. The table in section 5 sets out exactly how much.
Full refund if we cancel the engagement for our own reasons, or fail to deliver what the SOW promised and cannot put it right.
Talk to us first. Email billing@magedigitalagency.com and we reply within 24 hours on business days. Section 11 explains why this is faster than a bank dispute.

02 What this policy covers

This policy applies to fees paid to Mage Digital LLC, trading as MAGE, for the professional design and development services described on this website. It forms part of our Terms of Service and applies to every engagement unless your signed SOW says something different, in which case the SOW governs.

All amounts are in USD. We are a services business: we sell work performed by people over time, not a downloadable product or a subscription with an automatic trial. That is why refunds are tied to delivery rather than to a fixed number of days.

03 What costs nothing in the first place

The waitlist. Free, with no obligation and no card required.
The introduction call. Around 30 minutes, free, and if we are not the right studio for the job we say so on that call.
The proposal. We write your SOW, scope and fixed price at no charge. You may take it away, think about it, or use it to get other quotes.

There is no charge of any kind before you sign an SOW, and no automatic renewal on project work. If you ever see a charge you did not expect, it is a mistake and we will reverse it.

04 Cooling-off period

You have 5 business days from signing the SOW to change your mind. If work has not yet started, email billing@magedigitalagency.com within that window and we refund 100% of your deposit, with no questions, no fee and no explanation required.

"Work has started" means we have begun a deliverable listed in the SOW, not that we have answered your emails or held a kick-off call. Where we have already committed third-party costs at your written request, such as a licensed font or purchased stock imagery, those specific non-recoverable amounts are deducted and we show you the receipts.

05 If you cancel a project after work has started

You may cancel at any time, in writing, for any reason. We stop work on the day we receive your notice, invoice or refund the difference according to the stage reached, and hand over everything you have paid for.

Refunds are calculated against the 50% deposit you have already paid, using the stage the project had reached when your notice arrived:

Refund of the deposit by project stage
Stage reached when you cancel	Deposit refunded	Further invoices
Signed, work not started, within 5 business days	100%	None
Signed, work not started, after the cooling-off period	90%	None
Discovery and planning complete, nothing designed yet	70%	None
First design milestone delivered to you	40%	None
Build underway, second milestone delivered	None	None; the balance invoice is cancelled
All deliverables complete and handed over	None	Balance remains payable

Anything you have paid for is yours to keep: we hand over the source files for every completed milestone, and the intellectual property in them transfers to you as described in section 9 of our Terms of Service.

For clarity, a percentage in this table is a percentage of the deposit paid, not of the total project fee.

06 If we cancel, or if we get it wrong

You receive a full refund of every amount paid for undelivered work, without deduction, if:

we withdraw from the engagement for our own reasons, including capacity, illness or a conflict of interest we should have spotted earlier;
we miss an agreed milestone by more than 21 days for reasons that are our fault and not caused by delayed feedback, missing content or force majeure;
a deliverable does not do what the SOW says it does, you tell us within 30 days, and we cannot correct it within a reasonable time; or
we accepted work we should have declined under our client eligibility rules, in which case the error is ours and the refund is complete.

In the first three situations we will also, at your choice and at no charge, hand over the work in progress with a written status note so another studio can pick it up cleanly.

07 Monthly retainers

Retainers are billed monthly in advance and buy an agreed block of capacity for that month.

Notice: either party may end a retainer with 30 days' written notice, effective at the end of a paid month. There is no cancellation fee and no minimum term beyond the first month.
Part months: the current month is not refundable once it has begun, because the capacity has been reserved and cannot be resold. We will use the remainder of the month on whatever you find most useful.
Unused capacity: does not roll over, and is not refundable. We will tell you before the end of a month if capacity is going unused, so you can direct it.
If we cause the shortfall: if we deliver materially less than the agreed monthly scope for reasons that are our fault, we credit the shortfall to the next month or refund it, at your choice.

We never auto-renew a retainer into a longer commitment, and we never increase a retainer price without at least 30 days' written notice.

08 What is not refundable

Work delivered and accepted, whether or not you later decide to use it.
Third-party costs already committed at your written request, such as font licences, stock media, domains, hosting and software subscriptions. These belong to you and we pass on the licence or receipt.
Delay on your side. If a project stalls because feedback, content or approvals do not arrive, the fees for work already performed stand.
Change of mind about a creative direction you approved in writing. This is what the 3 included revision rounds are for; a fresh direction after approval is a new change request, quoted before it starts.
Results. We do not refund because a launch did not produce the traffic, rankings, revenue or funding you hoped for. As stated in section 12 of our Terms of Service, we never promise commercial outcomes, so we cannot refund against them.
Termination for cause on our side, where we end the engagement because of non-payment, unlawful instructions, a breach of our eligibility rules, or abuse of our people.

09 How to request a refund

Email billing@magedigitalagency.com from the address on the engagement. Put "Refund request" in the subject line.
Tell us the invoice number or SOW reference, what you would like refunded, and briefly why. You do not need to justify a cooling-off cancellation.
We acknowledge within 24 hours on business days and confirm the stage the project had reached.
We give you a written decision within 5 business days, including the calculation, the amount and the date you will receive it. If we need longer we say so and explain why.
We pay within 10 business days of that decision.

Refunds go back by the same method you paid, to the same account. ACH and wire refunds normally clear in three to five business days; card refunds depend on your issuer and typically appear within five to ten business days. We do not charge a processing or administration fee on a refund, and we do not offer store credit in place of money unless you specifically ask for it.

10 If you disagree with our decision

Reply and say so. A second person will review the file and respond within five business days with either a revised decision or a clear explanation of the reasoning and the clause it rests on.

If we still disagree, either of us can escalate to legal@magedigitalagency.com. Both parties then negotiate in good faith for 30 days, as described in section 20 of the Terms of Service, before starting formal proceedings in New Mexico. Small billing disagreements are almost always settled at this stage, and we would rather absorb a marginal amount than spend three months arguing about it.

11 Please talk to us before contacting your bank

If a charge looks wrong, a direct request to us is faster and usually gets you more. We can refund an amount the same week; a bank dispute takes 45 to 90 days, locks the amount while it runs, and gives neither of us any room to negotiate.

So we commit to the following, and we mean it:

every billing enquiry is acknowledged within 24 hours on business days;
every invoice states plainly what it is for, which milestone it covers and when it is due;
our billing descriptor is recognisable as Mage Digital LLC, so a charge from us is never a mystery on your statement;
we will never charge a card without a signed SOW that states the amount; and
if we made a mistake, we correct it in full and we do not make you prove it twice.

Where a dispute is raised before you have contacted us, we will respond to it with the signed SOW, the delivery record and the correspondence, and we will still try to settle it with you directly. Filing a dispute for work that was delivered and accepted is a breach of our Terms of Service, and we reserve the right to recover the disputed amount and the reasonable costs of responding. We have never had to do this and we would prefer to keep it that way.

12 Changes to this policy

We may update this policy for future engagements. The effective date at the top of this page tells you which version is current; this one is effective September 1, 2026.

The policy in force on the day you signed your SOW is the policy that applies to that engagement, for its whole duration. We do not apply changes retroactively, and we will give at least 30 days' written notice of a material change affecting an ongoing retainer.

13 Contact

Refunds and invoices: billing@magedigitalagency.com
Escalation: legal@magedigitalagency.com
Anything else: hello@magedigitalagency.com
Post: Mage Digital LLC, 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, United States

Balance invoices are due within 7 days of delivery. If cash flow is the problem rather than the work, tell us early and we will almost always agree a schedule. That conversation is free and it stays between us.