Refund & Cancellation Policy

1. Cancellation before work starts

If you cancel a project in writing before we have started any work (such as planning, design or setup), you are eligible for a refund of the advance paid, minus any payment gateway or bank charges and any third-party costs already incurred on your behalf (such as domains, hosting, themes or plugins).

2. Cancellation after work has started

• Website projects: if the project is cancelled after work has started but before the home page design is approved, up to 50% of the advance may be refunded, depending on the work completed.
• After the design has been approved, or once development has started, the advance payment is non-refundable.
• Payments made for completed milestones or a website that has been delivered or made live are non-refundable.

3. Digital marketing, SEO and ad management

• Monthly service fees are non-refundable once the month has started. You may cancel future months by giving written notice before the next billing date.
• Advertising budgets paid to Google, Meta or other platforms are spent directly on those platforms and cannot be refunded by Alone Media. Any unused ad budget held by us on your behalf will be refunded after deducting applicable charges.

4. Non-refundable items

Domains, hosting, premium themes, plugins, licences, stock images and other third-party purchases made for your project are non-refundable once purchased.

5. Delays from our side

If Alone Media is unable to deliver the agreed scope due to reasons within our control, you may request a fair refund for the portion of work not delivered.

6. How to request a refund

Email your refund or cancellation request to enquiry@alonemedia.co with your name, invoice number and the reason for the request. We will review it and reply within 7 working days.

7. Refund timeline and method

Approved refunds are processed within 7–10 working days to the original payment method. For card and international payments, it may take additional time for the amount to reflect, depending on your bank. Refunds for international payments are made in the original currency where possible; currency conversion differences and bank or gateway charges are not refundable.

8. Chargebacks

If you have a concern about a payment, please contact us first so we can resolve it quickly. Raising a chargeback without contacting us may delay the resolution.

9. Contact