Is there a refund policy?

Yes, at one point: the end of Discovery. If the plan we’ve made together doesn’t give you confidence, you get your money back. This page is about that guarantee; cancelling midway covers stopping later, and pausing covers taking a break.

Discovery is the first phase and the only one you’ve paid for at that point, so you can walk away without losing anything. It’s where you find out whether we’re the right partner, so that’s where the protection sits.

How the guarantee works

Every LaunchPad starts with Discovery. In it, we work through your users, your features and your launch plan with you. At the end, you see the agreed scope for your tier, and the plan for getting it live.

Then you decide. If you’re confident, we carry on into Design. If you aren’t, the money comes back to you.

You don’t need a reason. The plan might not be what you expected. Your priorities might have changed. You might simply have decided it isn’t the right time. A polite no after Discovery beats a reluctant yes for the rest of the build.

Even then, you keep the Discovery documents, so the thinking isn’t wasted. If you come back to the idea later, with us or anyone else, you start from a plan rather than a blank page.

Why the guarantee sits at Discovery

Discovery is the only payment you make before you’ve seen a plan. Every later payment comes after you’ve seen the scope, the price and how we work.

Each phase is invoiced in advance, so you only ever pay for the one in front of you. Our answer on paying upfront or in stages shows how that lines up across the four phases. What each tier costs in total is in how much a LaunchPad build costs.

After Discovery

Once you’ve chosen to continue past Discovery, payments for the phases you’ve started aren’t refundable. By then the scope is agreed, the team is booked and the work is under way.

That doesn’t mean you’re stuck. You own the code and IP, and your accounts can move to you. The cancellation answer linked above walks through exactly what you take with you.

What the guarantee doesn’t cover

The guarantee is about the plan, not about changing your mind on scope later. If you want something new once the build is under way, that goes through change control. With us, that means a one-in, one-out rule, or a separate quote you approve first.

It also doesn’t replace your own judgement. Use Discovery properly. Ask the awkward questions, push on the scope and make sure the plan is one you believe in. That’s what the guarantee is for.

What to look for from any supplier

Most build contracts give you very little if you want to stop. Before you sign with anyone, ask what you get back, and what you keep, at each stage.

A good answer names a clear decision point, a clear refund and clear ownership of the work. Our guide to fixed price and time and materials lists “a way out” as one of the signs of a fixed-price quote you can trust.