Refund & Cancellation Policy

1. How this works

Our services are bespoke: shoots, edits, designs, websites, campaigns and retainers built for you. They are not goods you can return. This policy sets out what happens to money you have paid if an engagement stops early. It sits alongside the Terms of Service and your Scope of Work.

2. Before work starts

• If you cancel in writing before we start work, we refund the advance in full, less any non-refundable third-party cost we have already paid on your behalf (for example a booked studio, creator deposit or licence). We show you the receipts.
• We may keep up to 10% of the advance, or the time spent if less, if we had already reserved the team and dates for you.

3. After work starts

• You pay for work completed and accepted up to the cancellation date, valued at the rates in the Scope of Work. We refund any advance beyond that.
• Work in progress is handed over as it stands, once you have paid for it.
• Third-party costs already committed (creator fees, paid media already spent, licences, domains and hosting) are not refundable by us. We pass on any refund the third party gives us.

4. Monthly retainers

• Give 30 days written notice to stop a retainer. You pay for the notice period and we keep working through it.
• Fees for a month already invoiced and started are not refundable, but we will complete that month's agreed work.
• Paid media budgets that you deposited with us and that are unspent are refunded in full.

5. If we miss the Scope of Work

If we do not deliver what the Scope of Work promises and cannot fix it within 14 days of your written notice, you may end the engagement and we will refund the fee for the undelivered part.

Revisions that the Scope of Work includes are not a reason for refund. We redo work that does not match the brief at no charge.

6. What is not refundable

• Results that depend on a platform or the market, such as reach, sales, rankings or ad performance, when we have delivered as agreed.
• Work you approved and that was published or delivered.
• Payment gateway or bank charges, and GST that we have already paid to the government on your invoice. If GST is refundable we will issue a credit note and adjust it.

7. How to ask and when you get the money

Email hello@qann.co with your invoice number and what you want to cancel. We confirm within 2 working days and send a written settlement, with a GST credit note where one applies. Approved refunds are paid by bank transfer to the account that paid, within 14 days of the settlement being agreed.

If you are not happy with the outcome, write to legal@qann.co and we will review it again within 15 days.