Refunds and cancellation
We build custom work to order, so this is not a returns policy. It is a plain statement of what you get back, and when.
1. Scope
This policy applies to every service sold by Logfile Studio LLC: websites and custom development, AI concierge and booking systems, audits, brand and print work, and monthly management or subscription services. It sits alongside the terms of service. Where a signed contract says something different, that contract wins.
2. Projects paid with a deposit
Projects are normally 50% on acceptance and 50% on delivery. Then:
| You cancel | What happens |
|---|---|
| Within 7 days of paying, before work starts | Full refund of the deposit |
| After work has started, before the first deliverable | We refund the deposit minus the hours already worked, itemised |
| After the first deliverable is submitted | The deposit is not refundable. You owe nothing further and you keep everything delivered and paid for |
| After delivery | No refund. Defects are covered by the 30 day warranty in the terms |
"Work has started" means a discovery session held, research produced, or design or code begun. We date and record that moment, and we will show you the record with any partial refund.
3. If we cancel
If we end a project for a reason that is ours, including capacity, a conflict of interest or our own failure to deliver, you get a full refund of everything paid for work not delivered, and you keep what has already been delivered. If we cannot deliver at all, the refund is complete.
4. Monthly and subscription services
- Cancel with 30 days written notice. The current month is served in full and is not refunded, because it is bought in advance and the work is done across the month.
- Annual plans paid upfront: on cancellation we refund the unused whole months, minus any discount you received for paying annually.
- Setup fees are not refundable once the setup is done.
- Third party costs already spent on your behalf, such as advertising budget, domains, licences or hosting, are never refundable. They were paid to someone else.
5. Audits, reports and fixed price digital products
These are delivered as a single file or report. Cancel before delivery for a full refund. Once the audit or report is delivered, there is no refund, because the deliverable is the whole service. If what you receive does not match what the quote described, tell us within 14 days and we will correct it or refund it.
6. Chargebacks
If something is wrong, write to us first. We answer within one business day. Opening a chargeback without contacting us costs both sides time and fees, and we will contest it with the quote, the delivery record and this policy. We would rather fix the problem.
7. How to ask for a refund
Send an email to legal@logfile.studio with the quote or invoice number and one line on what you want. Then:
- We acknowledge within 1 business day.
- We give you a decision, with the calculation, within 5 business days.
- Approved refunds are paid within 10 business days, to the original payment method where possible, otherwise by bank transfer to the account that paid.
- Bank or card processing fees on the original payment are not refundable.
8. Disagreements
If you do not accept our decision, say so in writing and we will look again with someone who was not on the project. After that, the dispute clause in the terms of service applies.