Refund Policy

We stand behind the quality of our work. This policy outlines when refunds apply, how to request them, and what to expect.

1. One-Time Projects (Spark & Forge)

Initial Deposit (50%)

The initial 50% deposit is non-refundable once a project kickoff call has been completed and work has begun. This covers our time for discovery, planning, and initial design work.

If you cancel before the kickoff call, a full refund of the deposit is available within 7 days of payment.

7-Day Satisfaction Window

If you are not satisfied with the initial design direction presented within the first round of deliverables, you may request a partial refund of up to 25% of the total project fee within 7 days of receiving that first delivery.

This window closes once you approve the initial direction in writing or we move into the development phase.

Completion Payment (50%)

The final payment is due on delivery of the agreed scope. Refunds are not available on the completion payment once the project has been delivered and accepted.

2. Retainer Subscriptions (Inferno)

Monthly Billing

Retainer subscriptions are billed monthly. You may cancel at any time. Cancellations take effect at the end of the current billing period — you retain access until that date.

Pro-Rated Refunds

If significant work has not begun in the current billing month at the time of cancellation, we may issue a pro-rated refund at our discretion. Please contact us to discuss.

3. Non-Refundable Items

• Third-party costs paid on your behalf (domains, hosting, stock images, fonts)
• Rush delivery fees
• Completed and approved deliverables
• SEO and growth retainer work already performed

4. How to Request a Refund

To request a refund:

• Email us at billing@theforge.ngwith the subject line “Refund Request — [Your Name]”
• Include your project name or invoice number
• Describe the reason for the request

We will respond within 2 business days. Approved refunds are processed via Stripe and typically appear within 5–10 business days.

5. Disputes

We always prefer to resolve issues through honest conversation before any formal dispute. If you have concerns about the quality or scope of work, please reach out directly — we'll do our best to make it right.

If we cannot reach a resolution, disputes are handled in accordance with our Terms of Service.

6. Contact

For any billing or refund questions: billing@theforge.ng