Refund & Cancellation Policy
Last updated: 26 August 2026
We charge only for agreed work, time reasonably committed and approved third-party costs. Where prepaid work has not been earned, we return the eligible balance.
1. How this policy applies
This policy applies to services supplied by Pinky Promise Ltd and should be read with our Terms of Service and your accepted proposal or statement of work. The project document may set a different payment schedule or cancellation period for a particular engagement; if it does, that agreed term takes priority.
2. Before work begins
We provide written details of the scope, fees and payment schedule before accepting payment. A deposit or advance payment reserves capacity and allows work to begin. It is not automatically non-refundable: eligibility depends on work performed, capacity reasonably committed and non-cancellable costs incurred before cancellation.
3. Cancelling a fixed project
You may cancel a fixed project by emailing us. We will stop work as soon as reasonably practical, calculate the value of work completed and identify approved non-cancellable third-party costs. If payments received exceed those amounts, we will refund the balance. If work and committed costs exceed payments received, the remaining amount is payable in accordance with the invoice terms.
4. Cancelling an ongoing service
Unless your proposal says otherwise, either party may cancel a monthly or ongoing service on 30 days’ written notice. Services and charges continue during the notice period. We do not normally refund a billing period once scheduled work for that period has begun, but we will refund any clearly identifiable prepaid amount for work falling after the engagement ends.
5. Completed and digital work
Completed consultancy, audits, strategies, approved content, campaign set-up, design work, development time and other delivered services are not refundable merely because priorities change or a hoped-for commercial result is not achieved. If delivered work materially fails to match the agreed scope, tell us promptly. We will first seek to correct or re-perform the affected work where that is reasonable; this does not limit a remedy required by law.
6. Third-party charges
Advertising spend, platform fees, domain or hosting charges, licences, stock assets and other third-party purchases are governed by the supplier’s terms. We cannot refund an amount that has already been paid to a supplier and is non-refundable, provided the cost was included in the agreement or approved by you.
7. Consumer cancellation rights
If you buy as a consumer at a distance, you may have a legal right to cancel within 14 days after the contract is made. To cancel, email a clear statement to info@pinkypromisedigital.com. If you expressly request that work begins during the cancellation period, we may deduct a proportionate amount for services supplied up to cancellation. If the service is fully performed during that period after the legally required request and acknowledgement, the cancellation right may be lost. These provisions do not affect rights concerning services that are not provided with reasonable care and skill.
8. Requesting a refund
Email info@pinkypromisedigital.com with your name, business name, invoice or project reference, reason for the request and the outcome you seek. We may ask for information reasonably needed to review the work and payment history. We aim to provide a written decision within 10 business days.
9. Approved refunds
Once approved, a refund will normally be issued within 10 business days using the original payment method where possible. Banks and payment providers may take additional time to credit the funds. We will confirm the amount and method in writing. A refund does not include currency-conversion differences or charges retained by an external provider unless the law requires otherwise.
10. Billing concerns and chargebacks
If you do not recognise a charge or believe an invoice is wrong, contact us promptly so we can investigate and provide the relevant proposal, approval, work record and receipt. You retain any right to raise a dispute with your card issuer or payment provider. Knowingly filing a false or misleading payment dispute may delay resolution and does not remove a valid payment obligation.
11. Contact
Cancellation, refund and billing requests must be sent to info@pinkypromisedigital.com. Please keep the email confirmation for your records.