How to cancel or request a refund
Use the online withdrawal form or contact support. You do not need to create an account to submit a notice. Include your order reference and a contact address so we can identify the contract and respond. A reason is optional when exercising a statutory right to withdraw.
The form records when your notice is received and provides a downloadable receipt. A withdrawal notice is not conditional on our approval. Identity checks needed to disclose account information or send money are separate from recording your notice. We review the notice and arrange any necessary pause of unfinished work with the fulfilment team.
EU and UK cancellation rights
Consumers in the EU and UK generally have 14 days after a distance service contract is concluded to withdraw without giving a reason. The applicable national rules and any lawful exceptions determine your rights. We do not classify all online services as non-refundable digital content.
Starting during that period requires your express request. If you withdraw after a valid request to start early, and the required information was provided, a reasonable amount proportionate to the service already supplied may be payable. The right can end after full performance only when the required prior request or consent and acknowledgement were obtained. Starting work alone does not end it.
If required information or an early-start request was missing, different rights may apply, including extended cancellation rights or no charge for work supplied during the cancellation period. Service-quality and breach-of-contract rights remain separate.
Before, during and after delivery
We offer a full refund when you cancel before any service has actually been supplied. A specialist accepting an assignment does not by itself make the order non-refundable.
Where a charge for supplied work is lawful, we explain the delivered work, evidence and calculation. Refunds use the actual amount paid, agreed reasonable allocation between services and previous refunds. We do not add an arbitrary cancellation fee or count work carried out after an effective cancellation notice.
Unprovided consultation and other extras are considered separately. Where we cannot complete the service, we refund the unprovided portion; if a supplied part has no contractual value to you, a full refund or other remedy may be appropriate. A missed priority-delivery commitment is assessed separately from the base service.
Incorrect, incomplete or faulty services
Report missing or incorrect deliverables, unreasonable delay or service that does not meet the agreement. Depending on the facts and applicable law, remedies may include completion or repeat performance without additional charge, a price reduction, a refund or other legal remedies.
You may still complain after confirming completion or after an order has been cancelled or refunded. An account restriction is reviewed on its cause and the available evidence, rather than automatically being treated as your responsibility.
Consultation appointments may be rescheduled by agreement. Any appointment-specific cancellation or no-show charge must be clearly agreed beforehand, reasonable and consistent with your statutory rights; no undisclosed automatic penalty applies.
Refund method and timing
We process refunds without undue delay and within applicable legal deadlines. For a valid EU or UK statutory withdrawal, this is generally no later than 14 days after receiving the notice. Review time does not extend that deadline. We distinguish receiving your request, approving the amount, submitting the refund and confirmation from the payment provider.
Refunds normally use the original payment method unless you expressly agree otherwise. Card payments are not forcibly refunded in cryptocurrency. Stripe stablecoin refunds return through its supported flow to the original wallet. Other cryptocurrency routes must disclose their refund-value basis, asset, network and any legally permitted fees before purchase.
For a separate cryptocurrency transfer, we verify the refund destination and network; an exchange’s sending address may not be a safe refund address. Network or bank processing can affect arrival. Blockchain irreversibility does not remove an obligation to make a lawful refund. Contact us if a refund has not arrived or its amount is incorrect.
Other regions and complaints
US online purchases do not automatically receive the FTC’s three-day cooling-off period, but applicable state law, our stated promises and other consumer remedies still apply. This policy does not restrict lawful complaints, court proceedings or payment-provider dispute rights.
Support is available around the clock. Complex complaints may require investigation; availability does not mean every case can be resolved immediately. We explain our decision and offer a further review if you disagree.