Refund Policy

The 50% deposit is invoiced after the scope call, once the scope and the price are agreed in writing. Nothing is charged on our website, and no money changes hands before that invoice.

Once paid, the deposit reserves your build slot and start date and funds the first stage of work. It is not a booking fee held aside untouched. From the moment your slot is reserved we are turning down other work for that window.

You may cancel in writing at any time. When you do, we calculate the value of the work completed up to the date we receive your notice, at the rates in your agreed scope. Then:

• If the work completed is worth less than the deposit, we refund the difference.
• If the work completed is worth more than the deposit, the deposit is retained in full and we invoice the balance of that completed work.
• If you cancel before the deposit invoice is paid, there is nothing to refund and nothing further to pay. Cancel it and we close the file.
• If you cancel after paying it but before any work has started, the deposit is refunded in full, less any payment processing fees that we cannot recover.

We will send you a written breakdown of what was completed and how the figure was reached, along with the work itself in whatever state it has reached.

Approved refunds are issued within 14 days to the original payment method, through the same Stripe invoice the payment came in on.

Invoices are issued in US dollars, pounds sterling or Australian dollars depending on where you are based, and a refund is returned in the same currency the invoice was issued in.

If your bank converted the payment on the way out, the amount you get back may not match the amount that left your account, because the rate moves between the two dates. That difference is your bank’s, not ours, and we cannot recover it for you.

If we cancel a project for any reason other than your breach of the Terms of Service, we refund everything you have paid for work not yet completed, and you keep the work produced up to that point.

If we cannot proceed because content, feedback or approvals have not arrived for 60 consecutive days despite two written reminders, we may treat the project as cancelled by you, and clause 2 applies.

The final balance is not refundable once the site has been delivered and ownership has transferred, because at that point you have the work. Defects in what we built are covered by the post-launch support period in your package rather than by a refund.

Maintenance and hosting are billed monthly and can be cancelled at any time. Cancelling stops the next payment. We do not refund part of a month already started.

Email billing@dreamec.com with your name, the email the invoice was sent to, the invoice number, and the reason. We respond within 5 working days.

If you are unhappy with the outcome, tell us before contacting your bank. Almost everything is faster to fix directly.