Refund policy

That is exactly what it says and there is no clause here that takes it back. "Started" means we have begun work you can see — a kick-off call held, a content request sent, or a first build put in front of you.

• ›Within 5 days of your deposit, if we have not started: full refund of the deposit, no questions and no deduction.
• ›After we have started, before delivery: the deposit covers work already done and is not refundable, and you owe nothing further. You get whatever has been built and the content you supplied.
• ›On delivery: the balance falls due. If what we delivered does not match the scope, we fix it — that is a defect, not a refund conversation.

The cancellation terms are shown on the booking page before you pay, never in the confirmation email afterwards. They are:

• ›More than 5 working days before the session: full refund.
• ›Inside 5 working days: move to any later date at no cost, or take a 50% refund.
• ›Send someone else in your place at any time, including on the day. Tell us the name so the materials are right.
• ›If we cancel or move a session: you choose a full refund or a later date, and refunds are paid within 3 business days.

A group discount is recalculated if the number of seats drops below the threshold. If three of you booked and one drops out, the remaining seats are re-priced at the standard rate.

• ›Cancel at any time, effective at the end of the billing period you have paid for. You keep access until then.
• ›We do not refund part of a month or part of a year that has already begun. Cancel before the renewal date instead.
• ›A trial does not need a card and does not turn into a paid subscription unless you choose to convert it.
• ›If we withdraw a product you are paying for, we refund the unused part of what you paid and give you at least 90 days’ notice and an export of your data.

• ›Work is billed against agreed stages, each with a deliverable and a price.
• ›A stage that has not started is refundable in full.
• ›A stage in progress is charged for work done to the point you stopped it, and you receive the work.
• ›A completed stage is not refundable. If it does not meet the scope, we fix it at our cost.

Scoping is free and produces a document you keep whether or not you go ahead with us.

1. 01Tell us, in writingEmail hello@silverconne.com with your order or invoice reference and what you are asking for. WhatsApp is fine for the conversation, but we need the request in writing so both of us have a record.
2. 02We respond within 2 business daysWith either a confirmation, or a plain explanation of which part is refundable and why the rest is not.
3. 03We pay within 5 business days of agreeing itTo the account or wallet the payment came from. We cannot refund to a different account, which is a fraud-prevention rule and not an inconvenience we chose.

• ›A refund to a mobile money wallet may attract a transfer charge from the provider. We absorb it where we are at fault, and we tell you the figure before we send it either way.
• ›If a payment is still pending with the gateway, the refund waits until it has settled or failed. Refunding a payment we have not received is not something we can do, and we will tell you where it is stuck.