Refund & Cancellation Policy

Last Updated: October 18, 2026

This policy applies to all engagements with DigitalScale Business Development Enterprise. Where your signed service agreement sets out different terms, that agreement takes precedence.

1. The Principle

We charge for work, not for time you have booked. Where we have not yet done the work, you should not be paying for it. Where we have done it, we should be paid for it. Everything below follows from that.

We would always rather fix a problem than process a refund. If something is not right, tell us first; most concerns are resolved by revision at no additional cost.

2. Deposits

  • Projects generally begin on receipt of a deposit, which reserves your place in our schedule and covers initial work.
  • A deposit is fully refundable within 7 days of payment, provided we have not yet started work.
  • Once work has started, the deposit is applied against work completed and is refundable only to the extent it exceeds that work.

3. Cancelling a Project

You may cancel a project at any time by writing to us. What is refundable depends on where the project has reached:

Stage at cancellation What is refunded
Before work begins Everything paid, in full
Discovery and planning complete All fees paid, less work completed to date and any third-party costs already committed
Design or build underway All fees paid, less work completed to date and any third-party costs already committed
Work delivered for review No refund; the balance remains payable
Project complete No refund

"Work completed to date" is assessed against the deliverables in your quote or agreement, and we will show you how the figure was reached. Third-party costs already committed (domains, hosting, licences, advertising spend) are never refundable, because they have already left our hands.

4. Recurring Services

Retainers, maintenance, hosting and managed marketing are billed in advance on the cadence in your agreement: monthly, quarterly, biannually or annually.

  • You may cancel a recurring service at any time by giving us 14 days' written notice before the next billing date.
  • Cancellation takes effect at the end of the period you have already paid for. Service continues to that date.
  • We do not refund part-used periods, since the work for that period is generally already underway or done.
  • Where you cancel after a billing date but before any work in that period has been carried out, we will refund that period in full.
  • You may pause rather than cancel. A paused service is not billed while paused.

5. If We Cancel

If we end an engagement for a reason that is not your breach of contract or non-payment (for example, we can no longer deliver to the standard promised) we refund all fees paid for work not yet delivered, in full, without deduction.

Where we end an engagement because of unpaid invoices or a breach of our Terms of Service, fees already paid are not refunded and work completed remains payable.

6. What Is Never Refundable

  • Third-party costs paid on your behalf: domain registration, hosting, software licences, paid plugins, stock assets, SMS and email credits.
  • Advertising spend that has already been placed with a platform.
  • Completed and delivered work, including where the commercial outcome was not what you hoped for.
  • Time spent on revisions beyond the number included in your quote, where those were agreed and carried out.

On outcomes specifically: search rankings, traffic, enquiry volume and sales depend on your market, your pricing, your own follow-up and the policies of platforms we do not control. We do not guarantee them, and their absence is not grounds for a refund. This is set out in section 9 of our Terms of Service.

7. How to Request a Refund

  1. Write to hello@digitalscale.com.ng with your invoice reference and what you would like resolved.
  2. We acknowledge within 2 business days.
  3. We respond with a decision, and our working, within 7 business days.
  4. Approved refunds are paid within 14 business days, to the account the original payment came from.

Bank transfer charges on a refund are borne by us, except where the refund arises from your cancellation, in which case they are deducted from the amount refunded.

8. Chargebacks

Please raise any billing concern with us before initiating a chargeback with your bank. A chargeback raised without contacting us first may result in suspension of active services while it is investigated, and we may recover our costs of responding to it.

9. Disputes

If you disagree with a refund decision, write to us and we will review it personally. Both parties agree to attempt to resolve any dispute through discussion before taking any other step. This policy is governed by the laws of the Federal Republic of Nigeria.

10. Contact Us

DigitalScale Business Development Enterprise
Email: hello@digitalscale.com.ng
Phone: +234 913 505 4972
Address: No 52, Sholanke St., Akoka, Lagos