Refund policy

At PrimeScaleAgency, we provide digital services and deliverables such as website development, eCommerce solutions, branding, and marketing strategies. Since our work involves intangible products, traditional returns (like physical goods) do not apply.

However, we value fairness, transparency, and your satisfaction. Below is our refund policy:

1. Service Eligibility for Refunds

  • Refund requests must be made within 7 days of project delivery.

  • A refund may be granted if:

    • The service was not delivered as agreed in the project scope.

    • The final deliverable is materially defective or incomplete.

    • Technical errors on our part prevent you from using the service as intended.

  • Refunds will not be granted for:

    • Change of mind after work has been initiated or delivered.

    • Client’s failure to provide necessary information, content, or feedback.

    • Delays caused by the client (missed deadlines, lack of communication, etc.).

    • Services already approved, finalized, or in active use.

2. Revisions Before Refunds

Our priority is to make it right first. If you are not satisfied with the service, we will:

  • Offer reasonable revisions to align with your expectations (as per the agreed package).

  • If, after revisions, the issue remains unresolved, a partial or full refund may be considered based on the situation.

3. No Returns on Digital Deliverables

Since our services are digital and cannot be “returned,” once a project is delivered and approved, it becomes non-refundable and non-returnable.

4. Custom & Specialized Services

Custom work such as logo design, branding, and tailored marketing strategies are non-refundable, unless there is a failure on our part to deliver the service as agreed.

5. How to Request a Refund

To request a refund, please email us at support@primescaleagency.uk with the following details:

  • Your full name

  • Project name / service purchased

  • Date of delivery

  • Reason for refund request

Our team will review your request and respond within 5 business days.

6. Refund Processing

  • If approved, refunds will be issued to your original payment method within 10 business days.

  • Please note: processing times may vary depending on your payment provider.