Last updated: February 2026
This policy explains how cancellations and refunds are handled for services provided by Innovate.
Cancellation by the Client
The Client may cancel a project at any time by providing written notice via email to daniel@innovateagency.co.nz. Upon cancellation, the following applies:
- Before work has commenced: If the project has not yet started and no work has been completed, the deposit will be refunded in full, minus any administrative costs incurred.
- After work has commenced: The Client will be invoiced for all work completed up to the date of cancellation, calculated at our standard hourly rate or as a proportion of the agreed project fee. If the deposit covers the work completed, no additional payment is required. If the work completed exceeds the deposit, the balance will be invoiced and due within 7 days.
- Completed milestones: Work that has been completed and approved by the Client at any milestone is non-refundable.
Cancellation by Innovate
We reserve the right to cancel a project if the Client fails to provide required materials, feedback, or payment within a reasonable timeframe, or if the working relationship becomes untenable. In such cases, the Client will only be charged for work completed.
Refund Eligibility
- Refunds are assessed on a case-by-case basis and apply only to work that has not yet been started or delivered.
- Completed and approved work is non-refundable.
- Third-party costs (such as domain registrations, hosting fees, stock imagery, or plugin licenses) purchased on the Client’s behalf are non-refundable.
How Refunds Are Processed
Approved refunds will be processed within 14 business days of the cancellation being confirmed. Refunds will be returned using the original payment method where possible.
Disputes
If you are dissatisfied with any aspect of our work, we encourage you to contact us directly so we can resolve the issue. We are committed to delivering quality work and will make reasonable efforts to address any concerns before a cancellation is necessary.
Contact
To request a cancellation or discuss a refund, please contact us:
Email: daniel@innovateagency.co.nz Phone: 020 4141 7448 Address: 48b Trentham Road, RD 4, Hamilton 3284, New Zealand