What happens if you want to stop.
We build custom systems, so the money follows the work rather than a shelf product. This page says plainly what is refundable, what isn't, and how to cancel. Effective September 2026.
01 — What you're buying
Custom work, delivered in phases.
Every engagement is bespoke: strategy, build, and the systems that run afterward. There is no off-the-shelf product to return. Work is scoped and billed in phases, and each phase is defined in a written agreement before it starts.
That agreement governs the engagement. Where it and this page differ, the signed agreement wins — this page describes our standard terms and what you can expect if nothing else was negotiated.
02 — Project work
Deposits, phases, and the window to change your mind.
Before work starts. You may cancel within 5 business days of signing, provided we have not begun work, for a full refund of anything paid.
Once work has started. Deposits and phase payments cover time and materials already committed and are non-refundable. If you cancel mid-phase, you are billed for the work completed to that point and we refund the unearned balance of that phase.
What you keep. On cancellation we hand over everything produced and paid for to date — code, content, credentials, and the data we hold for you. You own what you paid for. That is the whole point of how we work.
If we cancel. If we end an engagement for any reason other than your breach of the agreement, we refund all fees paid for work not yet delivered.
03 — Monthly retainers and subscriptions
Cancel with notice. No lock-in.
Ongoing engagements bill monthly in advance and renew automatically until you cancel. You can cancel at any time with 30 days’ written notice to hello@offlineagency.io. Service continues through the end of the notice period, and you are not billed after it.
Months already begun are not pro-rated or refunded — the team and the systems are reserved for that month. Nothing renews after your cancellation takes effect, and we will confirm the final billing date in writing.
Where an engagement includes third-party costs passed through to you — advertising spend, licences, phone numbers, hosting — those are billed as incurred and are not refundable once spent.
04 — Billing problems
Tell us before you tell your bank.
If an invoice or charge looks wrong, raise it within 30 days of the charge and we will investigate and correct any error, including issuing a refund where one is due.
Please contact us before filing a dispute with your card issuer. A chargeback freezes the account and the work while it runs, and we can almost always resolve the issue faster directly.
Approved refunds are returned to the original payment method. Card refunds are issued by our payment processor and typically appear within five to ten business days, depending on your bank.
05 — How to cancel or request a refund
One email. One reply.
Email hello@offlineagency.io with the account name, the invoice or engagement it concerns, and what you want to change. Or call (503) 438-8488 during Monday–Friday, 9:00am–5:00pm Pacific.
We confirm every cancellation and refund request in writing within one business day, with the effective date and the final amount stated.
We may update this policy; the version posted here is the one in effect for charges made after it was posted. Last updated September 2026.