Refund Policy

Last updated: 6 August 2026

We sell professional services, not physical goods, so there is nothing to return. What follows is how deposits, payments and cancellations work. It is written plainly on purpose.

How Payment Is Structured

Most projects run on a 50% deposit before work begins, 50% on completion. The deposit reserves your place in our schedule and pays for the first phase of work — discovery, research, planning and initial concepts. The balance falls due at handover.

Larger or longer projects may be split into more stages. Where that happens, the stages and amounts are agreed in writing before anything starts.

The Deposit

The deposit is non-refundable once work has started. Work is considered started at the first of: a discovery or planning session, research or competitor analysis, the first design concept, or the first line of code.

If you cancel before any of that has happened, we refund the deposit in full. We would rather return the money than hold a client to a project they no longer want.

Cancelling Part-Way Through

If you cancel after work has begun, you are charged for the work completed to that point and the deposit is applied against it. If the completed work is worth less than the deposit, we refund the difference. If it is worth more, we invoice the difference. We will show you what was done.

If We Cannot Deliver

If we are unable to complete your project, you get a full refund of anything paid for work not delivered, and you keep whatever has already been produced. That is our failure, not your cost.

Revisions and Disputes

Each project includes an agreed number of revision rounds, stated in your quotation. If delivered work does not match the agreed brief, tell us before final payment and we will correct it at no charge. Work that matches the brief but that you have changed your mind about is billable as new work.

Retainers and Monthly Services

Monthly services such as social media management are billed in advance for the month. You may stop at the end of any month with reasonable notice. We do not refund part-months once the month’s work has been scheduled and produced.

Third-Party Costs

Domain registrations, hosting, licensed fonts, stock imagery and paid advertising budgets are paid to third parties on your behalf and are not refundable by us once purchased, because we cannot recover them either. These are always itemised separately so you can see exactly what they are.

How to Pay

We accept MTN Mobile Money, Airtel Money and bank transfer. Prices are quoted in Ugandan Shillings unless agreed otherwise in writing. Invoices are issued for every payment.

Late Payment

If the final balance is unpaid 14 days after handover, we may suspend hosting or support and withhold transfer of files and credentials until it is settled.

How to Request a Refund

Email info@tunneldigitalagency.com with your project name and the reason. We will respond within seven working days, and approved refunds are returned by the same method you paid.

Contact Us

If anything here is unclear, ask us before you commit — we would rather explain it now than argue about it later.