Refunds

Ivory and Slate Refund, Cancellation & Service Terms

Last updated: 17/03/2026

This policy forms part of your agreement with Ivory and Slate (“we”, “us”, or “our”) when purchasing any of our services.

1. Nature of Services

All services provided by Ivory and Slate are:

  • Digital
  • Custom-built
  • Non-tangible

By purchasing our services, you acknowledge that work is tailored specifically to your business and cannot be resold or reused.

2. Payments & Deposits

  • All projects require payment upfront or a deposit before work begins
  • Deposits are non-refundable
  • Ongoing services (e.g. retainers) are billed in advance on a recurring basis

Failure to make payment may result in delays or suspension of services.

3. Refund Policy

Non-Refundable

We do not offer refunds for:

  • Completed work
  • Time already spent on your project
  • Strategy, consulting, or planning sessions
  • Active retainer periods once started

Partial Refunds

May be issued only if:

  • Work has not yet started
  • A cancellation is requested early and fairly

Any refund will be pro-rated based on work completed.

4. Retainers & Ongoing Services

  • Retainer agreements require a minimum notice period of 30 days to cancel
  • Cancellation must be submitted in writing
  • Work will continue and be billed during the notice period

No refunds will be issued for partially used billing periods.

5. Scope of Work (Scope Creep Protection)

All work is delivered based on a pre-agreed scope.

  • Any requests outside this scope will be treated as additional work
  • Additional work will be quoted and billed separately
  • We reserve the right to pause work until scope changes are agreed

6. Revisions Policy

  • Reasonable revisions are included within the agreed scope
  • Excessive revisions or changes in direction may incur additional charges

We do not offer unlimited revisions unless explicitly agreed in writing.

7. Client Responsibilities

To ensure timely delivery, you agree to:

  • Provide required information, assets, and feedback promptly
  • Respond within a reasonable timeframe

Delays caused by the client may result in:

  • Project delays
  • Additional charges
  • Project suspension if unresponsive for an extended period

8. Performance Disclaimer

We do not guarantee specific results (e.g. sales, leads, rankings), as outcomes depend on multiple external factors including:

  • Market conditions
  • Competition
  • Platform algorithms

We guarantee professional execution, not specific outcomes.

9. Payment Disputes & Chargebacks

If a chargeback or dispute is raised without prior contact:

  • Services will be immediately suspended
  • Evidence of work completed will be provided to the payment provider
  • Legal recovery action may be taken if necessary

We strongly encourage resolving any issues directly with us first.

10. Termination

We reserve the right to terminate services if:

  • Terms are breached
  • Payments are missed
  • Communication breaks down

Any outstanding fees for work completed will remain payable.

11. Limitation of Liability

To the fullest extent permitted by law, Ivory and Slate shall not be liable for:

  • Indirect or consequential losses
  • Loss of revenue, profit, or data
  • Business interruption

Our total liability is limited to the amount paid for the services in question.

12. Changes to This Policy

We may update these terms at any time. Continued use of our services constitutes acceptance of any updates.

13. Contact Information

For any questions regarding this policy: