Refunds

We sell services, not products, so a refund here means money back for work that was not done or was not what we agreed. This page says exactly when that happens.

We do not take deposits

Dos Nombres LLC does not ask for a deposit before starting work. There is no up-front payment to argue about and nothing to refund before the work begins. Project work is invoiced at agreed milestones as it is delivered, and retainers are invoiced monthly.

Cancelling a project engagement

You can cancel a project at any time by writing to us. What happens to money:

• Work already delivered and invoiced is payable and is not refunded. You keep it, subject to the payment terms on our terms page.
• A milestone paid but not yet delivered is refunded in full, less the value of any work already performed against it. We will show you what that work was.
• Work not started is not invoiced at all, and anything paid against it comes back in full.

If we are the ones ending the engagement, you do not pay for anything we have not finished, and anything paid for unfinished work is refunded in full.

Cancelling a monthly retainer

Retainers run month to month. Either side can cancel with 14 days' notice in writing.

The month in progress is worked and billed as normal and is not pro-rated, because the content for it has usually been planned and produced already. Nothing is invoiced after that. If you have paid in advance for a month we then do not work, that month is refunded in full.

Work that misses the agreed scope

If a deliverable does not do what the written scope said it would, tell us within 14 days of receiving it and describe what is wrong. Our first answer is to fix it — we will re-do the work at no extra cost.

If we cannot get it to match the agreed scope after a fair attempt, we refund what you paid for that deliverable. We would rather do that than have you paying for something that does not work.

This does not cover a change of mind about something we built as agreed, work that stalled because we could not get access or answers, or a commercial outcome that did not land — we do not guarantee results, and that is set out in the terms.

How a refund reaches you

Refunds are issued through Stripe and return to the original payment method. We cannot send them anywhere else. We issue the refund within 10 business days of agreeing it; how quickly it appears after that is up to your bank or card issuer, and is usually another 5 to 10 days.

Please write before you dispute

If something has gone wrong with an invoice, email us before opening a dispute with your card issuer. We are two people and we read our own mail — most problems are a misunderstanding we can fix in a day, and a chargeback takes months and settles nothing faster. We have never refused to talk about an invoice.

Getting in touch

Write to info@dosnombre.com with the invoice number and what you would like to happen.