Refund Policy

Cancel before we start and your deposit is refunded in full, no questions asked and no deduction. “Starting” means the point at which we begin the discovery, research, planning or setup described in your proposal, or purchase anything on your behalf — whichever happens first. We will always confirm that start date with you in writing, so it is never ambiguous.

A deposit reserves your slot in our schedule and funds the planning, research and setup that happen before you see any visible output. Reserving that slot means turning other work away, so once we have started, deposits are non-refundable.

This is not a penalty — it reflects time that has genuinely been spent and capacity that cannot be resold at short notice.

Projects are billed against the milestones set out in your proposal. If you cancel part-way through:

• You are charged for all work completed up to the cancellation date, whether or not it has been delivered yet.
• You are charged for third-party costs already committed on your behalf (see below).
• Anything you have paid beyond those two amounts is refunded to you.
• Work already delivered or approved is not refundable.

We keep detailed records of time and progress, and we will share a written breakdown with any final invoice so you can see precisely what you are paying for.

Once a milestone, deliverable or project has been delivered and approved — or treated as accepted under the review period in your proposal — it is complete and is not eligible for a refund.

Custom design and development is built specifically for you and cannot be resold or “returned”, which is why this is firm. If something we delivered is genuinely defective, that is a different matter and we will fix it — see Our commitment to you below.

Some costs leave our hands the moment they are incurred and cannot be recovered by us, so they are never refundable. These include:

• Domain registrations, transfers and renewals
• Hosting, CDN, email and SSL subscriptions
• Ad spend on platforms such as Meta, Google, TikTok and LinkedIn
• Paid plugins, themes, fonts, stock assets, icons and software licences bought for your project
• Third-party APIs, integrations, payment-gateway fees and subscription tools
• Bank charges, currency-conversion costs and payment-processor fees on any transaction

Wherever practical we ask you to buy these in your own name and pay the provider directly. That way you own the accounts outright, you can see exactly what is charged, and nothing sits with us. Every expected third-party cost is listed in your proposal before you approve it.

A meaningful share of what we buy to deliver your project — hosting, domains, APIs, licences, design assets and ad platforms — is priced in US dollars by international providers. Two things therefore move outside anyone’s control: the PKR/USD exchange rate, and those providers’ own prices and taxes.

To keep pricing honest rather than padded, we handle this openly:

• Quotes are valid for 14 days. Accept within that window and the price is fixed for the agreed scope, whatever the rate does afterwards.
• After 14 days we will re-quote. Re-quoting is free, and we will always explain what changed and why.
• Where a project runs long, any third-party cost is passed on at what we actually paid, evidenced on request — we do not mark these up.
• New or increased government taxes, duties or platform fees introduced after your quote are passed on at cost, and we will tell you before they are applied, never after.

Refunds are calculated and issued in the currency of your original invoice. Because exchange rates move between payment and refund, the amount received in another currency may differ from the amount originally sent; we refund the invoiced figure, and any difference caused by rate movement or bank fees is outside our control.

Ongoing services are billed monthly in advance and are non-refundable once the billing period has begun, because the team’s time for that month is already allocated to you.

You can cancel future months at any time with the notice period stated in your proposal — normally 30 days — and we will keep working through the notice period. Approved ad spend goes directly to the ad platforms and is never refundable by us. SEO in particular is a compounding, long-term investment; results build over months, and neither we nor anyone else can refund on the basis of ranking outcomes.

Timelines assume content, feedback and approvals arrive when agreed. If a project is held up on your side, our costs continue and the schedule shifts.

• If a project is inactive for more than 30 days without agreement, we may invoice for all work completed to that point.
• After 60 days of inactivity, the project may be closed and any remaining deposit treated as non-refundable, since the slot has by then been held and lost.
• Restarting a closed project may require re-quoting if costs or availability have moved. We will discuss this with you first.

We will always send reminders and give you fair warning long before either point.

If you have a concern, please raise it with us directly first — we would far rather fix the problem than dispute a payment. Raising a chargeback or payment dispute without contacting us first may result in work being paused and any licences, hosting or accounts we hold on your behalf being suspended until the matter is resolved. In almost every case a short conversation settles it faster than a bank ever will.

The terms above are firm because professional time and third-party money genuinely cannot be un-spent. What we owe you in return is equally firm:

• A written scope, a fixed price and a timeline before you pay anything.
• Every third-party cost disclosed upfront, passed on at cost, with no hidden margin.
• Defects in work we delivered fixed free of charge for 30 days after launch.
• A clear written breakdown behind every invoice, including any final one.
• A full refund of anything paid but not yet earned or spent on your behalf.
• An honest conversation the moment something looks like it is going wrong — not after.

We will refund you where:

• You cancel before work has begun — refunded in full.
• You have paid more than the value of work completed and costs incurred — the difference is returned.
• You were charged in error, or charged twice for the same thing.
• We are unable to deliver what was agreed, and cannot put it right within a reasonable time.

Refunds are not available on the basis of a change of mind about completed work, results that depend on factors outside our control (such as search rankings or ad performance), or scope you later decide you no longer want after it has been built.

Email twstack.team@gmail.com with your project name, invoice reference and the reason for the request. We acknowledge every request within 2 business days and give you a decision, in writing and with our reasoning, within 7 business days.

Approved refunds are returned to the original payment method within 14 business days. Depending on your bank or payment provider, it may take a few days more to appear on your statement.

This policy is deliberately specific so that neither side has to guess. We apply it consistently, and we apply the same standard to ourselves: if we have your money and have not yet earned it, it is yours.

If something has gone wrong, talk to us before anything else. In our experience almost every dispute comes from a mismatch in expectations, and almost all of those are fixable in a single conversation.

Questions about this policy, or about a specific invoice? Email twstack.team@gmail.com or message us on WhatsApp at +92 3289985569. We are available 9:00 AM – 10:00 PM (PKT, UTC+5), seven days a week.