How cancellations, refunds, and project stops are handled.

Before work starts

If a project has not started and no strategy, design, or development work has been carried out, any refund decision is reviewed based on what has already been scheduled or reserved.

After work starts

Kickoff or advance payments become non-refundable once work has started. This includes time spent on planning, strategy, design direction, scoping, development setup, or any meaningful production effort.

Milestone payments

Payments linked to completed milestones or delivered work are not refundable. If work has been done, reviewed, or delivered, the related payment is considered earned.

Client-side delays or stoppage

• If a project pauses due to delayed approvals, missing content, or non-response, the timeline also pauses.
• If the pause becomes prolonged, Tessa Labs may need to reschedule the remaining work based on availability.
• Restarting after a long pause may require a revised timeline or additional charges if substantial context needs to be rebuilt.

Retainers

Monthly retainers are billed in advance for the active month. Once the month begins and planned work is allocated, that month is generally non-refundable. Retainers are not designed to function like stored credit.

Third-party charges

Hosting, domains, app-store fees, paid tools, stock assets, fonts, plugins, ad spend, or external subscriptions are billed separately and are subject to the policies of their own providers. Tessa Labs does not control those refund terms.

Questions before payment

If anything about pricing, scope, cancellations, or refund handling feels unclear, ask before paying. That is precisely when the clarification is cheapest for everyone.