Refund Policy

Nonogram sells productized service packages. This policy explains how refunds, cancellations, and scope changes are handled.

Last updated: 9 May 2026

Before work starts

If payment has been made but work has not started and no meaningful intake review, planning, design, production, or setup work has begun, contact us as soon as possible. We will review whether a refund is practical, less any payment processor fees or administrative costs that cannot be recovered.

After intake or production begins

Once intake review, planning, design, development, setup, or project work has started, payments are generally non-refundable because delivery time and production capacity have already been committed.

Payment fees and committed costs

Payment processor fees, rush fees, third-party subscriptions, domains, hosting, apps, themes, stock assets, licenses, and other committed or non-recoverable costs may be deducted from any approved refund or may be non-refundable once incurred.

Scope changes

If the project changes direction, exceeds package boundaries, or requires different work, we will treat that as a scope discussion. The next step may be an add-on, package upgrade, future phase, or custom review rather than a refund.

Missed inputs or delayed feedback

Projects can be delayed when required content, assets, access, or feedback are missing. Delays caused by missing client inputs do not automatically create a refund right, but we will work with you to reset the project path where possible.

WebCare cancellation

WebCare is billed as an ongoing support service where active. Cancellation or change terms depend on the confirmed billing setup and current support period. Cancelling WebCare does not undo completed project work or previously delivered support.

Payment disputes

If you believe a charge is wrong, contact us first so we can check the order, payment, project stage, and available options. We may pause production, launch, handoff, or support while a payment dispute, failed payment, or chargeback is unresolved.

How to request a review

Email hello@nonogram.co.nz with your order number, business name, and reason for the refund or cancellation request. We will review the project state and reply with the available options.