Last updated: 4 November 2026.
If something isn't right
If you believe a paid service was not delivered as agreed, contact us promptly, preferably within 7 days of completion, by emailing hello@geeksofficial.com or opening a portal ticket. Please include the invoice number, a description of the issue and a reasonable opportunity for us to review it. The 7-day request is intended to help us investigate quickly; it does not remove any right you may have under applicable law.
We will acknowledge the request, review the agreed scope and relevant records, and explain the outcome. Depending on the circumstances, the outcome may be a further fix, replacement performance, credit, partial refund or full refund.
Diagnostic fees
A diagnostic fee covers time spent identifying or assessing an issue. It is normally non-refundable once the diagnosis or assessment has been delivered, even if you decide not to proceed with a repair. This does not apply where a remedy is required by law or the diagnostic service itself was not provided as agreed.
Repairs and support
If a repair did not resolve the agreed issue, we will assess whether to correct it or refund the repair charge for that issue. We do not refund work properly performed on separate or new problems that arise later, including failures caused by hardware condition, third-party software, malware, internet services or changes outside the agreed scope.
Web design and development
Web projects are usually delivered in stages. A delivered and approved stage is normally non-refundable. If a stage has not started, is cancelled before work begins, or cannot be delivered as agreed, we will assess the unused or undelivered portion and any appropriate refund. Work requested or approved after a stage begins may be chargeable even if the wider project later changes direction.
Hardware and third-party items
Hardware, domains, licences and other third-party items bought on your behalf are subject to the supplier's return and cancellation terms. They are normally non-refundable once ordered or activated, except where the supplier or law allows a return. We will reasonably assist with a supplier claim where that falls within the agreed service.
Maintenance plans, hosting and subscriptions
Cancellation, renewal, service period and any recurring-payment arrangements are set out in the applicable agreement or invoice. Renewals already processed are normally non-refundable unless the agreement, law or the circumstances require otherwise. If a prepaid recurring service ends early, any refund is assessed against the unused service period and work already performed.
How refunds are paid
Approved refunds are normally returned to the original payment method within 5 to 10 business days after approval, subject to the payment provider's processing time and any lawful verification. Where the original method cannot receive a refund, we will agree a lawful alternative. Refunds do not affect either side's rights under applicable law.
Nothing in this policy takes away any right you have under consumer protection law.
Get in Touch
To ask about a refund, email hello@geeksofficial.com or contact us.