If you have paid an advance against a written estimate and we have not started the work, ask for a refund and we will return the advance. Once design or development has started, the refund covers only the portion of the fee for work that has not begun.
Domain registration, hosting already purchased in your name, and advertising spend paid to an ad network are not refundable by us. Those providers have their own rules.
Write from the billing email and include the invoice number. We reply with the amount and the route of the refund.