Payments & Refund Policy
These Payments & Refund Terms apply to all services provided by nicemail® / Emma Lemon (“we”, “us”, “our”).
By engaging our services, you agree to the following terms.
1. Deposits & Upfront Payments
A non-refundable deposit is required to secure your project slot.
Work will not commence until the deposit has been received in full.
All deposits and upfront payments are non-refundable, as they secure scheduling, preparation time, and resource allocation.
2. Payment Schedule
Invoices are payable in accordance with the payment schedule outlined in your proposal, agreement, or invoice.
- Unless otherwise agreed in writing:
- Deposits are due upfront
- Remaining balances are due before final delivery or the next project phase
- Retainers are payable monthly in advance
3. Late Payments
If payment is not received by the due date:
- Work may be paused immediately
- Project timelines will shift accordingly
- Statutory interest and compensation may be charged in line with the UK Late Payment of Commercial Debts (Interest) Act 1998
Continued non-payment may result in project termination and recovery action.
4. Scope Changes & Additional Work
Work outside the agreed scope will be billed at our current rate unless otherwise agreed in writing.
No additional work will be undertaken without approval.
5. Non-Refundable Services
Due to the customised and digital nature of our services, all payments are final and non-refundable.
Once work has commenced, including research, strategy, communication, or design development, the service is considered in progress and non-returnable.
Refunds will not be issued for:
- Change of mind
- Change in business circumstances
- Delays caused by lack of client input
- Dissatisfaction outside the agreed scope or revision terms
6. Cancellations
If you cancel a project after work has begun:
- No refund will be issued
- Any completed work up to the cancellation date remains payable
We may, at our discretion, offer to pause or reschedule work subject to availability.
7. Chargebacks & Payment Disputes
You agree to contact us directly to resolve any concerns before initiating a chargeback or payment dispute.
Unauthorised chargebacks may constitute a breach of contract.
We reserve the right to recover outstanding amounts and any associated fees or losses.
8. Ownership of Work
Ownership and rights to deliverables transfer only after full payment has been received.
Until payment is complete, all work remains the intellectual property of nicemail® / Emma Lemon.