Last updated: 27 August 2026This document is written in plain English on purpose. If anything in it is unclear, ask us and we will explain it rather than pointing at a clause.
Our position, in one paragraph
If we have not done the work, you should not pay for it. If we have done the work and it is what was agreed, it is payable. Almost every refund question falls into one of those two, and where a case genuinely sits between them we will be reasonable, because a fight over an invoice costs both of us more than the invoice.
Digital products from the shop
eBooks, playbooks and templates are non-refundable once the download link has been used. This is standard for digital goods, for the obvious reason that they cannot be returned.
We will refund you in full, without argument, if any of these apply:
- The file is corrupted or will not open, and we cannot fix it
- You received the wrong product
- You were charged twice for the same item
- The content is materially different from what the product page described
Contact us within fourteen days and tell us what happened. That last case in particular is one we want to hear about, because it means a page on this site is wrong.
Website projects
Project deposits cover work that begins immediately: discovery, planning, structure and design. Once that work has started, the deposit is not refundable, because the work exists and you receive it.
If you cancel mid-project, you pay for the stages completed and you receive those deliverables. Anything paid in advance for stages not yet started is returned to you.
If we cancel a project, which is rare and usually means we have concluded we are not the right people for it, you are refunded for anything not yet delivered, and you keep everything that has been.
SEO and monthly retainers
Retainers are invoiced in advance for the month ahead and are not refundable once that month's work has begun. They are also not a subscription you forget about: you will hear from us every month whether or not you read the report.
Retainers require the minimum initial term agreed in your proposal, because SEO produces nothing meaningful in a single month. After that term, either side can end the arrangement with thirty days' written notice.
If you are unhappy with the work, tell us before you decide to leave. In most cases the problem is that the reporting has not made clear what was actually done, and that is fixable in a conversation.
Advertising budget
Money spent on Google or Meta advertising is spent with those platforms, not with us, and we cannot refund it. Our management fee is separate and is set out in your proposal.
If we make an error that wastes advertising budget, we will say so and we will credit our fee accordingly. We would rather tell you about our own mistake than have you find it in the account.
Third-party costs
Domains, hosting, premium themes, plugins and stock assets bought on your behalf are non-refundable, because they are non-refundable to us. These are always registered in your name, so if you leave, you keep them.
How to request a refund
Email support@digital-krypton.com with your name, what you bought, when, and what went wrong. That is the whole process.
We respond within two working days and resolve approved refunds within ten. Refunds go back by the method you paid with.
If you disagree with us
Tell us, in writing, and we will look at it again properly rather than restating the policy at you. Where a case is genuinely arguable, we would rather be generous and keep the relationship than win it and lose you.
Contact us
If you have a question about this policy, or want to exercise any of the rights described in it, contact us:
- Email: support@digital-krypton.com
- Phone or WhatsApp: +237 6 97 79 17 23
- Post: Digital Krypton, Yaoundé, Cameroon
We answer every enquiry, usually within one working day.
