This policy covers the three ways clients engage Waveform — fixed-scope projects, monthly retainers, and staff-augmentation embeds — described in full on our services page. It applies to all invoices issued by Waveform Studio LLC.
1. Fixed-scope projects
Fixed-scope work (a website, app, or campaign build) is billed in milestones, typically 30% at kickoff, 40% at midpoint delivery, and 30% at launch.
- Kickoff deposit (30%): Refundable in full if we haven't yet started discovery work. Once strategy or design work has begun, the deposit becomes non-refundable, as it covers time already spent.
- Milestone payments: Each milestone payment is due on delivery of that milestone's agreed deliverables. If a delivered milestone materially fails to meet the written scope, we'll revise it at no charge; if we can't resolve it after two revision rounds, that milestone's payment is refundable.
- Client-side cancellation: If you cancel a project in progress, you're billed for work completed to date on a time-and-materials basis, and any unearned portion of a milestone payment is refunded within 14 business days.
2. Monthly retainers
- Retainers are billed in advance for the coming month and are non-refundable once the month has started, since the team's capacity for that month has already been reserved.
- You may cancel a retainer any time with 30 days' written notice; you won't be billed for the following month once notice is received.
- Unused retainer hours don't carry over and aren't refundable, unless your contract specifies a rollover clause.
3. Staff augmentation / embeds
Embed engagements are billed weekly or bi-weekly in arrears, for hours actually worked — there's nothing to refund, since you're only ever billed after the time is delivered. Either party may end the engagement with 2 weeks' notice.
4. What isn't covered
- Third-party costs already spent on your behalf — ad spend, app store fees, licensing, hosting, or stock assets — are non-refundable once incurred.
- Delays caused by late client feedback, missing content, or scope changes don't themselves qualify a milestone for refund.
- Change requests outside the original written scope are quoted and billed separately, and follow the same terms as the phase they extend.
5. How to request a refund
Email billing@waveform.studio with your invoice number and the reason for the request. We review every request individually and respond within 5 business days. Approved refunds are returned to the original payment method within 14 business days.
6. Disputes
If we can't reach agreement directly, either party may request mediation before pursuing other remedies, as described in the master services agreement signed at project start.
7. Questions before you sign
If any of this is unclear, ask before the deposit is paid, not after — we'd rather walk through the payment structure on a call than leave it ambiguous in writing.