This Policy sets out how deposits, refunds, cancellations, and project scope work for engagements with SharpAgent OÜ. It applies together with our Terms of Service and the statement of work ("SOW") signed for your project.
1. Deposits
- Every project starts with a 50% non-refundable depositthat reserves your production slot and covers discovery, strategy, and initial design work.
- Remaining balances are invoiced per the milestones in your SOW.
- All fees are in EUR and exclude VAT.
1a. Website Audit report (digital product)
- The on-screen audit preview is free. The full written report is a digital product charged at the price shown at checkout (currently €5.99, excluding VAT) and delivered by email once payment is confirmed.
- By purchasing you expressly request immediate delivery and acknowledge that your 14-day right of withdrawal is lost once the report has been sent (Art. 16(m) of the EU Consumer Rights Directive).
- If the report is never delivered, is delivered empty, or the scan failed for technical reasons on our side, we refund the full amount — just email us.
- Payments are processed by Stripe; refunds are returned to the original payment method, normally within 5–10 business days.
- The audit is an automated scan, not a manual review. We do not refund based on disagreement with the score or findings.
2. Refunds
- Because our work is custom and time-based, fees paid for work already delivered are non-refundable.
- If we cancel a project for reasons on our side (other than your material breach), we will refund fees paid for work not yet started.
- If you cancel before we start production, the deposit is retained; any amount paid above the deposit for work not yet started is refunded.
- Approved refunds are issued within 14 days to the original payment method.
3. Scope, revisions, and change orders
- Each plan lists the deliverables and revision rounds included.
- Additional pages, features, redesigns after approval, or new integrations are handled as a written change order and quoted before work starts.
- Rush timelines outside the agreed schedule may carry a rush fee of up to 30%.
4. Client delays and project pauses
- Projects run on scheduled sprints. If we do not receive requested content, feedback, or approvals within 14 days, the project is paused and the slot is released.
- Resuming a paused project is subject to availability and may incur a €300 restart fee to re-book the team.
- Projects paused for more than 60 days may be closed and re-quoted.
5. Media Package
The Media Package (photo and video) requires a scheduled shoot day. Cancellations more than 7 days before the shoot are refunded minus the deposit; cancellations within 7 days are billed at 100% to cover crew and equipment reserved.
6. Ongoing plans and retainers
- Monthly plans renew automatically and can be cancelled with 30 days' notice before the next renewal.
- Fees already paid for the current period are non-refundable.
- Unused hours or credits do not roll over unless the SOW says so.
7. Third-party costs
Domains, hosting upgrades, premium plugins, stock assets, ad spend, or similar third-party costs are billed at cost or through your own accounts, and are non-refundable once purchased.
8. Results disclaimer
We work hard to improve your online presence, but we cannot guarantee specific business outcomes such as rankings, traffic, or revenue. Refunds are not issued based on business performance.
9. Consumer rights
Nothing in this Policy limits statutory rights that apply to you as a consumer under Estonian or EU law.
10. Contact
Billing or cancellation questions: hello@sharpagent.io.