In short
| Situation | What happens |
|---|---|
| You cancel before work starts | Your deposit is refunded in full. |
| You cancel after work starts | You pay for the work done to date. Your deposit is kept against it, and any balance is refunded. We hand over what has been done. |
| You pause | Once, for up to 60 days, at no cost. |
| Monthly plan | Cancel with 30 days’ notice. |
| SEO retainer | Three-month minimum, then 30 days’ notice. |
| Discovery call | Move or cancel free up to 24 hours before. |
| You buy as a consumer | 14 days to withdraw. |
Before work starts
If you cancel before kick-off work has begun, we refund your deposit in full. Work is considered started when we send you the confirmed Scope and begin work on it, or when the kick-off call has taken place, whichever is first.
After work starts
You may cancel at any time by writing to support@newdigitalfoundry.com. You then pay for the work completed up to the day we receive your notice, calculated on the package price in proportion to the work done and the milestones reached. Your deposit and any milestone payments already made count against that amount. If you have paid more than the work done, we refund the difference. If you have paid less, we invoice the balance. On payment, we hand over everything completed so far, under the ownership terms in the terms of sale.
Milestone payments
Milestone payments (40% at design sign-off, 30% before launch) are due when the milestone is reached. They are not refundable once the milestone is reached, because the work behind them is delivered.
Pausing a project
You can pause a project once for up to 60 days at no cost. After that, restarting depends on our availability and we may need to reschedule.
Day rates and the SEO audit
They are paid in full at order. If you cancel before we have started, we refund them in full. Once started, you pay for the days or work done, and we refund the rest.
Monthly plans
Care plans and SEO retainers renew monthly. To cancel, write to support@newdigitalfoundry.com. The plan ends 30 days after we receive your notice, and you pay until that date. SEO retainers cannot be ended before the end of the third month. We do not refund part-months already started, except where consumer law gives you a right to.
Discovery call
It is free. You can move or cancel it at no cost up to 24 hours before. After that, please tell us as soon as you can.
Consumers: your 14-day right of withdrawal
If you buy as a consumer (for non-professional purposes), you may withdraw from your order within 14 days of placing it, without giving a reason.
- How: send a clear statement to support@newdigitalfoundry.com, or use the form below.
- If you asked us to start early: at checkout you can ask us to start the service during the 14 days. If you then withdraw, you pay an amount in proportion to what has been provided until you told us you were withdrawing, compared with the full service.
- When the right ends: once the service has been fully performed, with your prior express request and your acknowledgement that you lose the right of withdrawal, you can no longer withdraw. This follows articles L221-25 and L221-28 of the Code de la consommation.
- Refunds: we refund what you owe back to you within 14 days of receiving your withdrawal, by the same means you paid with.
Model withdrawal form
To: New Digital Foundry SAS, 20 Rue du Haldenbourg, 67450 Mundolsheim, France, support@newdigitalfoundry.com
I hereby give notice that I withdraw from my contract for the following service: [service and order reference]
Ordered on: [date]
Name: [your name]
Address: [your address]
Date: [date]
Signature (only if on paper): [signature]
How refunds are paid
By the same method as the original payment, unless you agree otherwise. Please allow up to 14 days.
Questions
support@newdigitalfoundry.com or +33 3 88 10 46 73.