Payments, cancellations & refunds

This policy explains how payments, cancellations and refunds are handled for services, packages, consultations and digital resources provided by Nebula Agency Limited. It should be read together with our Terms & Conditions and Privacy Policy.

Nebula Agency Limited provides B2B marketing consultancy, website support, content, design direction and sales asset services.

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This may include fixed packages, individual projects, consultations, monthly support, digital resources and custom work.

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Because this work involves time, planning, research, creative input, project preparation and reserved capacity, payments are not treated in the same way as standard physical product purchases.

Prices shown on this website are starting prices unless clearly stated otherwise.

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Final pricing depends on the agreed scope, business size, source material, project complexity, deadlines, number of assets, research required, design detail and level of support needed.

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Nebula may provide a written proposal, quote, invoice or email confirmation before work begins.

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A project is only confirmed when the scope, fee and payment terms have been agreed in writing.

Payment terms will be confirmed in writing before work begins.

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Depending on the project, Nebula may ask for:

• full payment upfront

• a deposit before work begins

• staged payments

• monthly payment for ongoing support

• payment before final files, assets or launch support are delivered

Work may be paused if payment is late or if agreed payment terms are not met.

Late payment may also delay delivery timelines.

Deposits and advance payments are used to reserve project time, secure capacity, start preparation and protect the agreed project slot.

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Once a project slot has been reserved, Nebula may decline or delay other paid work to make space for the client project.

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For this reason, deposits and advance payments are generally non-refundable once project time has been reserved or work has started.

When a client books a package, project or consultation, Nebula may reserve time and capacity for that work.

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This may include blocking project time, preparing for calls, reviewing information, setting up files, planning the work, researching the business or declining other paid opportunities.

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If the client later cancels, Nebula may retain payment for work completed, time reserved, preparation carried out, costs already committed and reasonable business loss linked to the cancellation.

Once work has started, payments are generally non-refundable.

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This is because consultancy, marketing, content and design work often begins before a visible final asset is delivered.

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Work may include research, thinking, planning, review, copy, design direction, project set-up, communication, meetings and preparation.

If a client cancels before work has started, Nebula may consider a partial refund at its discretion, minus:

• payment processing fees

• administration time

• preparation time

• time already reserved

• any work already completed

• any third-party costs already committed

• any reasonable loss caused by the cancellation

If a client cancels after work has started, Nebula may retain payment for the work completed, time reserved, costs incurred and reasonable business loss linked to the cancellation.

All website content, templates, downloads, copy, frameworks, designs and materials created by Nebula remain the intellectual property of Nebula Agency Limited unless otherwise agreed in writing. Where client work is commissioned, usage rights will be confirmed in the relevant proposal, invoice or written agreement. You must not copy, reproduce or use website content, downloads or materials for commercial reuse without permission.

Paid consultations, reviews and audits may require preparation before the session or before the final output is delivered.

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If a client cancels or reschedules with reasonable notice, Nebula may offer a new date where possible.

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If a client misses a booked consultation, fails to attend, cancels at short notice or does not provide required information in time, the fee may be retained.

Monthly support is booked for an agreed period, scope or level of capacity.

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Payment terms, notice periods and cancellation terms will be confirmed in writing before monthly support begins.

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Unless otherwise agreed, monthly support fees are payable in advance.

Unused time, unused content or unused support from one month does not automatically roll over unless agreed in writing.

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If a client cancels monthly support, Nebula may retain payment for the current agreed period, time reserved, work completed and any committed costs.

This website may link to third-party websites, tools or platforms. Nebula is not responsible for the content, policies, performance or availability of third-party services. Clients may also use third-party platforms such as Wix, Canva, LinkedIn, Google tools, CRM systems, email platforms or analytics tools. Their own terms and policies will apply.

Clients are responsible for providing required information, files, feedback, approvals and access on time.

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If a client delays feedback, approvals, content, access or key decisions, the project timeline may be extended.

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Nebula is not responsible for delays caused by missing information, late feedback, delayed approvals or lack of client response.

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If a project is paused for a long period because of client delay, Nebula may need to reschedule the work around other commitments.

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Additional fees may apply if a paused project requires extra time, re-planning or rework.

Any work outside the agreed scope may be quoted separately.

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This may include extra pages, extra posts, extra rounds of edits, additional meetings, new assets, urgent changes, new design direction, added research or changes after approval.

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Nebula will aim to confirm additional costs before carrying out extra work.

Reasonable revision rounds may be included where stated in the proposal, package or written agreement.

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Revision rounds are intended to refine the agreed work, not to create a new scope, new direction or unrelated asset.

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Major changes, new instructions, late changes or changes after approval may be quoted separately.

Digital downloads, worksheets, templates, guides and similar resources are non-refundable once accessed, downloaded, delivered or sent, unless the file is faulty or not as described.

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Digital resources are provided for general business and marketing guidance only.

They do not replace professional legal, financial, tax or specialist business advice.

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You may use Nebula digital resources for your own business or internal team use.

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You may not resell, redistribute, copy, publish, share publicly or present Nebula resources as your own product without written permission.

If a client believes there is a problem with a service, package or digital resource, they should contact Nebula as soon as possible.

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Nebula will review the issue and may offer one or more of the following where appropriate:

• clarification

• correction

• replacement file

• reasonable amendment

• credit toward future work

• partial refund

• other suitable resolution

Refunds are not automatic and will be considered based on the agreed scope, work completed, time reserved, costs incurred, cancellation timing and the nature of the issue.

Nebula aims to improve clarity, credibility, messaging, content and marketing assets.

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However, Nebula does not guarantee specific sales, leads, revenue, search rankings, social media results, campaign performance or commercial outcomes.

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Results can depend on many factors outside Nebula’s control, including market demand, client offer, sales process, pricing, product quality, competition, buyer behaviour, advertising spend and follow-up activity.

Some projects may involve third-party costs.

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This may include tools, stock assets, fonts, software, hosting, domains, plugins, paid templates, printing, photographers, videographers, editors, developers, advertising spend or other suppliers.

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Third-party costs are usually paid by the client directly or charged separately.

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If Nebula pays a third-party cost on behalf of a client, this must be agreed in advance.

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Third-party costs are generally non-refundable once committed or paid.

If a client has a concern about a payment, service or deliverable, they should contact Nebula first so the issue can be reviewed.

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If a chargeback or payment dispute is raised after work has started or been delivered, Nebula may provide evidence of the agreed scope, communication, work completed, time reserved and files delivered.

Nebula mainly works with business clients.

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Where services are provided to businesses, the agreed proposal, invoice, written scope and these terms will apply unless otherwise agreed in writing.

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If a consumer purchases a service or digital resource, any rights that cannot legally be excluded will still apply.

Nebula may update this Payments, Cancellations & Refunds Policy from time to time.

The latest version will be published on this page.

For questions about payments, cancellations or refunds, contact us via the contact form.