This policy applies to all services provided by SECONDNATURE LIMITED (Company No. 81201330, Hong Kong). Our services are custom work delivered digitally. No physical goods are shipped.
Project work
- You may cancel a project at any time by written notice to gleb@secondnature.agency.
- If you cancel before any work has started, the deposit is refunded in full.
- Once work has started, the deposit is non-refundable, as it covers discovery, planning and time reserved for your project.
- If you cancel mid-project, you pay for the work completed up to the cancellation date. Any amount you have paid beyond that is refunded.
- After a milestone or the final delivery has been approved by you, payments for that work are non-refundable.
Monthly plans and retainers
- Monthly plans are billed in advance and renew automatically each month.
- You may cancel at any time by written notice. Cancellation takes effect at the end of the current billing period and you will not be charged again.
- Payments for a billing period that has already started are non-refundable.
If we cannot deliver
If we are unable to deliver the agreed work for reasons on our side, we refund all payments made for the undelivered part of the work.
Billing errors
If you were charged twice or charged an incorrect amount, contact us and we will correct it and refund the difference.
How refunds are paid
Approved refunds are issued to the original payment method within 10 business days. Card refunds may take additional time to appear on your statement, depending on your bank.
Contact
Before raising a dispute with your bank, please contact us so we can resolve the issue directly.
SECONDNATURE LIMITED
Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong
Email: gleb@secondnature.agency
Phone: +972 54-474-6587