At The Complete Studio, we believe the business relationship should be as straightforward as the work itself. This page covers how payments work, what happens if you need to cancel, and our approach to refunds.
If you have any questions about anything on this page before engaging us, email hello@thecompletestudio.com and we’d love to answer your queries.
All projects at The Complete Studio are priced on a fixed-fee basis. There are no hourly rates, no surprise invoices, and no charges for revisions within the agreed scope.
Payment is structured in two instalments:
70% deposit — due before work begins No project starts without a confirmed deposit. This protects both parties, it confirms your commitment to the project and allows us to dedicate the appropriate time and resources from day one.
30% final payment — due before final delivery The remaining balance is due before final files, live website access, or any other deliverables are handed over. Final payment confirms the project is complete and ready for handover.
For larger projects (above a mutually agreed threshold), we may propose a phase completion or a three-instalment structure. This will be agreed in writing before the project begins.
| Method | Best for |
|---|---|
| Stripe | UK and US clients – card payments |
| PayPal | Clients who prefer PayPal |
| Wise (Bank Transfer) | International transfers – best exchange rates |
| Payoneer | Alternative international transfers |
All invoices are issued in GBP or USD as agreed at the start of the project. Bank transfer details and payment links are included on every invoice.
All invoices are due within 7 days of issue unless a different timeline has been agreed in writing.
If a deposit invoice remains unpaid after 10 days without communication, The Complete Studio reserves the right to release the project slot and offer it to another client.
If a final invoice remains unpaid after 10 days of the agreed delivery date, The Complete Studio reserves the right to withhold final deliverables until payment is received.
If an invoice remains unpaid beyond the 7 day window without prior communication, we will send one reminder. If payment is not received within a further 3 days, a late payment fee of 3% of the outstanding invoice value will be applied for each additional week period (3%/week) the invoice remains unpaid.
We understand that circumstances change, if you are experiencing a genuine issue with payment timing, contact us before the due date and we will do our best to find a reasonable solution.
If you cancel after paying the deposit but before any work has begun, the deposit is non-refundable. The deposit exists to secure your project slot, when you book, we turn away other work for that period.
If you cancel before paying the deposit, there is nothing to refund and no cancellation fee applies.
Life happens. If you need to pause or cancel a project that is already underway, the following applies:
What counts as “work completed” will be documented and shared transparently, we will never claim more hours than we have actually spent. But this is solely on discretion of The Complete Studio.
Projects often require input, approvals, content and feedback from the client. If a project is delayed for more than 30 days due to lack of client response or input, The Complete Studio reserves the right to invoice for work completed to date and close the project. Restarting the project after this point may be subject to a new project agreement and revised pricing.
This is not punitive, it protects the quality of the work. Projects that drag on indefinitely rarely produce the best results.
Refunds are considered on a case-by-case basis in the following situations:
Email hello@thecompletestudio.com with the subject line “Refund Request — [Your Name / Project]” and a brief description of the reason. We will respond within 7 business days.
If a refund is approved, it will be processed within 7 business days via the same payment method used for the original payment.
We take disputes seriously and aim to resolve them directly before any formal process is involved. If you have a concern about any aspect of the project or payment, email hello@thecompletestudio.com and we will respond within 7 business days.
If a dispute cannot be resolved directly, it will be subject to the jurisdiction stated in our Terms & Conditions.
If anything on this page is unclear, email hello@thecompletestudio.com before engaging us. A five-minute conversation upfront prevents misunderstandings later and we would always rather have it.
