Refund policy

Last updated: October 4, 2026

Your first Bulk Hours purchase comes with a 30-day, no-questions-asked full refund. After that, Bulk Hours are non-refundable, and they are never lost to a change of direction: every hour you do not use, including hours saved when AI makes the work faster than quoted, stays in your bank for your next priority.

  • First purchase? Full refund, no questions asked. If your first Bulk Hours purchase isn’t right for you, ask within 30 days. We refund it in full and roll back every change we made.
  • Non-refundable, never lost to a pivot. After your first purchase, Bulk Hours are not refundable or redeemable for cash. Unused hours never expire and stay in your bank, whatever direction the work takes.
  • Faster work leaves more hours. When AI or a better approach finishes a task in less time than estimated, only the time spent is drawn. The hours saved stay yours.
  • Every hour is itemized. Every Monday you get a report of each task and the time spent on it, with a clear window to question any entry.

First-time customer guarantee

In short: If this is your first Bulk Hours purchase with Arctic Grey and you are not happy for any reason, ask within 30 days and we will refund it in full, no questions asked. We then roll back every change we made, so your store is back where it was when we started.

We want new customers to feel completely safe starting with us. Your first purchase of Bulk Hours on arcticgrey.com comes with a 100% satisfaction guarantee.

  • Who it covers. Brand-new customers on their first Bulk Hours purchase on arcticgrey.com: a one-time Block or the first charge of a recurring plan. It applies even if you bought an audit or another product from us before.
  • How to ask. Within 30 days of that purchase, email support@arcticgrey.com or tell your account lead that you want a refund. You don’t need to give a reason.
  • What you get. A full refund of that purchase, including any hours already used. No questions asked and no paperwork.
  • What happens next. The engagement ends and we roll back every change Arctic Grey made, returning your store to where it was when we started. We keep full version history in GitHub, so the rollback is clean. The rolled-back work stays ours.
  • What it doesn’t cover. Later Bulk Hours purchases, requests made after 30 days, and purchases under a signed Master Service Agreement, Order Form or Statement of Work, which follow that agreement.

Why hours work this way

In short: You are buying capacity, not a fixed list of tasks. That is what lets you change direction without a change order, and it is why unused hours stay in your bank instead of turning back into cash.

Arctic Grey sells Bulk Hours: prepaid capacity across every Arctic Grey discipline, at one rate that includes the software, infrastructure and AI usage behind the work. There are no separate token, seat or tool charges. When you buy Bulk Hours you are purchasing our time and effort, not a fixed feature set or a guaranteed result.

On a multi-month project, the plan on day one is rarely the plan on day ninety. Fixed-task pricing turns every new idea into a change order, a renegotiation and a delay. Hours remove that friction:

  • You can pivot at any time. A new idea is a Redirection, not a change order. Send it by email, Slack or ticket; no signature or amendment is needed, and we act on it within one business day. If a Redirection moves a date or changes when your hours will run out, we tell you in writing within two business days.
  • You keep the savings. AI is improving quickly, so work often takes fewer hours than quoted. Estimates are planning figures, not caps or fixed quotes, so actual time can be higher or lower. When work takes less time than estimated, only the time spent is drawn and the rest stays in your bank.
  • Your hours move with you. Hours are portable across your own projects, brands, subsidiaries and Affiliates at the same rate. They cannot be sold or transferred outside your own business, subsidiaries and Affiliates.
  • Our incentives match yours. We do best by delivering the most value per hour. If we do, clients stay. If we don’t, they leave. Efficiency is in our interest.

The trade-off, stated plainly: apart from the first-time customer guarantee, all Bulk Hours, deposits and prepaid amounts are non-refundable, have no cash value and are not redeemable for money, including any unused balance, whether on cancellation, dissatisfaction or a change of provider. In return, hours are never lost to a change of direction, and Bulk Hours never expire: unused hours stay in your bank, whenever you bought them.

What is not refundable

In short: Apart from the first-time customer guarantee, once hours are purchased or a service is delivered, the payment is final. That covers every form of Bulk Hours and the services listed below.

Arctic Grey provides non-tangible, non-returnable and easily replicated services and digital products. Refunds are not issued once an order has been fulfilled and the product or service has been delivered or made accessible to the public. Refunds are not available for:

  • Bulk Hours in any form, including one-time Blocks, recurring Bulk Hours plans, lock-in rate plans, VIP Cards and Bulk Hours gift cards, and including any unused balance, except a first purchase covered by the first-time customer guarantee
  • Deposits, milestone payments and other prepaid amounts under a Statement of Work or Order Form
  • Work that has been made accessible to the public
  • Marketing campaigns
  • SEO services
  • Site speed services
  • Graphic design services
  • Shared-screen training services
  • Purchases made before January 1, 2024
  • Requests received outside the 30-day request window described below
  • Incompatibility with third-party software, apps or platforms, unless we expressly stated compatibility in writing

Please read this policy before you buy. It applies together with the payment terms in our Terms of Service.

When a refund is available

In short: Beyond the first-time customer guarantee, refunds cover a few specific situations: a product compromised before delivery, a major defect we did not fix in time, or a product that was not as described. Report defects within 3 business days of receipt, and ask for any refund in writing within 30 days of purchase.

Beyond the first-time customer guarantee, a refund may be issued only in these cases:

  1. Compromised before delivery. If the integrity of a product or service is compromised before it is delivered, you may request a full refund before delivery.
  2. Major defect not corrected. If a product has a major defect that we do not correct within the timeline in Defects and corrections below, you may choose a full refund or a replacement product of equal or similar value.
  3. Not as described. If a product is materially different from its description, report it to our technical support team within 30 days of purchase, with clear evidence. Requests based on expectations or preferences that the description did not promise are not honored.

How to request a refund

Email support@arcticgrey.com within 30 days of purchase, with your order number and a detailed explanation. Requests that contradict our Terms of Service are not honored. A refund we grant is completed only after we receive your signed Waiver of Copyright, confirming that you give up any rights in the refunded work. The first-time customer guarantee needs only your request.

Refunds outside these rules

Any other refund is a rare exception decided by Arctic Grey leadership. A refund of that kind closes the engagement: we take the loss on work already paid out, the engagement ends, and we do not resume work together afterward. An exception refund is never combined with a credit or a continuing project.

Questioning your hours

In short: Every Monday you can see where every hour went. If an entry looks wrong, tell us in writing within 10 business days and we will go through it with you.

Human time is logged in Time Doctor at task level. AI usage is metered and converted to hours through our Token-to-Time Conversion. Both post to the Ledger, recomputed nightly, with client audit pages. Every Monday at 9:00 AM Eastern you receive an itemized report of the previous week: each task, the exact time spent on it, the work completed and its status, with hours logged and the remaining balance for each project.

If you disagree with an entry, send a written, itemized objection within 10 business days of the date the report is sent. A report with no objection in that window is deemed accepted as accurate. Absent manifest error, our time records are final.

How we handle an hour complaint

  1. Tell us in writing. Email support@arcticgrey.com or your account lead. Name the entries or the stretch of work and say what you think is wrong. Allow us 10 business days to resolve it.
  2. We review it with you. We go through the Ledger entries, the tasks and the work produced, and we say plainly what is ours to own.
  3. Logging errors are corrected. Time logged in error, such as a duplicate entry or time posted to the wrong project, is reversed and the hours return to your bank.
  4. Time properly worked is not refunded. The people who did the work have been paid for every hour of it. When a stretch of work did not land, we agree on a clear path forward and a tight estimate for the next piece. Any goodwill offer is at our discretion, is made once, and is tied to a new Bulk Hours purchase. We do not credit hours with nothing in return.
  5. Or close out cleanly. If you would rather end the engagement, see Refunds outside these rules above. If this is your first Bulk Hours purchase and it is within 30 days, the first-time customer guarantee gives you a full refund.

A lot of what we build has never existed before. Sometimes a path turns out to be the wrong one, and we come back and cut a new one. That is how new things get made, and it is why the model is built on hours that can be redirected rather than refunded.

Defects and corrections

In short: If something we delivered is broken, tell us and we will fix it. Report a major defect within 3 business days of receipt, and we have 3 business days to fix it.

Products

Report a major defect in a product to our technical support team at support@arcticgrey.com within 3 business days of receipt. We have the right to correct the defect within 3 business days of receiving your report. If we do not correct it in that time, we will issue a full refund or, if you prefer, a replacement product of equal or similar value. We may need temporary access to your Shopify admin to resolve the issue. If access is not provided, the product is not eligible for a refund.

Project deliverables

Deliverables under a Statement of Work follow the acceptance process in our Terms of Service: give written notice of any material non-conformance, with evidence, within 5 business days of delivery. For 30 calendar days after acceptance of the completed store, the deliverables will materially conform to the express specifications in the Statement of Work. The remedy is that we re-perform the affected work at no extra charge. It is a correction, not a refund.

Bulk Hours work

Revisions, fixes and changes on Bulk Hours work, including bug fixes after acceptance, are work like any other task. They draw down hours and appear in your weekly report.

Audits, apps and products

In short: One-off products bought on arcticgrey.com, such as audits, are final once delivered. The defect and description rules above still protect you.

Arctic Grey sells some one-off digital products and fixed-price services on arcticgrey.com, including the Arctic Grey Audit, page audits, strategy sessions and fixed-price add-ons. Once a product has been delivered or a session has taken place, the purchase is final, except as set out in When a refund is available above. Products bought on a payment plan remain payable in full; see our Subscriptions and cancellations policy.

Our products are not guaranteed to be compatible with third-party software unless we state so explicitly. Refund, return and exchange requests based on incompatibility are not honored, and we do not provide support for third-party programs.

Where we publish a sample, demo or preview of a product, please review it before you buy.

Paid plans for Arctic Grey apps installed through the Shopify App Store are billed by Shopify under the app’s listing and Shopify’s billing rules.

Chargebacks and bank disputes

In short: Please come to us before you go to your bank. A written note to us is the fastest way to settle a billing question.

You agree to our payment terms before any charge is made. Raise any billing concern with us in writing first and allow 10 business days for us to resolve it. Starting a chargeback, payment reversal or bank dispute for amounts properly invoiced or prepaid is a material breach of our Terms of Service. You are responsible for the costs we incur in responding to an improper chargeback, including bank fees and reasonable legal costs, and we may suspend all services while a payment dispute is open.

Legacy guarantees

In short: One promise from an earlier version of this policy has changed. Here is exactly where it stands.

  • 2X Multiplier Guarantee. This guarantee applies only to Statements of Work signed on or before December 31, 2024. It also depends on the conditions in the Legacy multiplier guarantee section of our Terms of Service: every invoice paid in full and on time, every client responsibility met, no material scope change requested or caused, and no early termination or suspended payments. Any breach voids it. It is discontinued for projects signed after December 31, 2024.

How this policy applies

In short: If you have a signed agreement with us, it comes first. Otherwise this policy and our Terms of Service apply together.

This policy forms part of our Terms of Service. Where a signed Master Service Agreement, Order Form or Statement of Work conflicts with this policy, the signed document prevails. The current version posted at arcticgrey.com/policies/refund-policy applies to every client and every purchase, as our Terms of Service explain. Nothing in this policy limits any right that cannot be limited by law.

Questions: support@arcticgrey.com, +1 (650) 288-0533, toll free +1 (844) 311-6962. Arctic Grey, Ltd., International House, 142 Cromwell Road, London SW7 4EF, United Kingdom. See also our Contact Information page.