Two honest paths. If you're not happy with the work - a quality issue - that's the satisfaction guarantee: a full refund any time before you accept the finished site. You only ever pay once you're happy.
If the work is fine and you simply want out mid-build, it depends on when. Before you approve a design direction, everything comes back with nothing deducted. After that we keep only the share of the work already in your hands, and never more than the cap we publish for that stage: at most 20% of your price once you've approved a direction, at most 50% once we've delivered a build for you to review - never more than half of what you paid, and never more than you have actually paid us. The rest goes straight back to your card. No penalty, no exit fee.
Two qualifiers, stated plainly. Consumers: for 14 days after you order the statutory withdrawal right comes first, so nothing at all is deducted, whatever your reason. Businesses (autónomos, companies) have no statutory withdrawal right, so on a change of mind the hours count from direction approval onward.