Refunds are possible within 30 days of the invoice date for services that have not been delivered yet. Work that has already been delivered is not refunded: it is credited through a credit note on your next invoice.
To ask for a refund or a credit, open a support ticket from the customer portal with the invoice number and a short reason. Your account manager confirms the outcome in writing within two working days.
Refunds are paid back to the original payment method and usually arrive within 5 to 10 working days.