Refund and Cancellation Policy

We want you to buy with confidence. This policy explains when we refund payments and how cancelling works. It forms part of our Terms of Service.

Setup fee

• Before we start building (that is, before we receive your organization's details and begin work): full refund.
• After building has started but before your private preview: we refund 50% of the setup fee.
• After your private preview is delivered: the setup fee is not refundable, because the work has been done. We include one round of changes so you are happy with the result.

If we cannot deliver your copy as described on the product page, we will refund the setup fee in full.

Hosting and care plan

• Monthly plans: cancel any time from Manage billing in your account. Your site stays online until the end of the month you have paid for. We do not refund partial months.
• Annual plans: if you cancel within 30 days of your first payment and your site has not gone live, we refund the annual plan fee in full. After that, your site stays online until the end of the paid year, and the remaining months are not refunded.

Add-ons

• One-time add-ons (such as content migration or a training session) are refunded in full if you cancel before we start that work.
• Monthly add-ons (such as priority support) work like the monthly plan: cancel any time, no partial refunds.

Custom work

Quoted custom work follows the payment and refund terms written in its quote.

How to ask for a refund

Open a support ticket from your account, or contact the contact details on our website, with your order reference. Approved refunds go back to the original payment method through Stripe, usually within 5 to 10 business days.

If a payment fails

If a renewal payment fails, Stripe will retry it and we will email you. If it is still unpaid 14 days after our reminder, we may pause your site until the payment is made.