Refund, Cancellation & Billing Policy

Effective Date: 15 April 2026
Last Updated: 05 April 2026

This Refund, Cancellation & Billing Policy explains how payments, project cancellations, recurring services, billing, and refund reviews are handled by Website Design Service Agency for services provided through:
https://websitedesignservice.agency/

This page should be read together with our:

1. Scope of this policy

This policy applies to our custom and professional digital services, which may include, without limitation:

Website design
Website development
Landing page design
UI/UX design
Branding and graphic design
SEO and performance-related services
Website support, maintenance, and related digital service work

Because many of our services are custom, time-based, strategy-based, or milestone-based, billing, cancellations, and refund outcomes are assessed according to the actual work completed, time reserved, deliverables prepared, project stage reached, and direct third-party costs incurred for a specific project.

2. General policy principle

Our goal is to apply this policy in a fair, practical, and commercially reasonable way.

Where no project work has started, a refund may be available in full or near full, subject only to any direct non-recoverable third-party or payment-processing costs already incurred for that order.

Where project work has already started, refunds are not automatic and are generally assessed after deducting the value of work already completed, time already allocated, project phases already started or delivered, and any approved or unavoidable third-party costs already incurred for the project.

Cancellation is not treated as a penalty event by itself. Any retained amount is intended to reflect work performed, resources committed, or direct project-related costs already incurred.

3. When a project is considered started

A project will generally be treated as started once one or more of the following has taken place:

Discovery, consultation, or requirements analysis has begun after confirmation
Onboarding, planning, strategy, research, or project scoping has started
Wireframes, concepts, mockups, design directions, content structure, or technical planning have started
Development setup, project file creation, environment setup, or production preparation has started
A delivery slot, production capacity, or project timeline has been reserved for your work
Any custom work has been initiated for your project

For clarity, planning, research, onboarding, and strategy are billable parts of the service where they form part of the agreed work.

4. Billing structure and payment terms

Payments may be required in full, partially in advance, or according to milestone schedules, depending on the service, package, project size, or proposal structure.

Unless otherwise agreed in writing:

Quoted prices apply to the agreed scope only
Additional work may require additional billing
Urgent or accelerated requests may require priority pricing
Unpaid balances may delay delivery, revisions, launch support, handover, or ongoing work
We may pause work until overdue balances are cleared

Payment of an invoice, proposal, package fee, retainer, milestone, renewal, or service charge authorizes us to begin work or reserve resources for your project according to the relevant scope and timeline.

5. Refunds before work starts

If you request cancellation before project work has started, you may be eligible for a full refund of the amount paid.

However, we may deduct only those direct third-party or payment-processing costs that were actually charged to us and are non-recoverable, where such costs were incurred specifically for your order.

If no work has started and no non-recoverable direct cost has been incurred, the refund will generally be processed in full.

6. Refunds after work starts

If you cancel a project after work has started, refunds will not be automatic or full.

In such cases, any refund review may take into account, where applicable:

The value of completed work
The value of partially completed work already performed
Research, planning, consultation, or strategy already carried out
Delivery slots or production time already allocated to the project
Approved revisions or changes to work already completed
Third-party costs already incurred for the project
Any deliverables, concepts, files, structures, or technical work already prepared

Where practical, this may be assessed by project stage, milestone, percentage of completion, or a reasonable internal valuation of work already performed.

7. Milestone-based and phase-based work

For many custom projects, work is delivered in phases or milestones. These may include, for example:

Discovery and planning
Content structure or wireframing
Design concepts or UI work
Development or implementation
Revision rounds
Testing, launch, or deployment support

Once a project phase or milestone has started or been completed, the fees attributable to that phase or milestone may become non-refundable to the extent that the related work has already been performed.

8. Revisions, change requests, and scope changes

If your package includes revision rounds, those revisions are limited to the number and scope stated in the relevant proposal, package, invoice, or service agreement.

Requests that materially change the original scope, add pages, add features, require rework of approved materials, or alter the agreed project direction may be treated as additional work and billed separately.

Amounts charged for additional work, extra revisions, change requests, rush requests, or out-of-scope tasks are generally non-refundable once that work has started.

9. Client delays, inactivity, and paused projects

You are responsible for providing reasonably timely feedback, approvals, content, access credentials, and required materials.

If a project is delayed, paused, or prolonged because of client-side inaction, missing approvals, lack of response, unavailable materials, or repeated changes in direction:

Project timelines may shift
Scheduled delivery dates may no longer apply
Work already completed remains billable
Reserved production time may remain chargeable where it was specifically allocated to your project
Refund reviews, if any, will still be assessed only on unperformed portions of the work

If a project remains inactive for an extended period, we may place it on hold, reschedule it, re-quote the remaining scope, or close it administratively. Any restart may be subject to updated pricing, timing, or availability.

10. Third-party costs and purchases

Any third-party expenses incurred specifically for your project are generally non-refundable once purchased, activated, registered, or committed.

This may include, without limitation:

Domain registrations
Hosting purchases or renewals
Premium themes or plugins
App subscriptions
Stock assets
Fonts, licenses, or templates
Paid integrations
Advertising spend
External service fees

Where reasonably possible, such costs should be approved in advance. Even where a project is later canceled, these direct project-related costs may still remain payable or deductible from any refund review.

11. Recurring services and renewal billing

Some services may be provided on a recurring basis, such as:

Maintenance plans
Support retainers
Hosting-related services
SEO or performance services
Monthly design or development support

Unless otherwise agreed in writing, recurring services are billed in advance for each billing cycle.

You may cancel recurring services before the next renewal date to stop future billing and avoid the next recurring charge. Cancellation will generally apply on a forward basis and will not automatically reverse charges for the current billing cycle once that cycle has started and related work, support coverage, monitoring, availability, or retained service capacity has already begun.

If a recurring service has been prepaid and a clearly identifiable unused portion remains, and no related work or reserved service capacity has been used for that portion, we may, at our discretion or where required by law, apply a fair partial refund or service-end adjustment.

12. Late payments and payment holds

If an installment, milestone payment, renewal payment, or approved additional invoice remains unpaid:

Work may be paused
Delivery dates may shift
Access, launch assistance, or support may be delayed
Retained deliverables, source files, or final transfer may be withheld until outstanding balances are cleared, where legally permitted and contractually applicable

13. If we cancel a project

If we are unable to begin a project at all after accepting payment, we will ordinarily refund the amount paid, less any approved third-party costs already incurred specifically for your project, if applicable.

If we cancel after partial work has already been completed, we may either:

Deliver the completed work and charge only for the portion already performed, or
Refund the unused balance after deducting the value of completed work and any direct project-related costs already incurred

14. No guarantee of specific business outcomes

Unless expressly agreed in writing, our services do not include a guarantee of specific business outcomes such as:

Search ranking positions
Advertising performance
Sales volume
Lead volume
Revenue levels
Platform approval decisions
Third-party platform availability or policy outcomes

Refund eligibility is based on work performed and agreed service scope, not on subjective preference alone or on business results that depend on external factors.

15. How to request a cancellation or refund review

To request cancellation or a refund review, please submit your request through:
https://websitedesignservice.agency/contact-us/

Please include, where available:

Your full name
Project or invoice reference
Service purchased
Reason for cancellation or refund request
Any relevant supporting details

We may review the request against the project stage, work completed, approvals given, deliverables prepared, and third-party costs already incurred.

16. Refund processing time

Where a refund is approved, it will generally be processed to the original payment method within a reasonable period, subject to payment processor timelines, banking channels, and platform restrictions.

Processing times may vary depending on the payment provider.

17. Billing errors, chargebacks, and payment disputes

If you believe a billing error has occurred, please contact us first through:
https://websitedesignservice.agency/contact-us/

This gives us the opportunity to review the matter promptly and attempt a fair resolution.

Filing a chargeback after receiving custom work, approved deliverables, project time, strategic work, or purchased third-party resources may delay ongoing services, handover, support, or project access while the matter is under review.

18. Fair application of this policy

We reserve the right to assess refunds, project-stage deductions, and cancellation outcomes reasonably and in good faith based on the actual status of the work, resources committed, and costs incurred for the project.

Nothing in this policy is intended to limit any non-waivable rights that may apply under applicable law.

19. Updates to this policy

We may update this Refund, Cancellation & Billing Policy from time to time to reflect changes in our services, billing practices, project structures, legal requirements, or business operations.

Any updated version will be posted on this page with a revised Last Updated date.

20. Contact us

For billing, cancellation, recurring service, or refund-related questions, please use the following pages:

Website:
https://websitedesignservice.agency/

Terms & Conditions:
https://websitedesignservice.agency/terms-conditions/

Cookie Policy:
https://websitedesignservice.agency/cookie-policy/

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