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Refund & Cancellation Policy

Last updated: January 15, 2025

Introduction

This Refund and Cancellation Policy outlines the conditions under which WebFxNow will issue refunds or credits for web development services.

1. Payment Structure

Our typical payment structure is:

  • Deposit (50%): Due at project commencement
  • Milestone Payments: Due upon completion of development phases
  • Final Payment (Remaining Balance): Due upon project completion

2. Refund Eligibility

2.1 When Refunds Are NOT Available

The following payments are non-refundable:

  • Initial deposit or retainer (once work has commenced)
  • Work already completed and delivered
  • Third-party services and integrations paid on your behalf
  • Custom code developed for your specific project
  • Services rendered before cancellation notice
  • Hours worked by our development team

2.2 When Refunds ARE Available

Refunds may be issued in the following circumstances:

  • WebFxNow Error: If we deliver work that does not meet contracted specifications and fail to correct it within 7 business days
  • Cancellation Within 7 Days: If you cancel within 7 calendar days of payment and work has not begun
  • Service Failure: If we cease work without completing the project due to our business closure
  • Payment Processing Error: Duplicate charges or erroneous billing

3. Cancellation by Client

3.1 During Project Planning Phase (Pre-Development)

If you cancel during the planning and approval phase:

  • Within 7 Days: Refund of 100% of deposit
  • After 7 Days: Refund of 50% of deposit (the other 50% covers planning and consultation)

3.2 During Development Phase

If you cancel after development has begun:

  • You are responsible for payment of all completed milestones
  • We will provide all completed code and assets
  • Future milestones and phases are refundable (minus any third-party costs incurred)

3.3 During Testing/Final Phase

If you cancel during testing and final delivery:

  • All completed work must be paid in full
  • The website will be delivered in its current state
  • No refund of final payment is available

3.4 Cancellation Process

To cancel a project:

  • Provide written notice via email to projects@webfxnow.com
  • Include your project name and account information
  • Allow 5-7 business days for processing
  • Refunds will be issued to the original payment method

4. Quality and Acceptance

4.1 Quality Standards

We guarantee that all work will meet industry standards for:

  • Code quality and best practices
  • Browser compatibility (Chrome, Firefox, Safari, Edge)
  • Mobile responsiveness
  • Performance optimization
  • Security standards

4.2 Defects and Corrections

If you identify defects or issues with the delivered website:

  • Report issues within 30 days of delivery
  • We will investigate and determine if the issue is within our responsibility
  • We will correct legitimate defects at no additional cost
  • We provide a 30-day defect warranty after delivery

5. Scope Creep and Change Orders

If you request features or changes beyond the original scope:

  • We will provide a change order with additional cost and timeline impact
  • You must approve the change order in writing before we proceed
  • Changes are not grounds for refund of original project cost

6. Third-Party Services and Hosting

6.1 Payments Made on Your Behalf

If we purchase third-party services (SSL certificates, plugins, integrations) on your behalf:

  • These costs are separate and non-refundable
  • You own the licenses and services after payment
  • Renewal costs are your responsibility

6.2 Hosting and Domain Registration

We do not provide refunds for web hosting services, domain registration, or SSL certificates.

7. Monthly Support Contracts

7.1 Cancellation

If you have a monthly maintenance or support contract:

  • You can cancel with 30 days written notice
  • Refunds are not available for partial months
  • The final month's payment covers remaining support through the end date

7.2 Prepaid Support

If you prepay multiple months of support:

  • Cancellation refunds will be issued on a pro-rata basis for unused months
  • Any used services in the current month are non-refundable

8. Refund Process and Timeline

8.1 Refund Request

To request a refund:

  • Send written request to billing@webfxnow.com with details
  • Include project name, invoice number, and refund reason
  • We will review and respond within 10 business days

8.2 Refund Issuance

  • Approved refunds will be issued to the original payment method
  • Credit card refunds typically appear within 5-10 business days
  • Bank transfer refunds may take 10-15 business days
  • We will send confirmation email with refund details

9. Non-Refundable Items

  • Rush fees or expedited project fees
  • Consultation hours
  • Training or documentation provided
  • Server migration or setup services
  • Content creation or copywriting
  • Photography or video services
  • SSL certificates and security services

10. Special Circumstances

10.1 Business Hardship

If you experience genuine business hardship, we may extend payment terms, pause project work temporarily, or offer a partial refund on a case-by-case basis.

Contact us at partnerships@webfxnow.com to discuss.

10.2 Service Dissatisfaction

If you're dissatisfied with our service quality:

  • Contact us immediately to discuss concerns
  • We will attempt to resolve issues within 14 days
  • If unresolved, we may offer a partial credit or partial refund

11. Contact Us

For refund or cancellation inquiries:

  • Email: billing@webfxnow.com
  • Mailing Address: [Your Business Address]
  • Phone: [Your Phone Number]