Refund Policy

Overview

Policy purpose

This Policy describes when refunds may or may not be available for SiteCraft services, products, and access-based offers.

General principle

Refund decisions depend on the type of purchase, the project stage, whether access has already been granted, whether downloadable digital goods have been delivered, and whether third-party costs have already been incurred.

Custom Services and Project-Based Work

Custom work basis

Most SiteCraft services are custom digital services built specifically for the client. This includes Webflow development, UI/UX work, CMS setup, no-code systems, integrations, support, and consulting.

Refund limitation after work starts

Once project work has started, time has been allocated, discovery has begun, files have been prepared, or production activity has commenced, the work becomes limited or non-refundable to the extent already performed.

Deposits and Advance Payments

Project reservation and commitment

Deposits and advance payments may be required to reserve production time, begin planning, and commit resources to a project.

Refund position

Unless otherwise agreed in writing, deposits and advance payments are generally non-refundable once scheduling, onboarding, discovery, planning, design, development, or procurement activity has started.

When Refunds May Be Considered

Possible eligibility

A refund may be considered on a case-by-case basis where no meaningful work has started, no access has been granted, no downloadable digital goods have been delivered, and no non-recoverable third-party expenses have been incurred.

Discretion and context

Any refund consideration remains subject to the specific facts of the order, including project status, communications, approved scope, and actual costs already committed by SiteCraft.

Non-Refundable Items

Generally non-refundable items

• Custom services once work has started
• Delivered design, development, strategy, or consulting time
• Granted online course or gated library access
• Templates, downloadable files, digital products, and delivered resources
• Third-party costs already incurred on the client’s behalf

Examples of third-party costs

Non-refundable third-party costs may include domains, hosting, Webflow, Xano, Wized, stock assets, software, plugins, and transaction-related expenses once incurred.

Partial Refunds

When partial refunds may apply

If a refund is approved after some project activity has already taken place, SiteCraft may issue only a partial refund reflecting the amount not yet performed or not yet committed.

Calculation basis

Partial refund decisions may account for discovery, planning, design time, development work, support time, communication overhead, administration, reserved production time, and third-party expenses already incurred.

Client Cancellations

Cancellation by the client

If the client cancels a project, order, or booked service after work has started or access has been granted, refunds are generally unavailable for work already performed and costs already incurred.

Outstanding amounts

The client remains responsible for any unpaid portion of completed work, approved milestones, reserved time, and any non-cancellable third-party costs arising up to the cancellation date.

Cancellations by SiteCraft

Possible cancellation by provider

SiteCraft may cancel or refuse to continue a service in reasonable cases such as lack of client cooperation, failure to provide required inputs, abusive conduct, policy violations, or technical or commercial impracticality.

Refund treatment

Where SiteCraft cancels before meaningful work begins, a refund may be considered. Where work has already been performed, any refund may be reduced to reflect completed time, committed resources, and incurred costs.

Consultations and Calls

Booked time

Paid consultations, advisory calls, technical review sessions, and scheduled strategy calls are generally non-refundable once the session has taken place.

Missed or late changes

If the client misses a booked session, arrives substantially late, or requests cancellation without reasonable notice, the session fee may remain fully payable and non-refundable.

Chargebacks and Payment Disputes

Direct resolution first

Clients agree to contact SiteCraft first at support@sitecraft.agency before initiating a chargeback or payment dispute, so the matter can be reviewed in good faith.

Evidence and suspension

SiteCraft may suspend access, support, deliverables, or ongoing project work while a payment dispute is unresolved, and may provide relevant records, approvals, communications, invoices, and delivery evidence to the payment provider.

How to Request a Refund

Request method

All refund requests must be submitted to support@sitecraft.agency.

What to include

• Full name and company name, if applicable
• Order, invoice, or project reference
• Date of payment
• Reason for the refund request
• Relevant supporting details or documentation

Refund Processing Time

Review period

If a refund request is approved, SiteCraft will process it within a reasonable period after internal review and confirmation.

External processing

The time required for funds to appear may depend on the payment provider, bank, payment method, and any third-party processing steps outside SiteCraft’s control.

Changes to This Policy

Policy updates

SiteCraft may update this Refund Policy from time to time to reflect operational, legal, commercial, or service changes.

Current version

The version published on this page is the current version and becomes effective from the date shown above.