Nature of custom service work
Website design and development services require reserved time, analysis, planning, design decisions, technical implementation, communication, and project-specific work.
Because work begins before a final website is launched, refund and cancellation decisions are based on the stage reached, completed work, reserved time, approved expenses, third-party costs, and the specific written agreement.
Cancellation before work begins
A client may request cancellation before substantive work begins. Any refund is evaluated according to administrative work already completed, reserved scheduling, non-refundable third-party costs, and the project agreement.
A written cancellation request should identify the project and be sent through the published contact information. Silence, failure to provide content, or failure to attend a meeting is not automatically treated as a formal cancellation.
Cancellation after work begins
After work begins, the client remains responsible for completed work, approved milestones, reserved project time, and committed third-party expenses.
The company may calculate the amount earned based on completed stages, time spent, deliverables prepared, or the payment schedule in the project agreement.
If the amount paid exceeds the amount properly earned and no contractual or legal basis permits retention of the balance, the remaining amount may be refunded or credited as agreed.
Deposits and reservation fees
A deposit may compensate for reserving capacity, discovery, planning, setup, or initial production. Whether a deposit is refundable should be stated in the estimate, invoice, or project agreement.
To the extent permitted by law, a deposit may be retained when the client cancels after scheduling has been reserved or work has begun. Mandatory consumer rights are not excluded.
Third-party and non-recoverable costs
Domains, hosting, premium themes, applications, plugins, stock assets, licenses, subscriptions, fonts, payment-provider fees, and other third-party purchases are governed by the provider’s terms.
Approved third-party costs that cannot reasonably be recovered are not refundable by 1010 Carbon Court merely because the underlying project is cancelled.
Client delay, inactivity, and abandoned projects
A project may be paused when the client does not provide required content, access, feedback, approvals, or payment.
After reasonable notice, prolonged inactivity may result in rescheduling, storage fees if agreed, project closure, or a requirement to re-estimate the remaining work.
Amounts covering completed work and reserved time remain payable. Restarting an inactive project may depend on availability and may require a new schedule or revised price.
Scope changes and dissatisfaction
A scope change is not automatically a cancellation. The company may propose a change order, revised schedule, or additional fee.
Subjective dissatisfaction does not automatically create a refund right when the work conforms to the confirmed scope and approved direction. The client should provide specific written feedback during the agreed review period so scope-based corrections can be evaluated.
New concepts, new content, changed business direction, or additional functionality are separate from correction of an implementation error.
Technical issues and correction process
A reproducible technical issue should be reported with the affected page, device, browser, steps to reproduce, and screenshots where helpful.
If a limited correction period is included, the company may first attempt a reasonable scope-based correction before considering another remedy.
Issues caused by client changes, third-party updates, expired subscriptions, unsupported browsers, external services, malware, hosting incidents, or work outside the confirmed scope may require additional paid work.
No refund based on business outcomes
Refunds are not based solely on sales, traffic, conversion rate, search ranking, approval by a bank or payment provider, advertising performance, customer response, or other business outcomes that are not expressly guaranteed.
Website performance depends on content, products, pricing, market conditions, advertising, operations, third-party platforms, and many factors outside the company’s control.
How to request a cancellation or refund review
- Submit a written request identifying the client, project, invoice, payment, and requested outcome.
- Explain the reason and identify any relevant scope, milestone, or technical issue.
- Allow reasonable time for project records, completed work, expenses, and payment status to be reviewed.
- Provide requested information needed to verify the requester and payment.
- Review the written response, proposed correction, credit, refund calculation, or remaining balance.
Approved refunds are returned through an appropriate method after required verification. Processing time may depend on the payment provider and financial institution.
Chargebacks and payment disputes
Clients should raise billing or service concerns directly before initiating a chargeback when possible.
The company may provide the payment processor with the confirmed scope, approvals, communications, delivered work, invoices, and other records relevant to a disputed transaction.
A chargeback does not cancel amounts lawfully due for completed work or approved expenses.
Mandatory legal rights
Nothing in this policy limits rights that cannot legally be waived. If applicable law requires a different remedy, cancellation right, or refund process, that law controls.
Business-to-business custom service projects may not receive the same cancellation rights that apply to certain consumer purchases. Legal advice should be obtained for a specific situation.
Questions about this page
Include the relevant policy name, project reference, invoice reference, or privacy request details so the inquiry can be reviewed accurately.