Refund and Cancellation Policy
We want every client to feel safe paying a deposit to a studio they found online. This policy explains exactly what happens to your money if a project is cancelled, by you or by us, at any stage.
1. Summary
| Stage | If you cancel | If we cancel |
|---|---|---|
| Before any work begins (within 48 hours of the deposit) | Full refund of the deposit, minus payment provider fees | Full refund of everything paid |
| During design (before approval) | Deposit retained for work done; nothing more is owed | Refund of everything paid beyond the value of work delivered to you |
| After design approval, during build | Deposit and design payment retained; the final 25 percent is not owed | Refund of everything paid beyond the value of work delivered to you, and you keep the approved design files |
| After deployment | No refund; the website is complete and owned by you | Not applicable |
2. Deposits
The 50 percent deposit reserves your build date and starts the work. If you change your mind within 48 hours of paying and before we have started, we refund the deposit in full, minus any fees charged by the payment provider. After work has started, the deposit is retained as payment for the discovery, design and scheduling work already done.
3. Cancellation by you
You may cancel at any time by email. You pay only for the milestones reached. Any payment you have made beyond the milestones reached is refunded within 10 business days by the same method you used to pay, where the provider allows it. Draft designs for unpaid milestones remain the property of the Studio.
4. Cancellation by us
If we cannot complete a project for reasons on our side (for example illness, or a technical limitation we discover), we refund every amount paid beyond the value of the work already delivered to you, and you keep whatever has been delivered. If we terminate because of a violation of the Acceptable Use and Content Policy, abusive conduct or non payment, amounts already earned are not refunded.
5. Rush and priority fees
Rush and priority fees pay for scheduling and for the extra hours committed to your project immediately. They are non refundable once the accelerated work has begun.
6. Third party costs
Domain registrations, hosting, subscriptions and other purchases made with a third party are subject to that provider's refund rules, not ours. Because we register these in your name, any refund would go to you directly.
7. Completed projects
Once a website is deployed and handed over, the project is complete and no refund applies. Error fixes remain free for as long as the site exists in the form we delivered.
8. Chargebacks
If you have a concern about a payment, please contact us first; we resolve these directly and quickly. Filing a chargeback or dispute for a legitimate charge, without contacting us, is a breach of the Terms of Service and may result in suspension of work and of access to files not yet handed over.
9. How to request a refund
Email info@solositestudio.com with the subject "Refund request" and your project name. We confirm within one business day and process approved refunds within 10 business days.
Questions about this document: info@solositestudio.com. This document is provided in English. Translations may be provided for convenience; the English version controls in case of conflict.