Refund & Dispute Policy

If a charge looks wrong, email Joshua.Journet@protonmail.com before contacting your bank. We respond within one business day and aim to resolve billing questions within five business days.

A chargeback filed with your card issuer takes weeks to resolve and costs us a fee whatever the outcome. Almost every dispute we have seen was a misunderstanding that a single email would have settled faster.

The build fee covers design and development work — time that cannot be returned once it has been spent. Refunds are therefore tied to how far the work has progressed:

• Before work starts — full refund, no questions asked. Just tell us before we begin.
• After work starts, before first draft — refund of the fee less the hours already worked.
• After the first draft is delivered — the build fee is non-refundable. You keep everything produced up to that point. Revisions are covered by the agreed scope instead.

Where a project is split into a deposit and a final balance, the deposit reserves your place in the build queue and funds the first phase of work. It is refundable in full if you cancel before work begins, and non-refundable once it has.

The final balance is due on delivery, before the site is published to your domain.

Care plans are billed monthly in advance and cover the month ahead — hosting, SSL, security patching, backups, monitoring and content edits.

• Plans run for an initial 3-month term, then continue month to month. The full detail is in the Cancellation Policy.
• Part-months are not refunded. Your site stays live and supported to the end of the period you have already paid for.
• Annual plans paid up front are refunded pro rata for whole unused months if you cancel mid-term.

If we fail to deliver what was agreed, or a care plan does not provide the service it promises, tell us. We will fix it, or refund the affected period. That is not a grudging exception — it is the point of charging monthly.

Domain registrations, stock media licences, paid fonts and third-party services bought on your behalf are passed through at cost and are not refundable once purchased, because we cannot recover them either. These are always quoted to you before they are bought.