Refunds are decided item by item, not order by order. A website design or build project stays refundable until you approve Publish or Go-Live. Several service types are never refundable once paid. And every refund we issue is reduced by the payment processing fees we were charged for the original payment, because providers such as Stripe and PayPal do not return their fees when a payment is refunded. The full rules are in section 16 of the Terms of Use.
How the per-item rule works
One order can mix items with different refund outcomes. The checkout review screen shows every item with its price and its refund status before you pay, so what you saw at checkout is what applies to each line. Refunding or canceling one item never affects the rest of the order.
Never refundable
These are non-refundable at all times:
- SEO and local marketing
- Ad management fees
- Hosting
- Custom development ordered as a separate service
- Onboarding and setup
- Domains
- Third-party licenses
- Deposits
Website design and build projects
A website project is the big exception. It stays refundable until you approve Publish or Go-Live, or until the work is deemed accepted under the review rules in the Terms of Use. Once you approve Publish or Go-Live, the project is accepted and substantially complete, and no refund applies after that point.
Domains
A new domain registration is held for up to 5 calendar days pending settled payment and a completed order. Once those 5 calendar days pass with payment settled, the registration is final and non-refundable.
The fee deduction
Every refund is paid minus the card processing fees the payment provider kept on the original payment. Stripe and PayPal do not return their fees to us when a payment is refunded, so we cannot return them to you. The rule, and the rest of the refund detail, is in the Terms of Use.
If fulfillment has not started on an item, you may be able to cancel it outright instead: see Canceling an order before work starts. To request a refund, send the written notice described in How to send a formal notice, or start with a plain question at the contact page.
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