Fair refunds, in plain English.

Your project moves through stages you can follow in your client portal. What you can get back depends on how far it has gone:

• Before design starts (while we agree your quote, take your deposit and gather your content): a full refund of everything you've paid.
• Once design and build has started: we keep half of your project price to cover the work under way, and refund anything you've paid beyond that.
• Once your preview is ready: the build price isn't refundable. Instead, revisions are unlimited until launch, so we keep refining your site until you're happy with it.
• After launch: the build is complete and isn't refundable. Any bugs are fixed free for 30 days after launch.

Payment options available: your quote is split into a deposit and a balance, so these rules always follow what you've actually paid. See how payment works

Pausing your project doesn't change any of this: the rules follow the stage your project had reached.

Extra pages and custom work included in your quote follow the same stages as the rest of your project. If a custom quote has different terms, the quote says so.

Business Care ($49/mo) is month to month, with no contract. You can cancel any time by emailing us or messaging us in your client portal. Cancelling stops future payments, and your cover continues to the end of the month you've already paid for.

We don't refund part months. If you're charged after you've asked to cancel, we refund that payment in full.

Your domain, hosting, paid email, Stripe fees and any paid software subscriptions are paid directly to those providers, so we can't refund them. Their own refund policies apply.

If we ever have to cancel your project, or can't deliver something your accepted quote includes, we refund what you've paid for the parts we haven't delivered, whatever stage your project is at.

Email support@pagewell.studio or message us in your client portal with your name and invoice number. We reply within one business day.

Once a refund is agreed, we send it within 5 business days. Card payments go back to the same card, and your bank may take another 5 to 10 business days to show it. Payments made by bank transfer, check or cash are refunded by bank transfer or check.

If something isn't right, please get in touch before opening a dispute with your card provider. We can usually sort it out faster, and directly with you.

We may update this policy from time to time. The version in place when you accepted your quote applies to your project. Nothing in this policy limits any rights you have under consumer protection law.