This document describes our subscription-based services. Company-specific details appear as bracketed placeholders and are completed before publication. This content is a commercial starting point and should be reviewed by a qualified attorney.
1. Overview
This Refund, Cancellation & Billing Policy forms part of the Terms of Service of [COMPANY LEGAL NAME], trading as [BRAND NAME]. Words defined in the Terms have the same meaning here.
Our aim is simple: clear pricing, predictable renewals, and a direct way to raise any billing question with a real person.
2. Subscription Fees
Subscription fees are billed in advance according to the billing cycle selected at checkout (for example monthly, quarterly, six-monthly or annual). Applicable taxes, add-ons you approve and third-party fees such as domain registration may be charged in addition.
Prices shown at checkout apply to your current Subscription Term. Where a price changes for a future term, we will give notice before it takes effect where required by applicable law.
3. Automatic Renewal
Subscriptions renew automatically at the end of each Subscription Term so that your website, hosting, domain, SSL and support continue without interruption. Renewal continues until you cancel.
Your payment method on file is charged on or shortly after each Renewal Date.
4. Cancellation
You may cancel at any time by contacting [SUPPORT EMAIL] from the email address on your Account, or through any cancellation function available in your Account.
Cancellation stops future renewal charges. It does not automatically refund the billing period that has already started or periods already paid, except where applicable law requires otherwise.
After cancellation takes effect, hosting, maintenance and support end and your website may be taken offline. Please request any files or data export before that date.
5. Services Already Performed
Because our work often begins within minutes of an order, fees may be non-refundable where we have already:
- Registered, transferred or renewed a domain.
- Provisioned hosting or server resources.
- Issued or configured an SSL certificate.
- Started website design or development work.
- Completed and delivered website development.
- Performed maintenance, updates or security work.
- Provided support or consultation time.
- Delivered other work agreed in your plan or order.
- Incurred non-recoverable third-party costs on your behalf.
This is subject to applicable law. Nothing here limits statutory rights that cannot lawfully be excluded, including remedies where work was not performed as agreed.
6. Refund Requests
To request a refund, contact [SUPPORT EMAIL] and include:
- Your account name and the email address on the Account.
- The invoice number or payment date and amount.
- The reason for the request.
- Any supporting information, such as screenshots or relevant correspondence.
We review each request against your plan, the Services delivered, third-party costs incurred, and applicable law, and we aim to respond within a reasonable period. Approved refunds are returned to the original payment method where possible.
7. Domain and Third-Party Fees
Third-party fees — such as domain registration or renewal, premium themes or plugins, paid APIs, or advertising spend — may not be recoverable once they have been incurred or submitted to the provider.
Where a third-party provider issues a refund to us for a charge you paid, we will pass on the recoverable amount.
8. Duplicate Charges
If you believe a charge was duplicated, please contact [SUPPORT EMAIL] promptly with the dates and amounts.
Verified duplicate charges are refunded.
9. Failed Payments
If a payment fails, we may retry the charge over a reasonable period and contact you for updated payment details.
If payment remains outstanding, we may suspend Services and, after a further reasonable period, terminate the Subscription. Amounts properly due for Services already provided remain payable, except where applicable law provides otherwise.
10. Chargebacks and Payment Disputes
You agree to contact us before initiating a payment dispute concerning a charge you believe is incorrect, unauthorised, duplicated or otherwise disputed, where permitted by applicable law. Most issues are resolved quickly and directly.
A payment dispute does not automatically cancel an active Subscription, and it does not by itself end contractual payment obligations for Services already provided.
Where a dispute is raised, we reserve the right to respond with appropriate documentation, which may include:
- Order and invoice records.
- Subscription and payment records.
- Account and login information where legally appropriate.
- Support communications.
- Service activation and provisioning records.
- Development and publication records.
- Hosting and domain records.
- Cancellation requests and approvals.
If a chargeback is initiated after the contracted Services were received, we may provide those records to the payment processor or financial institution and pursue remedies available under applicable law.
11. Statutory Rights
Nothing in this policy limits or excludes consumer rights that cannot lawfully be excluded, including any statutory cancellation or refund rights that apply to you. Where this policy conflicts with mandatory law applicable to you, that law controls.
12. Contact
Billing and refunds: [SUPPORT EMAIL]
Legal: [LEGAL EMAIL]
[COMPANY LEGAL NAME], [LEGAL ADDRESS]