This policy explains how refunds, cancellations and pauses work for services purchased from [Legal Business Name] ("we", "our", "us"). It is part of our Terms of Service.
1. Payment methods
Payments are handled manually through our external payment providers (e.g. Stripe or PayPal invoice links). Payments are not processed directly on this website. Once your invoice is issued and paid, onboarding begins.
2. One-time setup fees
Setup fees cover discovery, design, development, testing and launch work.
- Before work begins — full refund on request within 7 days of payment, provided the discovery phase has not started.
- During the project — refunds are prorated based on milestones already delivered. Design and code produced up to the refund date remains our property unless separately agreed.
- After launch — setup fees are non-refundable once the site or app has been deployed to your production environment.
3. Monthly subscriptions
Monthly plans (hosting, security, maintenance, marketing, AI) may be cancelled at any time from your account or by emailing hello@nextsite-agency.com.
- Cancellation takes effect at the end of the current billing period.
- We do not offer prorated refunds for partial months except where required by applicable consumer-protection law.
- On cancellation we hand over your code, content and database exports. Hosting, monitoring and support end with the subscription.
4. Annual subscriptions
Annual plans are billed upfront with a 15% discount versus monthly.
- Within 14 days of purchase: full refund on request (minus payment processor fees), provided no significant work has begun.
- After 14 days: refund of the unused portion, minus a 20% administrative fee.
5. Add-ons and third-party costs
Some add-ons include third-party fees (domain registration, SSL wildcard certificates, SMS costs, cloud usage above included quotas). These are billed at cost and are non-refundable once purchased on your behalf.
6. Pause & downgrade
You may pause a subscription for up to 60 days once per calendar year without penalty. Downgrades take effect at the next billing cycle.
7. Chargebacks
If you initiate a chargeback rather than requesting a refund through us, we reserve the right to suspend all services and hosting on your account until the dispute is resolved. Please contact us first — we respond to refund requests within one business day.
8. How to request a refund
Email hello@nextsite-agency.com from the address on your account. Include your invoice number and the reason for the request. Approved refunds are issued to the original payment method within 5–10 business days.
9. Statutory rights
Nothing in this policy limits any non-waivable statutory rights you have as a consumer under the laws of [your jurisdiction].