Effective Date: Jan 01 2025
Last Updated: Sept 01 2025
Our Commitment to Your Satisfaction
What We Guarantee:
Quality Delivery: Your website will meet all specifications outlined in our project proposal
Professional Standards: All work follows industry best practices and modern web standards
Timely Completion: Projects will be delivered within agreed timelines (excluding client-caused delays)
Functionality: Your website will function properly across all specified browsers and devices
Guarantee Period:
30 days from project completion for bug fixes and functionality issues
90 days for any structural or technical problems related to our work
Ongoing support available through our maintenance plans
Refund Policy
Deposit Refunds:
Non-Refundable Deposits:
Once work begins on your project, the initial deposit (typically 50%) is non-refundable
This covers project setup, planning, and initial development work
Deposits secure your project slot and compensate for committed resources
Exceptions:
Full deposit refund if we cancel the project before work begins
Partial refund considered if we fail to deliver services as promised
Project Completion:
No Refunds for Completed Work:
Final payment is due upon project completion and client approval
Completed projects that meet proposal specifications are non-refundable
This includes situations where clients change their mind about design direction
Partial Project Refunds:
When Partial Refunds May Apply:
Client Cancellation: If you cancel mid-project, you pay only for work completed
Scope Changes: Major scope increases may qualify for partial refunds if project is simplified
Our Failure: If we cannot complete the project as promised, unused portions will be refunded
Service-Specific Policies:
One-Page Websites ($699):
No refund once design is approved and site is live
Revisions included within 30 days of completion
Full functionality guarantee for 90 days
Multi-Page Websites ($2,499 - $3,699):
Milestone-based payment structure protects both parties
Pay only for completed milestones
Final payment due only when project meets specifications
Maintenance Services:
Monthly Plans: Cancel anytime, no refund for current month
Annual Plans: Prorated refund for unused months if cancelled after 6 months
Project Satisfaction Process
Quality Assurance Steps:
Proposal Review: Detailed project specifications prevent misunderstandings
Milestone Approvals: Client approval required at key project stages
Testing Phase: Comprehensive testing before client review
Client Review: Formal review and approval process
Final Delivery: Complete project handover with training
If You're Not Satisfied:
Step 1: Communication
Contact us immediately with specific concerns
We'll schedule a call to understand and address issues
Most problems can be resolved through clear communication
Step 2: Revision Process
We'll provide additional revisions to meet your expectations
Revisions included within project scope are provided at no charge
Timeline adjustments made as needed
Step 3: Resolution Options If satisfaction cannot be achieved:
Project Modification: Adjust scope to meet revised expectations
Partial Refund: Based on work completed and client-approved milestones
Alternative Solution: Find mutually acceptable resolution
What's Not Covered
Non-Refundable Situations:
Change of Mind: After approving designs or specifications
Business Changes: Changes in business direction or needs
Third-Party Costs: Domain names, hosting, licensed plugins, or premium themes
Client-Caused Delays: Timeline extensions due to client unavailability
External Factors: Issues with third-party services or platforms
Client Responsibilities:
Provide timely feedback and approvals
Supply necessary content and materials
Maintain reasonable communication throughout project
Test and approve work at designated milestones
Refund Request Process
How to Request a Refund:
Contact Us: Email [refunds@webdesignkelownaco.ca] with your request
Provide Details: Include project information and reason for refund request
Review Meeting: We'll schedule a call to discuss your concerns
Documentation: Provide any supporting documentation or examples
Resolution: We'll work together to find the best solution
Processing Time:
Review Period: 5-10 business days to evaluate request
Resolution Discussion: Meeting scheduled within 1 week
Refund Processing: 10-15 business days if approved
Payment Method: Refunds issued to original payment method
Why This Policy Benefits You
Quality Focus:
Our no-refund policy ensures we're committed to getting it right the first time
We invest fully in each project without cutting corners
Milestone approvals protect you from paying for unsatisfactory work
Industry Standard:
Professional web design agencies use no-refund policies industry-wide
This allows us to offer competitive pricing while maintaining quality
Protects against frivolous disputes and ensures serious client commitment
Your Protection:
50/50 payment structure limits your risk
Service guarantee covers all technical issues
Clear specifications and approvals prevent misunderstandings
Contact Information
For questions about this policy or your project:
Primary Contact:
Email: [projects@webdesignkelownaco.ca]
Phone: [your-phone-number]
Hours: Monday-Friday, 9 AM - 5 PM PST
Project Concerns:
Email: [support@webdesignkelownaco.ca]
Direct Response: Within 24 hours during business days
Mailing Address: [Your Business Address]
Kelowna, BC [Postal Code]
Policy Updates
This policy may be updated periodically to reflect changes in our business practices or legal requirements. Current clients will be notified of any changes that affect active projects.
By engaging our services, you acknowledge that you understand and agree to this No Refund Policy. We believe this approach allows us to deliver the highest quality work while maintaining fair and professional business practices.
This policy complies with Canadian business law and reflects industry standard practices for professional web design services.