Refund and Service Delivery Policy
Last Updated: January 23, 2024
1. Service Delivery
1.1 Timeline Considerations
All delivery timelines are estimates and may vary based on:
- Website complexity and scope
- E-commerce requirements
- Custom functionality needs
- Integration requirements
- Content preparation and delivery
1.2 Growth Plans
Basic delivery timeline framework:
- Initial Discovery & Strategy: 1-2 weeks
- Website Design & Development: 4-8 weeks*
- Testing & Optimization: 2-3 weeks*
* Final timelines will be established during the discovery phase based on your specific requirements.
1.3 Care Plans
Service activation timeline:
- Account Setup: 1-2 business days
- Initial Website Audit: 3-7 business days*
- Implementation of Monitoring Tools: 1-2 business days
* Audit duration depends on website size and complexity.
1.4 Google Workspace Migrations
Migration timeline:
- Initial Assessment: 1-2 business days
- Migration Planning: 2-3 business days
- Execution: 1-3 business days (depending on data volume)
- Testing & Verification: 1-2 business days
2. Customization of Terms
2.1 Client-Specific Agreements
We understand that each business has unique needs:
- Specific terms will be discussed and agreed upon with each client
- Custom service level agreements can be established
- Delivery timelines may be adjusted based on project requirements
- Support hours can be modified for international clients
- Special arrangements can be made for complex projects
2.2 Service Adaptability
Our services can be tailored to accommodate:
- Different business sizes and complexities
- Industry-specific requirements
- Regulatory compliance needs
- Seasonal business fluctuations
- Growth and scaling plans
2.3 Agreement Process
For each new client:
- We conduct a detailed discovery session
- Specific terms are documented in a service agreement
- Custom timelines and deliverables are established
- Regular review points are scheduled
- Terms can be adjusted as your business needs evolve
3. Refund and Credit Policy
3.1 Monthly Subscriptions
For all our subscription services (Growth Plans and Care Plans):
- Services are billed monthly in advance
- We may offer a service credit equivalent to one month's subscription if you experience significant service issues or dissatisfaction
- Service credits will be applied to future invoices
- No cash refunds are provided for subscription services
3.2 Service Guarantees
We are committed to providing quality service:
- If our service falls below agreed standards, we will work to resolve the issue promptly
- Service credits may be issued at our discretion based on the nature and severity of the issue
- All service credit requests will be evaluated on a case-by-case basis
4. Service Termination
4.1 Notice Period
- 30 days written notice required for all service terminations
- Notice must be sent via email to [email protected]
- The final month's service will be provided as normal
4.2 Website Handover Process
Upon service termination, we will:
- Provide a complete backup of your website
- Assist with the transfer to your chosen hosting provider
- Remove our proprietary plugins and tools
- Provide documentation of third-party plugins in use
- Transfer relevant access credentials
4.3 Client Responsibilities
Upon termination, clients will need to:
- Arrange new hosting services
- Purchase necessary plugin licenses
- Set up their own security and backup systems
- Arrange ongoing maintenance services if needed
- Take responsibility for future website updates and security
4.4 Transition Support
During the 30-day notice period, we will:
- Provide a transition checklist
- Support the migration process to your new provider
- Ensure all your content and data is properly transferred
- Document any specific configurations or requirements
5. Payment Terms
5.1 Billing Cycles
- All plans are billed monthly in advance
- Payments are due within 7 days of invoice
- Services may be suspended if payment is not received
- Final month's payment is required during the notice period
5.2 Payment Methods
- Credit/Debit Card via SureCart
- Direct Bank Transfer (on request)
6. Special Circumstances
We understand that special circumstances may arise. For any unique situations regarding refunds or service delivery, please contact our support team directly to discuss your specific case.
7. Changes to This Policy
We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services after any modifications indicates acceptance of the updated policy.
8. Contact Information
For questions about this policy:
