1. Overview
At WebCraft Studios, we pride ourselves on delivering exceptional digital solutions tailored to your business needs. Due to the custom, labor-intensive nature of web design and development, our refund and cancellation policies are structured to ensure fairness for both parties while maintaining project quality and timelines.
2. Project Phases & Refund Eligibility
Web development projects are divided into distinct phases. Refund eligibility is determined by the stage at which a project is cancelled or terminated:
| Project Phase | Description | Refund Policy |
|---|---|---|
| Discovery & Strategy | Requirements gathering, sitemap, wireframes | 100% refund if cancelled before wireframe approval |
| Design & UI/UX | High-fidelity mockups, branding, prototyping | 50% refund if cancelled before development begins |
| Development | Coding, CMS setup, functionality integration | No refunds; paid fees cover completed work |
| Testing & Launch | QA, performance optimization, deployment | No refunds; project considered substantially complete |
Note: All refunds, where applicable, will be processed within 14–21 business days following written cancellation notice and deduction of any completed, billable work.
3. Cancellation Policy
Clients may cancel a project at any time by providing written notice to billing@webcraft.studio. Upon cancellation:
- We will issue a detailed invoice for all work completed up to the cancellation date.
- Any prepaid amounts exceeding the invoiced total will be refunded according to the phase eligibility table above.
- Third-party costs (hosting, domain registrations, premium plugins, stock assets, etc.) are non-refundable and remain the client's responsibility.
- Cancelled projects may be paused for up to 60 days upon request, with a small monthly maintenance fee.
4. Client-Induced Delays & Scope Changes
If project timelines are extended due to delayed client feedback, missing content, or requested scope changes:
- Additional development hours will be billed at our standard hourly rate.
- Extended timelines may incur a monthly project storage/maintenance fee after 30 days of inactivity.
- Scope changes exceeding 20% of the original agreement require a revised proposal and payment adjustment before proceeding.
5. Agency-Induced Exceptions
WebCraft Studios acknowledges that accountability is a two-way street. Full or partial refunds may be issued if:
- We fail to deliver agreed-upon milestones within 30 days of the contracted deadline without prior communication.
- Delivered work materially deviates from the approved design or technical specifications.
- We breach confidentiality or contractual obligations outlined in our service agreement.
6. How to Request a Refund or Cancellation
To initiate a refund or cancellation request:
- Send an email to billing@webcraft.studio
- Include your project name, reference number, and a clear description of the request
- Specify the desired resolution (cancellation, phase rollback, or adjustment)
- Our client success team will review your request and respond within 48 business hours
All decisions regarding refunds and cancellations are subject to our standard service agreement and will be communicated in writing.
7. Contact & Support
If you have questions about this policy or need assistance with your project, our team is here to help:
- Email: support@webcraft.studio
- Phone: +1 (555) 123-4567
- Address: 123 Innovation Drive, San Francisco, CA 94102
- Business Hours: Mon–Fri, 9:00 AM – 6:00 PM PST
WebCraft Studios reserves the right to update this policy at any time. Changes will be effective immediately upon posting.