Refund Policy

1.The short version

The sections below explain each of these in full.

2.What happens when you pay

When you choose a package, you pay the fixed price upfront by card through Stripe. We never see or store your card details — Stripe handles that directly.

In return, you receive a written confirmation by email with the exact scope, the fixed price and the delivery date, before we begin any design work. If you change your mind before that confirmation is sent, see section 3 for your refund.

3.Cancelling before work starts

If you pay and then change your mind before we have begun design work on your order, you receive a full 100% refund, no questions asked.

In practice this means any time up to the moment we confirm in writing that your project has been started. That confirmation is always sent by email, so you know exactly when the window closes.

4.Cancelling during the project

If you cancel after work has begun but before delivery, we refund what you have paid less the value of the work already completed. We calculate that against the stages below, so the figure is predictable rather than arbitrary.

Whatever has been produced up to the cancellation point is handed over to you. We do not withhold completed work.

5.If you are not satisfied with the result

Each package includes a set number of revision rounds — two for Starter, four for Business. These exist so that we can put right anything you do not like.

To claim this refund:

• Use the revision rounds included in your package, so we have a fair chance to fix the problem.
• Tell us in writing within 14 days of final delivery that you wish to claim under this section.
• Explain what is wrong. You do not have to justify taste, but we do need to know what missed the mark, so we can improve.

Where a refund is made under this section, the website is not published and any rights in the design remain with us. If the site is already live, it is taken down. You cannot keep and use work that has been refunded.

6.If we miss the deadline

We publish delivery times and we hold ourselves to them. If we miss an agreed delivery date by more than five business days through our own fault, you may cancel and receive a full refund of any amount paid for work not yet delivered.

Delay caused by waiting for your text, photographs, feedback or account access does not count. We tell you in writing when the clock is paused for that reason, so there is no ambiguity later.

7.What is not refundable

• Domain registration and renewal fees. These are paid immediately to the registrar and cannot be recovered. The domain remains registered in your name and stays yours.
• Third-party licences bought for your project — stock photography, premium fonts, paid plugins — once purchased on your instruction.
• Care Plan months already used. See section 8.
• Work completed under an approved change request that goes beyond the original scope, once delivered.
• Google Business Profile setup once the profile has been created and verified.

Where an order includes both refundable and non-refundable items, we itemise them on the invoice so you can see the split before paying.

8.Care Plan subscriptions

• Cancel at any time. Email us and we cancel — there is no notice period, no cancellation fee, and no requirement to explain.
• Cancellation takes effect at the end of the period you have already paid for. Hosting, backups and support continue until that date.
• Monthly plans: part-used months are not refunded, because the service was available to you throughout.
• Annual plans: refunded pro-rata for each whole unused month remaining.
• Within 14 days of your first ever Care Plan payment, you may cancel for a full refund if you have not requested any content changes.
• On cancellation we provide a complete copy of your website files so you can host them elsewhere. We do not hold files or domains as leverage.

9.How to request a refund

Send an email to support@unionwebstudio.com with “Refund request” in the subject line, including:

• The name and business the order was placed under.
• The invoice number or the date and amount of payment.
• Which section of this policy you are relying on, and a short description of the reason.

We acknowledge every refund request within 2 business days and give you a decision within 5 business days. If we need more information, we ask for it in that first reply rather than stringing the process out.

There is no form to fill in, no phone queue, and no requirement to speak to a “retention” department. Email is enough.

10.How long refunds take

Approved refunds are issued within 5 business days of approval, back to the original payment method through Stripe.

After we issue it, your bank or card provider decides how quickly the money appears on your statement. This is typically 5 to 10 business days, and occasionally longer for international cards. That part is outside our control, but you can ask us for the Stripe refund reference and show it to your bank.

Refunds are made in the original currency, USD. If your card was charged in another currency, the amount you receive may differ slightly because of exchange rate movement between the payment and the refund. We cannot compensate for exchange rate differences.

11.Chargebacks

We have never refused a refund that was due under this policy, and we do not intend to start. If you believe you are entitled to money back, tell us and we will deal with it.

Where a chargeback is raised for an order that was delivered as agreed, we will respond to the payment provider with the written scope, the delivery record and our correspondence.

12.Your statutory rights

Nothing in this policy limits any right you have under the consumer protection law of your own country. Where local law grants you a stronger right than this policy — for example a statutory cooling-off period for distance contracts — that stronger right applies.

This policy forms part of our Terms of Service. Where the two differ on a refund question, this policy prevails.

Refund contact