Refund Policy
Last Updated: April 18, 2025
At Sitemasons, we value transparency, integrity, and client satisfaction. This Refund Policy outlines how payments, deposits, cancellations, and refund requests are handled across all our services. Our goal is to provide clarity and build mutual trust, ensuring both parties understand their rights and responsibilities throughout the service engagement.
By entering into a service agreement with us or using any of our services, you agree to this Refund Policy.
1. Service Engagement & Upfront Payment
Before starting any project, we initiate a structured onboarding process to ensure clarity, alignment, and readiness. This includes:
An initial consultation or discovery meeting
Project scope definition and proposal
Agreement on timelines, goals, and deliverables
Signing of a formal service contract
Once the terms are agreed upon, we require a 20% upfront payment as a non-binding advance to officially begin the project. This payment is collected upon contract signing and enables us to allocate resources, begin planning, and initiate the work phase.
No project work officially begins until the 20% deposit has been received.
2. Refund Eligibility
We understand that circumstances may change, and clients may need to cancel or postpone their projects. Our refund policy is designed to be fair, balancing the need to protect our time and effort with your right to change your mind.
a. If You Cancel Before Project Work Begins
If you cancel the project before any active design, development, or strategy work has started, you are eligible for a full refund of the 20% advance. We will process the refund within 7 business days of receiving your written cancellation request.
b. If You Cancel After Work Has Started
If project work has already started (including but not limited to research, planning, wireframes, design drafts, development setup, or consultations), the 20% advance is non-refundable. This is to cover the time and resources already invested.
However, in special cases, we may choose — at our sole discretion — to offer a partial refund depending on the stage of work and how much has been completed at the time of cancellation.
3. No Refunds for Completed Work
Once a milestone or project has been completed and delivered as per the approved scope, no refunds will be issued. You are encouraged to review the deliverables thoroughly and communicate any concerns during the development or revision stages so that adjustments can be made in real-time.
If your project is completed to spec and within scope, but you’re dissatisfied with the results due to a change of mind, branding shift, or subjective expectations, refunds will not be applicable.
4. Delays or Inactivity from Client Side
Timely communication and feedback are essential to a successful project. If a project is delayed or paused due to client-side inactivity (such as delayed approvals, missed communication, or unavailable assets) for more than 30 days, we may:
Mark the project as “On Hold”
Reschedule the remaining work based on team availability
Request additional fees if the scope or effort needs to be re-evaluated
In such cases, no refunds will be issued for the initial deposit or completed work. We will always try to resume the project professionally, but extended inactivity impacts planning and scheduling.
5. Exceptional Circumstances
We strive to be understanding and flexible where reasonable. Refunds outside of this policy may be considered in exceptional circumstances, such as:
Billing errors (e.g., duplicate charges)
Proven fraud or unauthorized payments
Major project failure on our part (extremely rare but addressed case by case)
All such situations will be reviewed individually, and refunds — if approved — will be processed within 7 business days.
6. Platform or Subscription-Based Services (Future-Proofing)
If in the future we offer subscription-based features or platform access (e.g., hosting, dashboards, or digital tools), those services may have separate refund terms, such as:
No refunds for partial months of service
Cancellation effective at end of billing cycle
Refunds only for technical service disruptions caused directly by us
We will clearly state such terms alongside the launch of those services and give you the option to review and accept them separately.
7. How to Request a Refund
To initiate a refund request, please email us at: 📧 hello@sitemasons.com
Subject Line: Refund Request – [Your Name/Project Name]
Please include the following details:
Your full name
Project name or invoice number
Reason for cancellation or refund request
Any relevant documentation or screenshots
We will review your request and respond within 3 business days, followed by processing within 7 business days if approved.
8. Payment Gateways and Refund Timeline
All refunds will be processed via the same method used for the original payment, unless otherwise agreed upon. Depending on your bank or payment provider, refunds may take an additional 3–7 business days to appear in your account.
Sitemasons is not responsible for delays caused by banks, card processors, or third-party platforms.
9. Changes to This Policy
We may update or modify this Refund Policy from time to time based on business needs or service expansions. If we make significant changes, we will post the revised version on our website with a new effective date.
Your continued use of our services after such changes constitutes your acceptance of the updated terms.
If you have any questions about this Refund Policy or need help understanding how it applies to your situation, please reach out: 📧 Email: hello@sitemasons.com