At The Website Makeover, a division of Metrix Marketing, we provide custom digital services including website design, development, hosting, SEO, AI-assisted content, maintenance, and related marketing services.
Due to the custom and digital nature of our work, this Refund & Cancellation Policy explains how cancellations, refunds, deposits, subscriptions, and project terminations are handled.
1. General Refund Policy
Most services provided by The Website Makeover are custom, digital, time-based, or immediately consumed once work begins. Because of this, refunds are generally not available after a project or service has started.
By purchasing our services, you acknowledge that development time, creative work, setup work, strategy, software configuration, AI-assisted production, research, planning, and consulting hours carry immediate value and may not be recoverable once initiated.
2. Website Design & Development Services
2.1 Deposits
A deposit is required before work begins on most website projects.
Once project work has started, deposits become non-refundable.
Project work may include, but is not limited to:
- Strategy and planning
- Research
- Sitemap development
- Wireframing
- Mockups
- Design work
- AI-assisted generation
- Development setup
- Plugin configuration
- Content formatting
- Copywriting
- Technical setup
2.2 Cancellation Before Work Begins
If you cancel a project before any work has started, you may be eligible for a partial refund less:
- Payment processor fees
- Administrative costs
- Software licensing costs already incurred
- Third-party setup fees
2.3 Cancellation After Work Begins
If a project is canceled after work has started:
- Deposits are non-refundable
- Completed work remains billable
- Additional outstanding balances for completed work may still be due
- Access to unfinished work, staging environments, drafts, mockups, or development files may be restricted until invoices are paid
We reserve the right to retain partially completed work until outstanding balances are resolved.
3. Revision Policy
Most projects include revisions within the agreed scope.
Refunds will not be issued because of:
- Changes in personal taste or preference
- Requests for redesigns outside the approved direction
- Delayed feedback causing timeline extensions
- New requirements introduced mid-project
- Competitor-inspired redesign requests after approvals
- AI-generated content preferences after approval
If revisions become excessive or significantly expand the scope of work, additional fees may apply.
4. Content & Copywriting Services
Copywriting, AI-assisted content creation, SEO content, content refreshes, blog writing, and optimization services are non-refundable once drafting or production begins.
Clients are responsible for reviewing and approving all final copy prior to publication.
We do not guarantee:
- Search engine rankings
- AI search visibility
- Traffic increases
- Lead generation results
- Conversion improvements
- Revenue outcomes
5. SEO, AEO, GEO & Marketing Services
SEO, AEO, GEO, CRO, advertising, optimization, and marketing-related services are non-refundable once work or campaign activity begins.
Search algorithms, AI discovery systems, ad platforms, and ranking systems are outside our control. As a result, no guarantees are made regarding rankings, visibility, traffic, leads, or business performance.
Ongoing services may require written cancellation notice prior to the next billing cycle.
6. Hosting & Maintenance Subscriptions
Hosting, maintenance, care plans, support retainers, and recurring subscriptions may be canceled at any time unless otherwise stated in writing.
However:
- No prorated refunds are provided for partially used billing periods
- Monthly fees already charged are non-refundable
- Failure to pay recurring invoices may result in website suspension, restricted access, or service termination
Clients are responsible for maintaining active hosting and licensing if they wish to keep their website operational and secure.
7. Third-Party Fees & Software
Refunds are not available for third-party expenses already incurred on your behalf, including:
- Domain registrations
- Hosting purchases
- Premium plugin licenses
- Stock photography
- Fonts
- API usage
- SaaS subscriptions
- Automation tools
- Advertising spend
- Email platforms
- Booking software
- CRM subscriptions
These services are governed by their own third-party refund policies.
8. Client Delays & Abandoned Projects
Projects may be considered abandoned if communication, approvals, feedback, or required materials are not provided within a reasonable timeframe.
If a project becomes inactive for more than 30 days:
- We may pause work
- Timelines may be reset
- Additional restart fees may apply
- Original pricing may no longer be guaranteed
No refunds will be issued for abandoned or stalled projects.
9. Chargebacks & Payment Disputes
Initiating a chargeback or payment dispute without first contacting us to resolve the issue may result in:
- Immediate suspension of services
- Removal of hosted websites
- Revocation of access
- Collection activity
- Legal action where appropriate
We reserve the right to provide project files, approvals, invoices, communications, screenshots, and records to payment processors or financial institutions in response to disputes.
10. Refund Processing
If a refund is approved:
- Refunds are processed within 10–15 business days
- Refunds are returned to the original payment method where possible
- Processing delays caused by banks, Stripe, PayPal, or financial institutions are outside our control
11. Exceptions
Refunds will not be issued for:
- Completed work
- Approved work
- Subjective dissatisfaction after approvals
- Delays caused by the client
- Scope changes introduced after project approval
- Third-party platform issues
- Hosting downtime outside our control
- Search engine ranking fluctuations
- AI-generated output preferences
- Plugin or software compatibility issues caused by third-party updates
- Business performance expectations not being met
12. Project Termination by Us
We reserve the right to terminate projects or services without refund if:
- Payments are overdue
- Abuse or harassment occurs
- Fraudulent or illegal activity is suspected
- These policies or our Terms of Use are violated
- Required materials are never provided
- Communication repeatedly breaks down
Any completed work up to the termination date remains billable.
13. Changes to This Policy
We may update this Refund & Cancellation Policy periodically without prior notice.
The latest version will always be available on our website.
Continued use of our services constitutes acceptance of the updated policy.
14. Contact Information
The Website Makeover
A division of Metrix Marketing
