Refund Policy

Effective Date: January 1, 2025
Last Updated: January 1, 2025

1. General Refund Policy

No Refunds After Work Begins

Once design and development work has commenced on your project, no refunds will be issued. This policy exists because:

• Each website is custom-designed specifically for your business
• We invest significant time and creative resources from the moment work begins
• Custom code cannot be "returned" or resold like physical products
• Design concepts and code developed for your project have no value to other clients

When Work is Considered to Have Begun

Work is considered to have begun when any of the following occur:

• Initial design concepts or wireframes are created
• Code development starts on your project
• Research and planning specific to your project begins
• Client consultation and requirement gathering meetings are conducted

2. Limited Refund Exceptions

While our general policy is no refunds after work begins, we may consider refunds in the following exceptional circumstances:

Pre-Work Cancellation (48 Hours)

Full refund available if you cancel your order within 48 hours of payment AND before any work has begun on your project. To qualify:

• Cancellation request must be submitted in writing to contact@oxstr.com
• No design concepts, wireframes, or code development can have started
• No project consultation meetings can have taken place
• Refund will be processed within 5-10 business days via the original payment method

Technical Impossibility

Partial or full refund may be issued if we determine that your project requirements cannot be technically achieved as specified, despite good faith efforts. This includes:

• Technical requirements that prove impossible with current web standards
• Third-party integration requirements that cannot be fulfilled
• Platform limitations that prevent project completion

OXSTR Non-Performance

Full refund available if we fail to deliver your project within 60 days of the agreed start date due to our fault, excluding delays caused by:

• Client delays in providing required materials or feedback
• Changes in project scope or requirements
• Force majeure events beyond our control
• Client non-responsiveness for more than 14 days

3. Additional Services Refund Policy

Professional Hosting Setup ($149)

• Refundable if setup cannot be completed due to technical issues on our end
• Not refundable once hosting is successfully configured and live
• Not refundable if cancellation is due to client's change of hosting provider preference

Ongoing Maintenance & Support ($39/month)

• Cancel anytime with no penalty - no refunds for partial months
• No setup fees - you only pay for months of active service
• Prorated refunds not available for unused portions of paid months
• Service continues until the end of the paid billing period after cancellation

4. What You Receive Instead of Refunds

While refunds are generally not available, we are committed to your satisfaction through:

Included Revisions

• Starter Package: 1 comprehensive revision round
• Business Package: 2 comprehensive revision rounds
• Premium Package: 3 comprehensive revision rounds

Quality Guarantee

• Professional, clean code that meets web standards
• Responsive design that works on all devices
• SEO-ready structure and optimization
• Cross-browser compatibility testing
• 30 days of post-delivery technical support

Alternative Solutions

If you're unsatisfied with the initial delivery, we will work with you to:

• Address specific concerns through additional revisions (additional fees may apply)
• Modify the project scope to better meet your needs
• Provide alternative design approaches
• Offer credit toward future services or upgrades

5. Refund Request Process

If you believe you qualify for a refund under this policy, please follow these steps:

Step 1: Contact Us

• Email your refund request to contact@oxstr.com
• Include your full name, project details, and order number
• Clearly explain why you believe you qualify for a refund
• Provide any supporting documentation

Step 2: Review Process

• We will review your request within 3 business days
• We may request additional information or clarification
• We will provide a written response with our decision
• If approved, refund timeline will be communicated

Step 3: Refund Processing

• Approved refunds are processed within 5-10 business days
• Refunds are issued to the original payment method
• Stripe processing fees are non-refundable
• You will receive email confirmation when the refund is processed

6. Dispute Resolution

Internal Resolution

Before pursuing external dispute resolution, we encourage you to:

• Communicate your concerns directly with our team
• Allow us the opportunity to address issues through revisions or adjustments
• Work with us to find mutually acceptable solutions

External Dispute Resolution

If internal resolution fails, disputes may be resolved through:

• Payment Processor: You may file a dispute with Stripe if payment was processed recently
• Mediation: Professional mediation through a neutral third party
• Arbitration: Binding arbitration in Washington State (as outlined in our Terms & Conditions)

7. Chargeback Policy

Chargeback Consequences

If you initiate a chargeback with your credit card company instead of working with us directly:

• We will provide evidence of service delivery to your card issuer
• All project files and access will be immediately suspended
• We reserve the right to pursue collection of legitimate charges
• Future service relationships may be terminated

Preferred Resolution

We strongly prefer to resolve issues directly with you before chargebacks are initiated. This allows us to:

• Better understand and address your specific concerns
• Provide alternatives that may better meet your needs
• Maintain a positive business relationship
• Avoid unnecessary fees and complications

8. Force Majeure and Extraordinary Circumstances

In cases of extraordinary circumstances beyond our control that prevent project completion, we will:

• Notify you promptly of the situation
• Provide updates on resolution timelines
• Offer project deferral until circumstances resolve
• Consider partial refunds based on work completed

Extraordinary circumstances may include but are not limited to:

• Natural disasters affecting our operations
• Major technology platform failures
• Government regulations that prevent service delivery
• Health emergencies affecting our team

9. Client Change of Mind

No Refunds for Change of Mind

Refunds are not available for the following reasons:

• Change in business direction or strategy
• Decision to use a different web design approach
• Budget constraints that develop after purchase
• Preference for a different designer or company
• Timeline changes that no longer suit your schedule
• Dissatisfaction with design style (within scope of original requirements)

What We Recommend Instead

If you're having second thoughts about your project:

• Communicate early: Contact us immediately to discuss concerns
• Explore alternatives: We may be able to adjust the project scope
• Consider pausing: We can pause work for up to 30 days if needed
• Future credit: In some cases, we may offer credit toward future services

10. Third-Party Service Refunds

Services We Don't Control

We cannot provide refunds for third-party services, including:

• Domain registration fees
• Hosting service charges (after setup is complete)
• Third-party software licenses
• Stock photography or asset licenses
• Email service subscriptions

Third-Party Refund Policies

For refunds related to third-party services:

• Contact the service provider directly
• Review their specific refund policies
• We can assist with documentation if needed
• Each provider has different terms and conditions

11. Partial Refunds

When Partial Refunds May Apply

In very limited circumstances, we may consider partial refunds:

• If we cannot complete the full scope due to technical limitations
• If you downgrade your package requirements early in the process
• If we mutually agree to reduce project scope significantly

Partial Refund Calculation

When applicable, partial refunds are calculated based on:

• Work completed versus total project scope
• Time invested in planning and development
• Resources allocated to your project
• Any deliverables already provided

12. Refund Processing Details

Processing Timeline

• Review period: 3-5 business days to review and approve
• Processing time: 5-10 business days after approval
• Bank processing: Additional 3-5 business days depending on your bank
• Total timeline: Up to 20 business days from request to account credit

Refund Method

• Refunds are issued to the original payment method only
• Credit card refunds appear as credits on your statement
• PayPal refunds are processed through PayPal
• We cannot issue refunds to different cards or accounts

Non-Refundable Fees

• Stripe processing fees (typically 2.9% + $0.30)
• International transaction fees
• Currency conversion fees
• Any fees imposed by your bank or card issuer

13. Customer Satisfaction Commitment

While our refund policy is strict due to the custom nature of our services, we are committed to your satisfaction through:

Quality Assurance

• Thorough testing before delivery
• Multiple revision opportunities
• Professional code standards
• Responsive design guarantee

Ongoing Support

• 30 days of post-delivery technical support
• Bug fixes for any issues present at delivery
• Deployment assistance and guidance
• Clear documentation and training

Communication

• Regular project updates and check-ins
• Transparent feedback on progress
• Prompt responses to questions and concerns
• Clear explanation of decisions and recommendations

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will:

• Notify existing clients of material changes via email
• Update the "Last Updated" date at the top of this policy
• Apply the policy version that was active at the time of your purchase
• Honor more favorable terms if policy changes benefit customers

15. Legal Compliance

This Refund Policy complies with applicable consumer protection laws and regulations. If any provision conflicts with local laws, the law will prevail, and the rest of the policy remains in effect.

Consumer Rights

This policy does not affect your statutory consumer rights under applicable law. In some jurisdictions, you may have additional rights that cannot be waived by this policy.

16. Contact Information