There are no refunds for services already rendered. I take pride in my work and make sure things are done right the first time, however if you do find that there was a mistake made, I'll be happy to correct it for you.
If you have pre-paid hourly services for the use of live training, or any other purpose, those hours were discounted at the time they were sold to you. If you have started to use those services, that purchase is not eligible for a refund for any reason. Refunds on discounted pre-paid hours are only possible if you have not used any of the time in that package. Any refunds granted will be subject to a 15% service fee.
Website Design Services
Website packages are generally not refundable once work starts, however if a refund is granted, any work done on the site will be billed at my full $35/hr service fee and will be deducted from the refund along with a 15% service fee.
Any website package paid for, but has not had work started may be refunded within 14 days. Any refunds granted will be subject to a 15% service fee.
Web hosting is generally provided by me for some clients as an annual cost. This is generally not refundable but you can cancel the annual plan with me and you will not be billed for more hosting after your billing period has ended. You will need to relocate your website(s) to another hosting service before the subscription period is over. I will not be responsible for any lost data due to hosting expiration. All data is deleted from hosting accounts within 15 days of their expiration.
If a refund is granted, it will only be given as an account credit towards other services. If I do honor a refund it will be pro-rated along with a 15% service fee.
Payments for anything else
From time to time I may take payment for other things such as web hosting, 3rd party software, or something else. Those are generally not refundable, however if I do process a refund, it will be subject to a 15% service fee.
Why I charge a 15% service fee for any refunds
Refunds are things that most businesses online try to avoid, however in some cases it is necessary.
The card processors I use (Stripe and Paypal) do not refund transaction fees to their merchants when refunds are made. It also takes time to reply to your emails and actually process the refund. The 15% service fee covers that time, as well as some of the transaction fees that are not refunded back to us when issuing a refund. As I am a very small business, I'm unable to eat the costs of all those fees.
If I charged you $100 and the fee from Stripe or Paypal was $4, I would pay the $4 fee when you send me money, so the amount I actually get would be $96. Now if I were needing to refund you that entire amount, I would have to send you $100 when I only got $96. So my total cost for your transaction is actually $8 because I lose $4 when you pay me, and then lost another $4 when I refund you. This is not actual figure but just a sample of how the fees work on my end. This part of the reason why I charge a 15% service fee when any refunds are made.
Some larger agencies are happy to eat all those fees and take them out of their profits. Maybe one of these days I'll be able to do that, but at this time I can not do so without raising my pricing for everyone.
The other reason I charge this fee is to cover my time assisting you with the sale, as well as assisting with processing the refund. This is time I will not get back to help other clients.
If you prefer to have a refund as an account credit, the 15% service fee will not apply and you can use those funds towards another purchase anytime in the future.