1. Overview
At FESWEBLTD, we strive to deliver exceptional digital services that meet and exceed your expectations. This Refund Policy outlines the terms and conditions under which refunds may be provided for our subscription services and project-based work.
We believe in fair and transparent business practices, and this policy is designed to protect both our clients and our business interests.
2. Subscription Service Refunds
2.1 14-Day Money-Back Guarantee
We offer a 14-day money-back guarantee for new subscribers to our services, provided that:
- The refund request is made within 14 days of the initial subscription
- No substantial work has been delivered or completed
- No more than 2 hours of consultation time has been used
- The request is made in writing via email or our contact form
2.2 Partial Service Refunds
If work has commenced but not been completed within the 14-day period, refunds will be calculated as follows:
- Full subscription fee minus completed work at hourly rates
- Consultation time charged at £150 per hour
- Design work charged at £75 per hour
- Development work charged at £100 per hour
2.3 Mid-Subscription Cancellations
For subscriptions cancelled after 14 days:
- No refunds for the current billing period
- Service continues until the end of the paid period
- Automatic renewal will be cancelled
- All completed work remains the property of the client
3. Project-Based Work Refunds
3.1 Fixed-Price Projects
For one-time projects with fixed pricing:
- 50% refund available if cancelled before design phase begins
- 25% refund available if cancelled during design phase
- No refund available once development phase begins
- Completed milestones are non-refundable
3.2 Hourly Rate Projects
For projects billed at hourly rates:
- Clients pay only for completed work hours
- Unused retainer amounts are fully refundable
- Work in progress will be billed for the time spent
4. Non-Refundable Circumstances
Refunds will not be provided in the following situations:
- Client dissatisfaction with completed work that meets agreed specifications
- Change of mind or business direction after work has commenced
- Failure to provide necessary content, feedback, or approvals
- Breach of our Terms of Service by the client
- Third-party costs already incurred (hosting, domains, licenses)
- Work delivered and accepted by the client
- Services used for more than 30 days
5. Refund Process
5.1 How to Request a Refund
To request a refund, please follow these steps:
- Contact us within the applicable refund period
- Provide your account details and subscription information
- Clearly state the reason for your refund request
- Allow up to 5 business days for review and response
5.2 Refund Processing
Approved refunds will be processed as follows:
- Credit card refunds: 5-10 business days
- Bank transfers: 3-5 business days
- PayPal refunds: 1-3 business days
- Other payment methods: Up to 14 business days
5.3 Refund Confirmation
You will receive email confirmation when:
- Your refund request is received and being reviewed
- Your refund is approved or denied
- Your refund has been processed and sent
6. Dispute Resolution
6.1 Good Faith Resolution
We are committed to resolving any issues through direct communication and good faith negotiation before considering formal dispute procedures.
6.2 Escalation Process
If you are unsatisfied with our refund decision:
- Request a review by our management team
- Provide additional documentation if available
- Participate in mediation if mutually agreed upon
- Seek resolution through appropriate legal channels
7. Quality Guarantee
While refunds may not always be available, we stand behind the quality of our work:
- All deliverables will meet agreed-upon specifications
- We provide warranties for technical issues (30-90 days depending on service)
- Bug fixes and corrections are provided at no additional cost
- We offer revision rounds as specified in each service plan
8. Third-Party Services
Some services may involve third-party providers (hosting, domains, licenses):
- Third-party fees are non-refundable
- Refund policies of third-party providers apply
- We will assist in coordinating refund requests when possible
- Client owns accounts and relationships with third-party providers
9. Modification of Policy
This refund policy may be updated periodically. Changes will:
- Be posted on our website with the updated date
- Be communicated to active subscribers via email
- Apply to new subscriptions and projects after the effective date
- Not affect existing agreements unless mutually agreed upon
10. Contact Information
For refund requests or questions about this policy, please contact us:
Response Time: We aim to respond to all refund requests within 2 business days and provide resolution within 5 business days.