Refund & Cancellation Policy
Document ID: WBL-POL-RCP-v1.0 Effective Date: [DATE] Last Revised: 2026-02-19 Applies To: All Webility clients — web design, branding, AI automation, maintenance, and hosting services.
1. Introduction
This Refund & Cancellation Policy ("Policy") sets out the terms under which Webility ("Agency", "we", "us") will accept project cancellations and process refunds. It applies to all services provided by the Agency and is incorporated by reference into all Statements of Work (SOW) and the Master Service Agreement (MSA).
We are committed to delivering excellent work and resolving disputes fairly. This Policy is designed to protect both the Client and the Agency, and to ensure clarity on expectations from day one.
By signing a Statement of Work with Webility, the Client agrees to the terms of this Policy.
2. Our Billing Structure
Understanding our billing structure is essential to understanding how refunds and cancellations are handled:
| Stage | What It Means | Financial Consequence |
|---|---|---|
| Deposit | Paid at contract signing, before work begins | Non-refundable (see Section 4) |
| Milestone Payments | Paid upon completion of defined project phases | Non-refundable for completed phases |
| Final Payment | Paid before final delivery or go-live | Required; non-refundable |
| Retainer Billing | Monthly for ongoing maintenance/hosting | Governed by Section 7 |
Most projects follow a 50% deposit + milestone-based payment model. Deposits exist because we immediately allocate resources, personnel, and calendar time to your project upon signing.
3. Deposits
3.1 Deposit Requirement
All project engagements require a non-refundable deposit of at minimum fifty percent (50%) of the total project fee as stated in the SOW, due before any work begins. Some project types may require a higher deposit percentage as noted in the SOW.
3.2 Why Deposits Are Non-Refundable
The deposit is non-refundable because it compensates the Agency for:
(a) Turning away other client opportunities to reserve capacity for your project; (b) Discovery, research, strategy, and planning work performed immediately after signing; (c) Initial design or architecture work — even if not yet delivered to the Client; (d) Administrative costs including project setup, contract processing, and onboarding.
3.3 Deposit Application
The deposit is applied as a credit toward the total project fee. It is not an additional charge.
4. Project Cancellation
4.1 Cancellation by the Client
The Client may cancel a project at any time by providing written notice to the Agency via email. Cancellation is effective upon the Agency's written acknowledgment.
Upon cancellation by the Client, the following fees apply:
| Cancellation Timing | Amount Owed by Client |
|---|---|
| Before kickoff meeting (within 3 business days of signing) | Deposit only (minimum 25% of total fee) |
| After kickoff but before any deliverable submitted | Full deposit (50% of total fee) |
| After first deliverable submitted | Deposit + payment for all phases completed or in progress |
| Mid-project (after 2+ deliverables accepted) | All payments received to date are retained; payment due for work in progress |
| After final deliverable accepted | Full project fee — no refund |
"In progress" means any work that has been started but not yet formally delivered, including internal research, design exploration, development tasks, or any billable time logged by the Agency.
4.2 Calculation of Work Completed
For any phase not covered by a fixed milestone payment, the Agency shall calculate the value of work completed as follows:
- Fixed-price phases: The full phase payment is owed if the phase has been started.
- Hourly work: Billable at the contracted hourly rate for all time logged.
- Partially completed phases: Assessed by the Agency and documented in a final invoice, calculated proportionally to the phase completion percentage.
The Agency will provide the Client with a written breakdown of work completed at the time of cancellation.
4.3 Client Obligations Upon Cancellation
Upon cancellation, the Client must:
(a) Pay any outstanding balance per the schedule in Section 4.1 within fifteen (15) days of cancellation notice; (b) Return or confirm destruction of any Agency Confidential Information; (c) Cease claiming any ownership of Deliverables for which full payment has not been received (per MSA Section 5.4).
4.4 Delivery of Work Product Upon Cancellation
Subject to the Client's payment of all amounts owed:
- The Agency will deliver all completed Deliverables as defined in the SOW up to the cancellation date.
- Work in progress (not yet formally submitted) may be delivered at the Agency's discretion.
- The Agency retains all work product until all outstanding balances are paid in full.
- IP transfer follows the conditions in MSA Section 5.4 (full payment required).
5. Cancellation by the Agency
5.1 Agency's Right to Cancel
The Agency reserves the right to cancel a project in the following circumstances:
(a) Non-payment: The Client fails to pay any invoice within 15 days of its due date and fails to cure the default within 7 days of written notice; (b) Material breach: The Client materially breaches the MSA or SOW and fails to cure within 15 days of written notice; (c) Client misconduct: The Client behaves in an abusive, threatening, or unlawful manner toward Agency personnel; (d) Project abandonment: The Client has failed to respond or provide required materials for more than 30 consecutive calendar days despite written notice; (e) Irreconcilable direction changes: The Client repeatedly changes the project direction in ways that make completion impractical or economically unviable; (f) Illegal or unethical use: The Agency determines the Deliverables would be used for unlawful, deceptive, or harmful purposes.
5.2 Refunds on Agency-Initiated Cancellation
If the Agency cancels the project without cause (i.e., not due to Client breach or any of the circumstances in Section 5.1):
- The Agency will refund any payments received for work not yet started or in progress.
- Work completed and delivered will be retained by the Agency as compensation.
- The Agency will deliver all completed Deliverables to the Client.
If the Agency cancels due to Client breach or Client-caused circumstances (Section 5.1):
- The Agency retains all payments received to date as compensation for work performed and opportunity costs.
- No refund will be issued unless the Agency, at its sole discretion, determines a partial refund is warranted.
6. Refund Eligibility
6.1 When Refunds May Be Issued
Refunds are available only in limited circumstances:
| Situation | Refund Available |
|---|---|
| Deposit paid, cancellation within 3 business days of signing, before any work begins | Partial refund: amount paid minus 25% cancellation fee |
| Payment made for a milestone that the Agency demonstrably failed to complete | Refund of that milestone payment |
| Duplicate payment / billing error | Full refund of duplicate amount |
| Agency-initiated cancellation without cause | Refund of amounts for work not yet started |
6.2 When Refunds Are Not Available
No refund will be issued in the following circumstances:
- The deposit (except as provided in Section 6.1 for early cancellation)
- Payments for deliverables that have been submitted — whether accepted, in revision, or pending Client review
- Payments for phases that have been completed, even if the final project is not delivered due to Client cancellation
- Client dissatisfaction with subjective creative decisions where the deliverables were completed in accordance with the approved brief
- Client failure to provide timely feedback, materials, or approvals that caused delays or project failure
- Change of business direction, budget, or priorities by the Client after project commencement
- Third-party costs already incurred on the Client's behalf (stock assets, licenses, platforms, etc.)
6.3 Creative Dissatisfaction
The Agency's goal is your satisfaction. Our revision process (defined in the SOW) is specifically designed to align with your vision before final acceptance. We do not issue refunds based solely on creative preference after the revision rounds have been exhausted, the deliverable has been accepted, or the Client failed to engage during the revision process.
If you are dissatisfied with work in progress, please raise your concerns early. We will always work to find a resolution.
7. Maintenance, Retainer & Hosting Cancellations
7.1 Cancellation Notice
Ongoing retainer services (website maintenance, hosting, AI monitoring, etc.) may be cancelled by the Client with thirty (30) days' written notice prior to the next billing date.
- Cancellations received with less than 30 days' notice will result in the next billing cycle being charged.
- No partial-month refunds are issued for mid-cycle cancellations.
7.2 Pre-Paid Plans
If the Client has pre-paid for a multi-month or annual plan:
- Cancellation within the first 30 days of the plan: refund of unused months at the monthly rate.
- Cancellation after 30 days: no refund. The service continues through the pre-paid period.
7.3 Effect of Cancellation on Hosted Services
Upon cancellation of a hosting or maintenance retainer:
(a) The Agency will provide a 30-day transition period during which the Client may migrate their assets; (b) After the transition period, the Agency may take the hosted service offline; (c) The Agency is not responsible for data loss if the Client fails to migrate within the transition period; (d) Backups, if held by the Agency, may be provided to the Client upon request during the transition period.
8. Refund Request Process
To request a refund or initiate a cancellation:
- Submit in writing: Send a written request to legal@webility.local with the subject line:
Cancellation / Refund Request — [Project Name / SOW Number] - Include: Your name, company name, project name, SOW reference number, reason for cancellation, and the amount of refund requested (if applicable).
- Acknowledgment: The Agency will acknowledge receipt within 2 business days.
- Review: The Agency will review the request against this Policy and the applicable SOW within 10 business days.
- Resolution: The Agency will communicate its decision in writing, including a breakdown of any amounts owed or refundable.
- Refund Processing: Approved refunds will be processed within 15 business days of the written decision via the original payment method where possible.
9. Dispute Resolution
If the Client disagrees with the Agency's decision on a refund or cancellation, the Parties shall follow the Dispute Resolution process outlined in Section 16 of the Master Service Agreement:
- Good faith negotiation between senior representatives (15 business days)
- Non-binding mediation (if negotiation fails)
- Arbitration or litigation as a last resort
The Agency is committed to fair resolution and will engage in good faith at every step.
10. Chargebacks & Payment Disputes
The Client agrees to contact the Agency directly to resolve payment disputes before initiating a chargeback with their bank or credit card provider. Initiating a chargeback without first attempting resolution constitutes a material breach of this Policy and the MSA, and may result in:
(a) Immediate suspension of all Agency services; (b) The Client becoming liable for chargeback processing fees, dispute fees, and any legal costs incurred by the Agency in defending the chargeback; (c) Referral of the matter to a collections agency or legal counsel.
11. Amendments
The Agency reserves the right to update this Policy at any time. Changes are effective for new SOWs signed after the update date. Existing contracts are governed by the version of this Policy in effect at the time of signing.
12. Contact
For questions about this Policy, contact:
Webility Email: legal@webility.local Website: webility.local
Disclaimer: This Policy is for informational purposes and is incorporated into all Webility client contracts. It does not constitute legal advice. Webility recommends that both parties seek independent legal advice when entering into high-value engagements.
Webility — WBL-POL-RCP-v1.0 | Effective [DATE]