Refund & Cancellation Policy

This Refund & Cancellation Policy applies to website build packages, Care Plans, add-ons, and other digital services supplied by SiteForge. It forms part of the Terms of Service.

Refund eligibility depends on the service purchased, whether work has begun, the value already delivered, and any non-recoverable third-party costs. Nothing in this Policy limits rights that cannot lawfully be excluded.

2.1 Cancellation before work begins. The 50% project deposit is refundable in full if the Client cancels in writing before the project kickoff and before SiteForge has begun discovery, planning, design, development, content preparation, or other project work.

2.2 Cancellation after work begins. Once work begins, the deposit becomes non-refundable because it reserves production capacity and covers the initial work undertaken. SiteForge will confirm the relevant commencement point from its project records.

2.3 Later milestones. The 40% design-approval milestone and 10% launch milestone are invoiced as the corresponding work becomes due. Amounts properly charged for completed or substantially completed work are non-refundable.

2.4 Undelivered work. If a project ends before all agreed work is delivered, SiteForge will assess the completed work, work in progress, reserved capacity, and committed costs. Any refund for an undelivered portion of a paid milestone may be provided pro rata at SiteForge’s reasonable discretion.

2.5 SiteForge cancellation. If SiteForge cancels a project for reasons not caused by the Client and cannot complete the agreed Services, SiteForge will refund fees paid for work that has not been performed.

3.1 Care Plans are billed monthly in advance and renew automatically. The Client may cancel at any time through the Stripe customer portal or by contacting SiteForge.

3.2 Cancellation takes effect at the end of the current paid billing period. Access to the Care Plan remains available until that date, and no further automatic charge is made after cancellation.

3.3 Fees for the current billing period are non-refundable, including where the Client does not use all available support or maintenance allowances. This does not affect any remedy available where SiteForge has materially failed to provide the paid service.

Domains, hosting, premium fonts, stock media, software licences, plugins, advertising spend, and other third-party products purchased or committed on the Client’s behalf are non-refundable once ordered, except where the relevant provider issues a refund. Any provider refund received for the Client will be passed on after deduction of unavoidable charges, if any.

Digital Deliverables that have been supplied, downloaded, transferred, published, or made available for use are not refundable merely because the Client changes its mind.

The Client should contact SiteForge before initiating a chargeback so that any concern can be investigated and resolved promptly. Card disputes are administered through Stripe and are subject to the card network’s procedures. SiteForge may provide the relevant Order, correspondence, approvals, invoices, delivery records, and usage evidence in response to a dispute.

An unjustified chargeback does not extinguish an amount lawfully due and may result in suspension of Services while the dispute is reviewed.

Send a written request to mouhannadnwilati@gmail.com with the Client name, payment email, invoice number, reason for the request, and any relevant supporting information. SiteForge aims to acknowledge requests within two business days and provide a decision within five business days, although complex matters may require additional time.

Approved refunds are issued through Stripe to the original card used for payment. Once processed, funds ordinarily appear within 5–10 business days, depending on the card issuer and banking network. SiteForge cannot redirect a refund to a different card or account.

Questions about cancellation or refund eligibility may be sent to mouhannadnwilati@gmail.com. SiteForge will consider each request consistently with this Policy, the applicable Order, and mandatory law.