Refund & Cancellation Policy

1. Overview

This policy explains when you can cancel a project or plan with Uxory LLC ("Uxory", "we", "us" or "our") and when you are entitled to a refund. It forms part of our Terms and Conditions. If your signed proposal or Project Agreement says something different about cancellation or refunds, the Project Agreement applies to that project.

We want every client to be happy with our work. If something is not right, please talk to us first; most problems can be fixed quickly.

Nothing in this policy affects any rights you have under consumer protection law that cannot be excluded.

2. Project deposits and milestone payments

Most projects start with a deposit, followed by milestone payments as set out in your Project Agreement. The deposit reserves time in our schedule and pays for the discovery, planning and early design work that begins straight away.

Canceling before work starts. If you cancel in writing before we have started any work on your project, including discovery and planning, we will refund your deposit in full.
Deposit after work starts. Once work has started, the deposit is non-refundable, except under the website satisfaction guarantee below.
Completed milestones. Payments for milestones we have delivered and you have accepted are non-refundable.
Milestones in progress. If you cancel while a milestone is in progress and you have already paid for it, we charge for the work done on it (based on time spent, at the rates in your Project Agreement) and refund the rest of that payment. Payments made in advance for milestones we have not started are refunded in full.
Change requests and extra work you approved are charged as they are performed and are non-refundable once done.
Third-party costs we paid for your project with your approval, such as domains, licenses, stock images, app store fees or paid services, cannot be refunded by us. Anything bought in your name remains yours.

If a project is on hold for more than 60 days because we are waiting for your content, approvals, access or payment, we may, after telling you in writing, treat it as canceled by you, and the rules above apply.

If we cancel a project for any reason other than your breach of our Terms (such as non-payment), we will refund any amounts you paid for work we have not performed and hand over the work completed so far.

3. Website satisfaction guarantee

Our website development packages come with a 100% money-back guarantee: if you are not happy, you do not pay. This is how it works:

The guarantee applies to the website design and development packages on our Website Development page. It does not apply to custom software, web apps, mobile apps, AI and automation projects, or hosting and maintenance plans, unless your proposal says it does.
If you are not satisfied with the website we design for you, tell us in writing before you approve the final design or ask us to put the site live, whichever happens first.
We will ask what is not working and offer to put it right within the revision rounds included in your package. If you are still not satisfied, we will refund the fees you have paid us for that website project in full, and the project ends.
The refund covers the fees you paid to us. Costs you paid directly to third parties, and items bought in your name that you keep (such as a domain), are not fees paid to us and are outside the guarantee.
After a refund under the guarantee, the designs, code and content we created for the project remain ours, and you may not use them.
Once you have approved the final design or the website has gone live, the guarantee no longer applies. Any later issues are handled as fixes or change requests under our Terms.
The guarantee applies once per client.

4. Hosting and maintenance plans

You can pause or cancel your plan at any time by emailing us.
A cancellation takes effect at the end of your current billing period, whether monthly or yearly. Your services continue until then, and you will not be charged again.
We do not refund a billing period that has already started, including the unused part of a yearly plan, unless the law requires it.
The one-time setup fee for sites we did not build is non-refundable once the setup work has been carried out.
If we end your plan for any reason other than your breach of our Terms, we will refund the unused part of the period you paid for.
If you were charged by mistake, for example a duplicate payment, we will refund the full amount.
Before your plan ends, we will help you move your website and data to another provider. Please let us know early.

5. How to cancel or request a refund

Email contact@uxory.co, ideally from the email address linked to your project or plan, with:

Your name and company.
The project, plan or invoice it relates to.
Whether you want to cancel, pause or request a refund, and the reason.

Cancellations must be made in writing; email is enough. A cancellation takes effect on the date we receive it, unless you ask for a later date. We will confirm receipt within 2 business days and let you know our decision on a refund request within 7 business days.

6. Refund processing time

Approved refunds are made to your original payment method through Stripe. Once we have issued the refund, it usually reaches your account within 5 to 10 business days, depending on your bank or card issuer.
If you paid by bank transfer, we refund to the bank account the payment came from.
Refunds are made in US Dollars (USD), including any sales tax charged on the refunded amount. We are not responsible for exchange rate differences or fees charged by your bank or card issuer.

7. Chargebacks and payment disputes

If you are unhappy with a charge, please contact us first. We can usually resolve it faster than your bank or card issuer can.

If you raise a chargeback or payment dispute, we may pause work and suspend services connected to that payment while the dispute is open, and we will give the payment provider records of the work performed and your approvals. If the dispute is decided in our favor, the amount remains due under our Terms.