1. Scope
This Policy applies to (a) the one-time client website / Digital Business Twin package (the "Core Package") and (b) any optional recurring monthly add-on (e.g., periodic care — periodic review, updates, and improvements to the already-delivered site — maintenance, expanded automation, or a live-connected receptionist) purchased alongside or after the Core Package (the "Monthly Add-On"). On the reseller/premium line, SiteRelay does not host the Client's website — the Client hosts it with a provider the Client owns or controls — so the Monthly Add-On is a periodic-care relationship, not hosting. (SiteRelay hosts sites only under its separate self-serve tier for simple static sites, which is governed by that tier's own terms and not by this Policy.) Specific package names, inclusions, and prices are set at the time of sale and are not restated here.
2. Deposits
Where a deposit is collected prior to beginning work on the Core Package:
- The deposit secures the Client's place in the build queue and covers initial setup and discovery work.
- Deposit amount: ⟨PRICE_DEPOSIT⟩.
- Deposit refundability window (i.e., how long after payment a deposit remains refundable before work begins): [deposit refund window — TBD].
- Once work has begun (see Section 3), the deposit is generally non-refundable, reflecting time and resources already committed, except as otherwise required by law.
3. Work-in-Progress (Core Package)
- If the Client cancels before SiteRelay or its reseller has begun substantive build work, the Client is eligible for a refund of amounts paid, less the non-refundable deposit (if any), within [refund window — TBD] of the cancellation request.
- If the Client cancels after substantive build work has begun but before Approval of Record and launch, SiteRelay/the reseller may retain a pro-rated amount reflecting work completed, with the remainder refunded within [refund window — TBD]. The method for calculating the pro-rated amount is: [proration methodology — TBD].
- Once the Client has granted Approval of Record and the site has launched, the Core Package is considered delivered and is non-refundable, except as required by law or as expressly agreed in writing (e.g., a satisfaction guarantee, if offered — see Section 5).
- If SiteRelay or the reseller is unable to deliver the Core Package as scoped due to a fault on our side, the Client is entitled to a full refund of amounts paid for the undelivered portion.
4. Monthly Add-On Cancellation
- The Monthly Add-On renews on a recurring (monthly) basis until cancelled.
- The Client may cancel the Monthly Add-On at any time. Cancellation takes effect at the end of the then-current billing period; SiteRelay does not provide partial-month refunds for the remainder of a billing period already paid for, except as required by law.
- Cancellation notice method and required notice period: [cancellation notice method/period — TBD].
- Cancelling the Monthly Add-On does not take the Client's site offline and does not affect the Client's ownership/use rights in the already-delivered Core Package. Because the site is hosted on the Client's own hosting account (not by SiteRelay) on the reseller/premium line, it remains live with the Client's host regardless of the Monthly Add-On; cancelling simply ends the periodic-care work (ongoing reviews, updates, and improvements).
5. Satisfaction Guarantee (If Offered)
If a specific satisfaction guarantee (e.g., a defined refund window after launch) is offered at time of sale, its terms (window length, conditions, any exclusions) will be stated in the applicable order confirmation and control over this general Policy where more specific. No such guarantee is assumed by default. Guarantee window, if any: [satisfaction guarantee window — TBD].
6. Non-Refundable Items
The following are generally non-refundable once incurred, except as required by law: third-party costs already paid on the Client's behalf (e.g., domain registration, stock licensing), and time spent on Client-requested revisions beyond the scope originally agreed.
7. How to Request a Refund or Cancellation
Refund and cancellation requests should be submitted to hello@trysiterelay.com or through the reseller who sold the package. Requests are typically processed within [processing time — TBD] business days of approval.
8. Chargebacks
Clients are asked to contact us to resolve billing issues before initiating a payment-card chargeback. Improperly disputed charges for services actually delivered may be contested by SiteRelay and may result in suspension of the Monthly Add-On (periodic-care) services pending resolution.
9. Changes to This Policy
We may update this Policy from time to time. Material changes will be reflected by an updated Effective Date above and will not retroactively reduce refund rights already accrued under a prior version for a purchase made before the change.