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"). 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 rather than hosting. Specific package names, inclusions, and prices are set at the time of sale and are not restated here.
2. Deposits
There is no deposit in SiteRelay's published pricing. The build is one payment, and the amount owed is shown to the Client before any card is entered. The rest of this Section applies only if a deposit is ever charged.
- A deposit would secure the Client's place in the build queue and cover initial setup and discovery work. The amount would appear on the order confirmation before payment.
- It stays refundable for 5 business days after payment, so long as substantive build work has not started in the meantime.
- Once work has begun (see Section 3), the deposit is non-refundable, reflecting time and resources already committed, except as required by law or under the satisfaction guarantee in Section 5.
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). The refund is sent within 5 business days of the cancellation request, back to whatever card or account paid. A bank can take up to 10 days after that to show the money.
- If the Client cancels after substantive build work has begun but before Approval of Record and launch, SiteRelay or the reseller may keep a pro-rated amount for the work already done. The rest is refunded within 5 business days, and again a bank can take up to 10 days to show it. The pro-rated amount is worked out as the build fee multiplied by the share of the agreed pages already drafted. Any fraction is rounded in the Client's favor. Note what that formula means before the first draft goes out: nothing has been drafted yet, so the share is zero and the Client gets everything back.
- 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, as expressly agreed in writing, or under the satisfaction guarantee in Section 5 while that window is still open.
- 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.
- To cancel, send an email to hello@trysiterelay.com saying you want to stop. That is the whole process. There is no notice period to serve and no cancellation fee. The cancellation takes effect at the end of the billing period you have already paid for.
- 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 and not by SiteRelay, cancelling the Monthly Add-On does not itself affect the Client's hosting arrangement. Whether the site stays reachable is a matter between the Client and the Client's own hosting provider, and SiteRelay does not control or guarantee it. Cancelling simply ends the periodic-care work (ongoing reviews, updates, and improvements).
5. Satisfaction Guarantee
You have 14 days after the first draft is delivered to change your mind. Ask by email at hello@trysiterelay.com inside that window and the amounts you have paid for the Core Package come back to you, whether or not you give a reason. The refund is sent within 5 business days of the request, and a bank can take up to 10 days after that to show it. Two things sit outside the guarantee: third-party costs already spent on your behalf, which are covered in Section 6, and work you asked for beyond the scope originally agreed. During those 14 days this Section controls over Section 3. After the 14 days, Section 3 applies. If an order confirmation states a longer or more specific guarantee, the order confirmation wins.
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 processed within 5 business days of approval. Once the money is sent, a bank can take up to 10 days to show it, which is outside our control.
8. Chargebacks
The charge on your card statement reads Ace Systems, which is the name on the Stripe account behind SiteRelay. Same business, same person. If a line on your statement looks unfamiliar, that is usually why.
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.
10. Contact
Refund and cancellation questions can be sent to: hello@trysiterelay.com
SiteRelay
300 Ellington Drive
Fredericksburg, VA 22405