Refund Policy

The short version

This policy applies to the first-year hosting and infrastructure-maintenance plan and to any custom work we quote. It does not limit rights you have under mandatory consumer law.

Cancelling before launch

You can cancel at any time before your site goes live and receive a full refund of the first-year plan you paid. This applies even if the site is built and waiting for launch, as long as it has not been deployed to your live domain or subdomain.

To cancel, email webkinnemail@gmail.com with “Cancel project” in the subject line and your project reference. We will confirm the cancellation by email and process the refund under the section “How refunds are paid”.

If you paid a deposit for custom work outside the standard plan, the written quote will say whether the deposit is refundable. If it does not say, the same before-launch rule applies to the first-year plan, and we will discuss any separately commissioned work in good faith.

After launch

Once the site is live, the first-year hosting and infrastructure-maintenance plan is non-refundable, except where the law requires otherwise. This is because the first year of hosting, SSL, CDN, backups, malware scanning and server monitoring begins at launch, and hosting is provided through third-party infrastructure.

If you cancel after launch, the site may remain online until the end of the paid term, or we may take it offline earlier at your request. We do not refund the unused portion of the first year except where the law requires it or where we have failed to deliver the service.

After the first year, renewal is optional. If you have paid for a renewal and cancel before that renewal term begins, we will refund the renewal. If you cancel after a renewal term has begun, the refund is prorated only where required by law or expressly agreed in writing.

If we fail to deliver

If we cannot deliver the website described in the agreed scope, or if the delivered site materially fails to match that scope and we cannot fix it within a reasonable time, you receive a full refund of the first-year plan. This applies whether or not the site has launched.

Examples include a site that cannot be deployed, a core agreed feature that is missing, or a project we abandon without a lawful reason. It does not include a change of mind about the design after launch, or requests for work outside the agreed scope.

Domains and third-party fees

Domain registration and renewal fees are paid to a registrar and are non-refundable once the domain has been registered. Registries generally do not reverse a registration, and we cannot refund a fee we have already paid to them.

The same applies to third-party licences, stock images, paid fonts, plugins or services that have been purchased specifically for your project and cannot be returned. We will tell you before buying anything that is non-refundable.

If we registered a domain in your name, you keep control of it subject to the registrar's terms. If you cancel the project, we will help transfer it to you where the registrar allows.

How to request a refund

Email webkinnemail@gmail.com with:

• the subject line “Refund request”;
• your name, business name and project reference;
• the invoice or payment reference;
• the reason for the request, and whether you are cancelling before or after launch.

We will acknowledge the request by email and tell you whether it is approved, or ask for any information we need. Please do not send card numbers or bank passwords.

If you paid by card and the payment provider supports it, we will refund to the original payment method. If that is not possible, we will discuss another secure method. We do not charge a refund fee, but your bank or payment provider may apply its own charges.

Processing times

We aim to approve or decline a refund request within 10 business days of receiving the information we need. Approved refunds are submitted within 5 business days after approval. The time for the money to appear depends on your bank or payment provider and can take additional business days.

If we need more information to verify the payment or the request, the clock pauses until we receive it. We will keep you updated by email.

Chargebacks and disputes

If you think a payment is wrong, please contact us first. Most issues can be resolved faster than a chargeback. A chargeback does not remove your obligation to pay for a service you received, but we will always cooperate with a genuine dispute.

If a payment is reversed without a valid reason after launch, we may suspend the site until the dispute is resolved. We will not do that where the law gives you a right to withhold payment.

Your statutory rights

Nothing in this policy excludes or limits a right you have under mandatory consumer-protection law. If you are a consumer in the EU, UK or another jurisdiction with a statutory cooling-off period, you may have additional cancellation rights. Contact us and we will explain how they apply to your situation.

If you are a business customer, the terms of your written quote and these policies apply. Business customers do not normally have consumer cooling-off rights.

Changes to this policy

We may update this policy to reflect changes in the service or the law. The version that applied when you paid normally governs that payment. We will not apply a stricter refund rule retroactively to a payment already made.

Questions? Email webkinnemail@gmail.com.