Overview
We want every client to be satisfied with the work we deliver. This policy explains when refunds are available, how to request one, and what to expect. Please read it carefully before engaging our services.
Our services fall into two categories: project-based work (one-time development projects) and recurring services (hosting, retainers). Different rules apply to each.
Project-Based Work
For web design, development, e-commerce, SaaS, and other custom build projects:
Dissatisfied with the work? We will work with you in good faith to fix issues during the agreed support period. If we cannot resolve material defects in the delivered specification, a partial refund may be considered at our discretion.
Hosting & Recurring Services
For managed hosting, retainer, and support plans:
- Monthly plans may be cancelled at any time; no refund is issued for the current billing month
- Annual plans cancelled within 14 days of purchase will receive a full refund minus any setup costs incurred
- Annual plans cancelled after 14 days are non-refundable but the service will continue until the end of the paid period
We do not offer pro-rata refunds for unused time on annual plans beyond the 14-day window.
How to Request a Refund
To request a refund or raise a billing dispute:
- Email hello@starterdot.com with the subject line "Refund Request: [Your Project Name]"
- Include your name, the project or service in question, and the reason for your request
- We will acknowledge your request within 2 business days and resolve it within 10 business days
Approved refunds are processed via the original payment method within 5–10 business days depending on your bank or payment provider.
Exceptions & Special Circumstances
We handle special circumstances on a case-by-case basis with goodwill, including:
- Serious illness or personal emergency affecting the client's ability to continue
- Starterdot's failure to deliver against the agreed specification within a reasonable extended timeline
- Material misrepresentation of services on our part
We are not obligated to issue refunds where delays or issues are caused by the client (late content, unavailability for approvals, scope changes).
