Refund & Cancellation Policy

Deposits

A deposit is required before project work begins and is non-refundable, except when The Queens Web cancels the project before work begins or when a refund is otherwise required by law.

Your deposit reserves time in our schedule and covers the planning, preparation, and setup that begin once your project is accepted. If you later decide to pause or cancel the project, the deposit is not returned because that time and capacity have already been reserved for your project.

Work Already Completed

Our design, development, digital platform, migration, consulting, and care services involve work performed specifically for your project or business.

Fees earned for work that has already been completed are non-refundable. Clients are encouraged to carefully review proposals, estimates, project scope, and deliverables before approving work or making payment.

Canceling a Project

You may request to cancel a project after work has begun. If you do, you are responsible for the work completed up to the date of cancellation.

Any payments already made will be credited toward completed work and the time reserved for your project. If the fees attributable to completed work exceed the amount you have paid, the remaining balance may still be due under the terms of your agreement.

Delays and Client Inactivity

Projects may be delayed when The Queens Web is waiting for content, approvals, account access, information, payment, feedback, or other materials needed from the client.

Delays, missed deadlines, or periods of client inactivity do not by themselves create eligibility for a refund.

If a project remains inactive for an extended period, it may need to be rescheduled based on our current availability when you are ready to resume work. Any additional terms related to extended inactivity may be addressed in your project agreement.

Website Care and Platform Care

Website Care and Platform Care services are provided on a recurring monthly basis unless otherwise stated in your agreement.

You may cancel your recurring service at any time. Your coverage will continue through the period you have already paid for and will end before the next billing period.

Payments for a billing period that has already begun are non-refundable because monitoring, maintenance, administration, or other included services may already be underway.

Hosting, domains, software, infrastructure, or other services that you pay directly to a third-party provider are separate and subject to that provider's own cancellation and refund policies.

Website Templates

Website templates are digital products. Once a template has been downloaded, delivered, or access has been provided, the sale is normally final.

• You were accidentally charged more than once for the same purchase; or
• The template files, as originally provided, contain a genuine defect that prevents the product from functioning as described.

If you believe either situation applies, contact The Queens Web within 7 days of purchase. We will review the issue and, where appropriate, provide corrected files or issue a refund.

Changes made by the buyer, compatibility issues caused by unsupported third-party software or services, failure to follow provided instructions, or a change of mind after receiving the product do not normally qualify for a refund.

Template Customization

Purchasing a website template and hiring The Queens Web to customize, configure, or launch that template are separate transactions.

Customization, setup, deployment, content replacement, branding changes, or other professional services follow the cancellation and refund terms agreed to for that work.

Third-Party Costs

Some projects may require products or services purchased from outside providers, including domains, hosting, premium plugins or themes, software licenses, stock imagery, fonts, advertising, email services, or other third-party tools.

These purchases are subject to the third-party provider's own terms and refund policies. Amounts paid to or incurred through third-party providers generally cannot be refunded by The Queens Web.

Chargebacks and Payment Disputes

If you believe there is an issue with a charge, please contact The Queens Web first so we have an opportunity to review and resolve the matter.

If a payment dispute or chargeback is opened, we may pause related work or services while the dispute is being reviewed.

A payment dispute does not cancel amounts that remain legitimately due under your agreement. If a dispute is resolved in our favor and an outstanding balance remains, that balance must be paid before additional work, service, or final delivery resumes, where permitted by the applicable agreement and law.

How Refunds Are Paid

When a refund is approved and owed, it will generally be returned to the original payment method within 10 business days.

Processing time may vary depending on the payment provider or financial institution.

If You Have a Concern

We want clients and customers to have a positive experience working with The Queens Web.

If you have a concern about your project, service, or purchase, please contact us as early as possible. The sooner we are aware of an issue, the sooner we can review it and work toward an appropriate resolution.

Requesting a Cancellation or Refund Review

To request a cancellation or ask about a possible refund, email contact@thequeensweb.com or use the contact form on our website.

• The name associated with the project or purchase
• The email address used for the transaction
• Enough information for us to identify the project, service, or purchase
• A brief explanation of your request

Please do not send passwords, login credentials, API keys, or other sensitive account information by email or through the public contact form.

Questions

If you are unsure how this policy applies to a particular service, project, or digital product, contact The Queens Web before making your purchase or payment.