Refund & Cancellation Policy

The short version

• Before we start work — full refund, no questions asked.
• After work has started but before delivery — partial refund reflecting the work already completed.
• After delivery, if the work does not match the scope — we fix it, or refund you if we cannot.
• After delivery, if the work matches the scope— revisions within your package’s allowance, rather than a refund.

1. Cancelling before work begins

Work begins when we send you the project questionnaire and you return it. If you cancel at any point before we have started producing anything, you receive a 100% refund. Email contant@ovalllc.net and we will process it to your original payment method, normally within two business days. Your bank may take a further five to ten business days to show it.

2. Cancelling part-way through

Once production has started, a cancellation is refunded in proportion to the work completed:

• Research or audit stage — 75% refunded.
• Design or first draft delivered — 50% refunded.
• Build complete, awaiting launch — 25% refunded.
• Delivered and accepted — no refund, but revisions still apply (see section 4).

Anything already produced at the point of cancellation is yours to keep and use. We do not withhold partial work.

3. If the work does not match what was sold

Every package on our pricing page lists exactly what is included. If something listed in that scope is missing from what we delivered, tell us within 14 days and we will complete it at no extra cost. If we cannot deliver it, you receive a refund for that portion of the work — or a full refund if the missing element was central to the package.

4. Revisions rather than refunds

Once work has been delivered in line with the agreed scope, we resolve dissatisfaction through revisions rather than refunds. The number of rounds included varies by package:

• Website SEO Audit ($35) — One round of follow-up questions answered in writing, free
• On-Page SEO Setup ($60) — Two rounds of revisions on the written content within 14 days of delivery
• Landing Page Build ($149) — Two rounds of design revisions before launch
• 5-Page Business Website ($299) — Three rounds of design revisions before launch

Revision requests must be made within 14 days of delivery. A revision means refining what was agreed. A request that changes the brief — a different design direction after sign-off, a new page, a new set of keywords — is new work, and we will quote it before doing anything.

5. What is not refundable

• Third-party costs already incurred on your behalf — domain registration, premium hosting, paid plugins, stock imagery or licence fees. We always tell you before spending anything on your behalf.
• Completed and accepted work, where the deliverable matches the published scope.
• Search engine results. We sell defined work, not rankings, traffic or revenue. Because we make no promise about outcomes, an outcome you hoped for but did not get is not a basis for a refund.
• Delays caused by missing information. Turnaround times start when you send your content and access. If a project stalls because we are waiting on you, that is not a service failure.

6. If we cancel

Occasionally we will decline or end a project — because it turns out to be beyond what the package can cover, because the request falls outside what we are willing to do, or because we cannot deliver to the standard we promised. In every one of those cases you receive a full refund, regardless of how much work has been done, plus anything we have produced so far.

7. How to request a refund

Email contant@ovalllc.net with your order reference from the Stripe receipt and a short note on what went wrong. We reply within one business day and aim to resolve every request within five.

If you are unhappy with the outcome, please contact us before opening a card dispute — a conversation is nearly always faster than a chargeback, and we would rather fix the problem than argue about it with a bank.

8. Custom projects and deposits

Custom projects are quoted individually and invoiced in two parts — a 50% deposit before work begins, and 50% on delivery. Refunds work the same way as for packages, measured against the scope in your written quote rather than the pricing page:

• Before work begins — the deposit is refunded in full, even after it has cleared.
• Part-way through — the deposit is refunded in proportion to the work completed, using the same stages as section 2. The delivery invoice is cancelled.
• On delivery— if what we deliver does not match the quoted scope, we complete it or refund the difference. If it does match, the balance is payable and section 4’s revision terms apply.
• If we cancel — the deposit is refunded in full regardless of work done, and you keep everything produced so far.

Revision rounds on custom projects are stated in the quote. Where the quote is silent, two rounds are included.

9. Recurring services

The optional monthly maintenance add-on can be cancelled at any time, effective at the end of the current billing month. There is no minimum term and no cancellation fee. Part-months are not pro-rated, because the work is performed across the whole month.

10. Changes to this policy

We may update this policy, and the date at the top will change when we do. The version that applies to your order is the one published on the day you paid. Nothing here affects your statutory rights.