Refund & Guarantee Policy

General Policy

Because our services are digital, custom, strategic, and often begin immediately after purchase or approval, refunds are reviewed case by case and depend on project status, work completed, and the agreed service scope.

Deposits

Deposits for websites, AI systems, automations, branding, setup work, consulting, or custom digital services are generally non-refundable once planning, design, configuration, research, setup, development, or communication work has started.

When Refunds May Be Considered

Refunds may be considered when no substantial work has started, when the requested service cannot be delivered due to an internal limitation, or when a verified technical issue prevents the core service from functioning and cannot be reasonably corrected.

Non-Refundable Items

The following are generally non-refundable once delivered, activated, used, or started.

• Completed website, design, branding, content, automation, or AI setup work
• Monthly subscription periods already started or used
• Third-party fees, platform costs, software subscriptions, API usage, payment processing fees, or domain/hosting costs
• Consultation, strategy, research, onboarding, and setup time
• Client delays, change of mind, lack of response, or requests outside the original scope

7-Day Satisfaction Guarantee

If a client is not satisfied with an eligible service, the client may request a refund within 7 days of the original purchase date. Refund requests must be submitted in writing through our official contact channels.

• This satisfaction guarantee applies only to eligible services and does not cover third-party fees, software subscriptions, platform costs, payment processing fees, domain or hosting costs, or services already fully delivered outside the approved refund window
• Refund approval may depend on the project stage, work already completed, access already provided, and whether the concern can be reasonably corrected

15-Day Technical Support Guarantee

For eligible completed projects, we provide a limited 15-day technical support window for issues directly related to our delivered work. This includes fixing reasonable bugs, broken links, configuration issues, or errors caused by our setup.

• The guarantee does not cover third-party outages, platform policy changes, client edits, deleted files, changed passwords, unpaid subscriptions, or new feature requests
• Additional support, changes, maintenance, or improvements after the support window may require a paid support plan or separate quote

Subscription Cancellations

Monthly services can be canceled before the next billing cycle. Cancellation stops future billing but does not automatically refund the current or previous billing periods. Service access, automations, hosting, support, or connected tools may be paused when a subscription ends.

Chargebacks & Disputes

Clients agree to contact us first so we can review and attempt to resolve billing, service, or technical concerns before initiating chargebacks or payment disputes.

Contact

Refund or support questions can be sent to contact@sheminidigitalagency.com.