This policy applies to custom website design and development services. It is not a physical-goods returns policy. The exact payment stages and any project-specific cancellation terms are confirmed in the written proposal before payment.
Before paid work starts
An initial free homepage preview, where offered, may be declined without payment or an obligation to proceed. If a client cancels after approving a proposal but before paid work starts, any refund is assessed according to work already carried out, time reserved and non-recoverable costs already incurred.
Deposits and reserved project time
The agreed deposit confirms the project slot and starts paid work. It is used for scheduling, research, communication, initial design and development. Once work has started, the portion of the deposit covering completed work and reserved time is not refundable. This does not mean that every payment is automatically non-refundable in every situation.
Cancellation during a project
If the client cancels a project in progress, fees are due for work completed up to the cancellation date. Work and approved milestones already completed are not refundable. If payments received exceed the value of completed work and non-recoverable costs, the genuinely unearned balance will be reviewed and returned where appropriate.
Where practical and permitted by the project agreement, completed material covered by payments received will be supplied after outstanding fees are settled.
Third-party costs
Domain registrations, hosting, software, fonts, plugins, stock material, booking platforms and other third-party charges are normally non-refundable once purchased or committed because they are governed by the provider’s terms. Such costs should be disclosed or approved before they are incurred.
Client delays or long periods without a reply
A project may be paused when required content, access, feedback, approval or payment is overdue. The delivery date will move accordingly. If the client remains unresponsive for 30 days after a written follow-up, the project may be treated as paused. After 60 days without a response, it may be treated as client-initiated termination. Restarting later may require a revised timetable and quote.
After approval and delivery
Once the website has been finally approved and delivered or launched, a change of mind does not create an automatic right to a refund. Problems within the agreed scope should first be raised through the revision, correction or post-launch support process.
If there is a serious service problem
If delivered work has a material issue within the agreed scope, Good Front Studio will first make a reasonable effort to correct it. If we cannot reasonably provide or repair a material part of the agreed service, we will discuss an appropriate remedy, which may include a proportionate refund for the affected and genuinely unprovided work.
If Good Front Studio ends a project and cannot provide paid work, the unearned portion of payments received will be refunded. PayPal or another payment-platform dispute process does not replace the parties first making a reasonable effort to communicate and resolve the issue directly.
How to request cancellation or a refund review
Email hello@goodfrontstudio.com with your business name, proposal or invoice reference, payment date, reason for the request and the outcome you are seeking. We will review the request against the written scope, work completed and third-party costs, and reply in writing.
Do not send complete card or bank-account details by email.