Refund & Cancellation Policy

This Refund & Cancellation Policy ("Policy") explains the terms governing refunds and cancellations for services provided by Web of Orange ("Company," "we," "us," or "our"). This Policy is incorporated into and subject to our Terms of Service.

1. Website Development Projects

1.1 Deposit

• A deposit is required before project work commences, as specified in your proposal
• Deposits are non-refundable once project work has begun, as they represent a reasonable estimate of Company's damages from reserving capacity, declining other work, and performing initial planning
• The deposit compensates for project scheduling, initial planning, and resource allocation
• For purposes of this Policy, project work is deemed to have "begun" upon the earlier of: (a) Company's commencement of design or development work, or (b) the scheduled project kickoff date, provided Company has made itself available for such kickoff

1.2 Project Cancellation by Client

If Client cancels a project after work has commenced, Client shall pay the deposit plus compensation for actual work performed. This represents a reasonable estimate of Company's damages and is not intended as a penalty.

Maximum Cancellation Charge: In no event shall the total cancellation amount exceed the full project price originally quoted.

Upon cancellation, Company will provide Client with a detailed accounting of hours worked within 10 business days.

1.3 Project Cancellation by Company

If Company cancels or is unable to complete a project for reasons within our control:

During Discovery/Planning Phase (before design or development work begins):

• Full refund of deposit within 14 business days
• Client receives any completed discovery documentation

After Work Has Commenced:

• Full refund of deposit
• Refund of payments for work not yet delivered
• Client receives all completed work product in usable format
• Refunds will be processed within 14 business days of cancellation

Due to Force Majeure:

• If Company cancels due to Force Majeure events (see Section 5), deposit refund will be prorated based on work completed, with documentation provided

1.4 Scope Changes and Disputes

• If the project scope changes significantly, we will provide a revised proposal
• If we cannot agree on revised terms, either party may terminate with payment due for completed work
• Disputes regarding completion status will be resolved per our Terms of Service

2. Monthly Retainer Services

2.1 Billing

• Retainer subscriptions are billed monthly in advance
• Your billing cycle begins on the date of your first payment and recurs monthly on that same date (your "billing date")

2.2 Cancellation by Client

• You may cancel your retainer subscription at any time
• To cancel, notify us via email at jon@weboforange.com at least 5 business days before your next billing date (for billing purposes) or with 30 days' notice (for service termination per our Terms of Service)
• Cancellation takes effect at the end of your current billing period
• You will continue to receive services through the end of the paid period

2.3 Partial Month Cancellations

• If you cancel mid-cycle, services continue through the end of that billing period
• Pro-rata refunds: If Client cancels within the first 7 days of a billing cycle and has not used any services during that period, Client may request a pro-rata refund for the unused portion of that month
• Unused hours or services do not roll over to subsequent months

2.4 Cancellation by Company

We reserve the right to discontinue retainer services with 30 days' written notice. In such cases:

• We will complete the current billing period
• No refunds are issued for the final month of service
• We will assist with transition to a new provider upon request

3. Refund Processing

3.1 Approved Refunds

When a refund is approved:

• Refunds are processed within 14 business days of approval
• Refunds are issued to the original payment method when possible
• If original payment method is unavailable, we will arrange an alternative

3.2 Refund Methods

3.3 Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Third-party costs paid on Client's behalf (domain registration, hosting, stock images, plugins, licenses)
• Rush fees or expedited service charges
• Consultation or strategy session fees
• Services already rendered and accepted by Client (see Section 4.3 for definition of acceptance)

4. Disputes and Chargebacks

4.1 Contact Us First

4.2 Chargeback Policy

We strongly encourage you to contact us directly before initiating a chargeback, as we are committed to resolving billing disputes fairly and promptly. In our experience, most billing concerns can be resolved within 5 business days.

If a chargeback is initiated for charges that were validly incurred under this Agreement:

• We may pause active work on your project pending resolution (work will resume within 3 business days of favorable resolution)
• We reserve the right to pursue collection of any outstanding balances determined to be legitimately owed
• Bad-faith chargebacks may result in termination of the client relationship

Definition of Bad-Faith Chargeback: A chargeback is considered "bad-faith" if: (a) it is initiated for services that were delivered and accepted per Section 4.3, (b) the client has not first contacted us to attempt resolution as described in Section 4.1, and (c) the chargeback is denied or reversed by the payment processor. A single legitimate billing dispute, even if ultimately resolved in Company's favor, does not constitute bad faith.

Nothing in this section limits your rights under applicable law or payment card network rules. You always have the right to dispute charges you believe are unauthorized or fraudulent.

4.3 Disputed Work

If you are unsatisfied with delivered work:

1. Notify us in writing within the 90-day Warranty Period specified in our Terms of Service
2. Specify the issues or deficiencies in detail, referencing the agreed specifications where applicable
3. We will work with you in good faith to address legitimate concerns within the project scope
4. If resolution cannot be reached, disputes will be handled per our Terms of Service

5. Exceptions and Force Majeure

We may make exceptions to this Policy in cases of:

• Documented medical emergencies affecting Client or Client's immediate family
• Natural disasters, acts of God, war, terrorism, riots, pandemics, government actions, power failures, internet outages, or other events beyond reasonable control (Force Majeure)
• Significant service failures on our part
• Death or incapacity of Client's primary decision-maker for sole proprietorships
• Bankruptcy or insolvency of Client (subject to applicable law)

Exception Request Process:

1. Submit a written request to jon@weboforange.com explaining the circumstances
2. Provide documentation where applicable (e.g., medical documentation, insurance claims, government orders)
3. We will respond within 10 business days with a decision
4. If approved, we will document the specific exception terms in writing

Consistency Commitment: While granting an exception does not automatically establish precedent, we maintain records of exceptions granted and are committed to treating similarly situated clients consistently. If you believe you have been treated inconsistently with a prior exception, you may raise this in your request.

5A. Late Payment

Late payments on invoices are subject to interest charges as specified in Section 3.3 of our Terms of Service.

6. Governing Law

This Policy is governed by the laws of the State of California, United States. Any disputes arising from this Policy shall be resolved in accordance with the dispute resolution provisions in our Terms of Service.

7. Contact Information

For refund requests or billing questions: