Refund and Cancellation Policy

The approved quote and signed project agreement should control project-specific scope, price, eligible service subtotal, third-party expenses, payment structure, milestones, acceptance, cancellation rights, and refund treatment. A website policy or inquiry selection does not create a contract, authorize a charge, reserve availability, or retroactively change an existing agreement.

Subject to an approved quote and signed agreement, the available structures are a 25% upfront deposit with the remaining 75% payable through agreement milestones; a 50% upfront deposit with the remaining 50% payable through agreement milestones; or payment in full upfront with a 5% discount limited to the approved subtotal for eligible agency design and development services.

Discuss Payment Options is an approved inquiry preference only. It requests a discussion and is not itself a payment structure, promise of financing, or authorization to begin work or collect money.

The agreement must identify the selected structure. Discounts are not combined automatically, and this policy creates no additional fee, financing charge, or penalty.

A 25% or 50% deposit may reserve production capacity and fund authorized onboarding or initial work. The signed agreement must state how it is applied, when amounts become earned, the remaining milestone schedule, and how any unearned amount is handled after cancellation.

A deposit is not automatically nonrefundable merely because it is labeled a deposit. Earned treatment depends on authorized work, documented performance, the signed agreement, and applicable law.

The 5% pay-in-full discount applies only to the approved subtotal for eligible agency design and development services. It does not apply to hosting, domain registration, third-party software, external licenses, Apple App Store fees, Google Play fees, or other third-party expenses.

The agreement should show the eligible subtotal, excluded expenses, discount amount, and resulting upfront total. No other discount is combined automatically, and additional scope receives no assumed discount.

Payments attributable to completed or authorized work may be earned and nonrefundable to the extent permitted by applicable law and the signed agreement. This may include documented discovery, planning, design, development, meetings, revisions, administration, accepted milestones, and other authorized services.

Records should support work performed, approvals, deliverables, third-party commitments, and amounts applied. A label alone does not establish that an amount is earned.

For deposit structures, the signed agreement should define each milestone, payment amount, objective completion or delivery criteria, review period, rejection and cure process, and effect of written acceptance.

Silence, delay, or partial use should not be treated as acceptance unless the agreement contains a clear, fair, and legally reviewed process.

A client requesting cancellation should provide written notice through the method stated in the agreement.

Before work begins, the client may cancel, with any refund accounting for documented nonrecoverable expenses and applicable law. After work begins, the client remains responsible for completed work and authorized noncancelable expenses; any remaining prepaid balance is handled according to the signed agreement and applicable law. After delivery and acceptance, payments for properly completed and accepted work are generally nonrefundable, subject to contractual obligations and applicable law.

The final account must not include an arbitrary cancellation penalty. No deposit or payment is automatically nonrefundable merely because of its label. Any mandatory cooling-off, cancellation, consumer, or payment-dispute right remains unaffected.

The agreement should identify when the agency may suspend or terminate work, including material nonpayment, uncured breach, unlawful instructions, security risk, or inability to continue performance.

If the agency cancels for reasons not caused by the client, the final accounting should distinguish earned work and nonrecoverable authorized third-party costs from any unearned prepaid balance and should address delivery, access transition, licenses, and credentials.

Work outside approved scope should require a written change order or documented authorization identifying revised deliverables, price, eligible service subtotal, third-party expenses, payment timing, dependencies, and schedule. The original deposit, milestone, or discount does not automatically cover added work.

Two revision rounds are included per approved design milestone. Additional revisions, new features, and other out-of-scope work require a written change order and written client approval of added costs and timeline adjustments before work begins.

Hosting, domains, third-party software, external licenses, Apple App Store fees, Google Play fees, fonts, stock assets, subscriptions, and other approved third-party expenses may be non-cancellable or nonrefundable under provider terms. They do not receive the 5% pay-in-full discount.

The agreement should identify who authorizes, owns, renews, and bears each cost. Any provider refund actually received should be handled consistently with the agreement and law; the agency cannot promise a provider refund it does not control.

After 30 consecutive days of client inactivity, the agency may place the project on hold only through an authorized administrator action and after reasonable documented contact attempts. After 60 consecutive days, the agency may issue a final written notice. The client then receives 14 additional days after that notice to respond.

If no response is received during the additional period, an authorized administrator may terminate the project, subject to the signed agreement and applicable law. Termination is not automatic. Final accounting follows the cancellation provisions, and restarting a terminated project requires a new agreement or written authorization. Abandonment creates no undisclosed forfeiture, fee, or penalty.

Refund requests should be sent to info@metiennewebdesigns.com with the client or business name, project reference, payment questioned, requested resolution, reason, and supporting information. Review should consider the signed agreement, quote, work and acceptance records, third-party commitments, invoices, and applicable law.

No response deadline, automatic refund, or automatic denial is promised until an operational process is approved. Any resolution should be documented in writing.

Clients are encouraged to contact the agency promptly so the parties can compare records and attempt a lawful resolution. This does not waive, restrict, or discourage any valid statutory, card-network, banking, or other dispute right.

The agency should preserve relevant agreements, approvals, invoices, delivery and acceptance records, refund communications, and provider records. No provision should penalize a client merely for asserting a good-faith dispute right.

Nothing in this policy limits a refund, cancellation right, remedy, warranty, or payment-dispute right that cannot lawfully be limited.

The enforceability of earned-payment language, deposits, milestone acceptance, abandonment, electronic contracting, warranty limitations, and dispute provisions varies by transaction and jurisdiction. The signed project agreement and mandatory applicable law control.