Refund policy
SiteCrew provides website design and build services — not physical products — so our refund terms are based on project milestones rather than returned goods. This policy explains when a refund is available, how to request one, and what to expect along the way.
Cancelling before we start
If you change your mind before we've begun designing or building your site, you're entitled to a full refund. Just contact us at info@sitecrew.online and let us know you'd like to cancel — we'll process it within a few business days.
Cancelling after work has started
Once design or development work has begun, a portion of your payment covers the time and work already completed. If you cancel after we've started but before your site is delivered:
- You'll receive a partial refund, reflecting the work completed up to that point.
- We'll always tell you exactly how much has been completed and what the remaining refund amount would be before finalizing the cancellation, so there are no surprises.
After your site is delivered
Once your site has been delivered and approved, the work is considered complete and is not eligible for a refund, since the service has been fully performed. This is the same standard used across custom design and development work generally — the deliverable has been handed over and is yours to use.
That said, if something isn't right, we want to fix it — see "Issues with your delivered site" below before assuming a refund is your only option.
Issues with your delivered site
If your site has a bug, an error, or doesn't match what was agreed in your project plan, contact us right away at info@sitecrew.online. We'll review the issue and fix it at no additional cost. Refunds for delivered work are considered only when an issue can't reasonably be resolved through revisions.
Revisions
Every package includes a reasonable round of revisions before launch, so we can make adjustments to copy, layout, or design before you approve the final site. We ask that you use this revision window to flag anything that doesn't match what you expected — it's the fastest way to get exactly the site you want, and it's built into every project timeline.
Non-refundable items
The following are not eligible for a refund once purchased or incurred:
- Completed, approved websites (see "After your site is delivered" above)
- Add-ons already delivered, such as logo design, copywriting, or a completed Google Ads setup
- Third-party costs already paid on your behalf, such as domain registration or licensed stock photography
- Monthly subscription add-ons (hosting & care plan, monthly local SEO, review-booster system) for the billing period already in progress — you can cancel anytime to stop future billing, but the current period isn't refunded
- Sale or discounted packages, unless required by law
Cancelling a monthly add-on
Hosting, ongoing SEO, and review-booster subscriptions can be cancelled anytime by contacting info@sitecrew.online. Cancelling stops future billing; it doesn't refund the current billing period.
European Union — 14-day right of withdrawal
If you're purchasing from within the European Union, you have the right to withdraw from your purchase within 14 days without giving a reason. Please note: if you asked us to begin work during that 14-day window, you may lose this right once the service has been fully performed, or we may deduct the value of work already completed if you withdraw partway through — consistent with the "Cancelling after work has started" terms above.
How refunds are paid
Approved refunds are issued to your original payment method within 10 business days of approval. Depending on your bank or card provider, it may take a little longer to appear on your statement. If more than 15 business days have passed since your refund was approved and you still don't see it, contact us at info@sitecrew.online.
Questions
If anything here is unclear, or your situation doesn't fit neatly into one of these categories, just reach out at info@sitecrew.online — we'd rather talk it through than have you guess.