Cancellation & Refund Policy

All projects require a 50% deposit to be paid in full before any work begins. This deposit serves to:

• Reserve capacity within our team's schedule exclusively for your project
• Cover all discovery, research, planning, and strategy work conducted at the outset
• Compensate our team for time allocated and turned down for other clients

"Work commenced" is defined as any of the following having taken place: a kickoff call has been conducted; discovery, research, or planning work has begun; any design or development work has been initiated; or any written project output has been delivered to the client.

Once work has commenced, the 50% deposit is non-refundable under any circumstance.

Before work begins:

If you wish to cancel before work has commenced, you may request a full refund of the deposit in writing within 5 business days of the payment date. We will process the refund within 14 business days, minus any applicable payment processing or transaction fees.

Cancellation requests submitted after 5 business days of payment — even if work has not yet started — are not eligible for a refund, as schedule capacity will have been allocated and held for your project.

After work has begun:

If you cancel after work has commenced, the following applies without exception:

• The 50% deposit is non-refundable in full
• If the value of work completed at the point of cancellation exceeds the deposit amount, an additional invoice will be issued for the difference, calculated based on actual time spent at our standard hourly rates
• If the value of work completed is less than the deposit amount, no partial refund will be issued — the deposit represents the minimum commitment made by our team
• All outstanding invoices must be settled in full before any project files, partial deliverables, or access credentials are transferred to the client

Project pause requests:

If you need to pause a project for any reason, notify us in writing as early as possible. We will hold your project in active status for up to 60 calendar days at no additional charge.

If we have not received any communication from the client for 60 consecutive calendar days, the project may be formally closed. At that point, the cancellation terms in this section apply. Restarting a closed project will be treated as a new engagement.

Restarting a paused project after the 60-day hold period — where our team's capacity or pricing has changed — may be subject to a re-activation fee or revised quote, which will be communicated to you before any work resumes.

Refunds are only issued in the following specific circumstances:

• A written cancellation request is received within 5 business days of deposit payment, before work has commenced

Refunds are not issued under the following circumstances — no exceptions:

• Work has commenced in any form, as defined in Section 1
• A project milestone or deliverable has been completed and delivered, regardless of whether formal written approval was provided
• A deliverable has been deemed accepted following the 14-day review window (as outlined in the Terms & Conditions)
• The cancellation is due to a change of mind, a change in business direction, or personal circumstances
• Dissatisfaction with the outcome of work that was delivered within the agreed scope and specification
• Third-party costs including hosting, domain registration, plugin licences, software subscriptions, or advertising spend — non-refundable regardless of circumstance

Where a refund is approved, it will be processed within 14 business days to the original payment method, minus any applicable transaction fees.

By engaging The Web Presence and proceeding with payment, you acknowledge that services are delivered progressively and in good faith, and you agree to the following:

• You will raise any concerns about project quality, delivery, or conduct directly with The Web Presence at hello@thewebpresence.com before initiating any bank dispute, chargeback, or payment reversal
• You will allow us a minimum of 21 days from the date of your written complaint to respond and work toward a resolution before escalating to any third party

Initiating a chargeback or payment dispute without following the resolution process outlined in our Terms & Conditions (Section 17) will be treated as a material breach of this agreement.

In the event of an unjustified chargeback, The Web Presence reserves the right to dispute the claim with full documentation of services rendered, pursue recovery of the amount through appropriate legal channels, and seek reimbursement for all associated administrative and legal costs.

The Web Presence offers ongoing website maintenance retainers on both a monthly and yearly basis. The following terms apply to all retainer plans.

What's included in all retainer plans:

All maintenance retainer plans include managed website hosting up to the following limits:

• Storage: up to 10GB per month
• Bandwidth: up to 50GB per month

These limits are designed to comfortably cover the majority of business websites, brochure sites, and standard web applications. If your site exceeds either limit in any given month, the additional hosting and server costs will be passed through to you at cost plus a 15% management fee. We will notify you before any overage charges are applied.

Websites with high traffic volumes, large media libraries, or e-commerce functionality with significant transaction loads should be discussed separately, as they may require a higher-tier plan from the outset.

Retainer services cover only what is defined in the maintenance plan agreement. Any requests outside the defined scope are quoted separately. Unused hours or tasks within a billing period do not roll over to the following period.

Monthly retainer plans:

Monthly retainer plans are billed on a recurring monthly basis. The plan may be cancelled at any time by providing 30 days' written notice to hello@thewebpresence.com.

The final billing period will run through to the end of the current monthly cycle after the 30-day notice period expires. No partial refunds are issued for unused days within any billing period.

Yearly retainer plans:

Yearly retainer plans are billed in full, upfront, at the time of signing. Clients on a yearly plan receive a 10% discount applied to the total annual fee at the point of billing.

Yearly retainer plans include a 14-day cooling-off period from the date of payment. Within this window, a full refund may be requested in writing, minus any work already delivered.

After the 14-day cooling-off period, yearly retainer plans are non-refundable. If a yearly retainer is cancelled after the cooling-off period, the following applies:

• The 10% discount is forfeited in full
• The remaining balance due will be recalculated at the standard monthly rate for each month of the retainer period
• Any difference between the discounted amount paid and the recalculated standard-rate amount outstanding must be settled before cancellation is confirmed
• No refund will be issued for the months already delivered under the retainer

We are committed to resolving any issues fairly and efficiently. If you are unhappy with any aspect of our service, please raise it with us directly as the first step.

Contact us at: hello@thewebpresence.com

We operate a 24-hour response SLA on all written enquiries. Our full dispute resolution process is outlined in Section 17 of our Terms & Conditions.

All cancellation and refund requests must be submitted in writing to: hello@thewebpresence.com

Your request must include: your full name, company name, project or plan name, date of original payment, and a brief description of the reason for cancellation.

Verbal requests — including those made by phone, video call, or chat — are not valid until confirmed in writing. The date of the written request will be used as the official cancellation date.

This Cancellation & Refund Policy may be updated from time to time. The effective date at the top of this document will always reflect the current version. Continued engagement with The Web Presence after any update constitutes acceptance of the revised policy.

For any questions about this policy: hello@thewebpresence.com