Last updated: 10 November 2026
We would rather refund a project than deliver something you are unhappy with. This policy explains what is refundable, what is not, and how the process works. It forms part of our Terms of Service.
1. Summary
| What you paid for | Refundable? | Conditions |
|---|---|---|
| Project deposit Before work begins |
Yes, in full | Any time before we start the scope call or design work |
| Project deposit After work has begun |
Partly | We refund the unused portion, less work already delivered |
| Design phase | Partly | Full refund of the remaining balance if you reject the first design concept and we cannot resolve it |
| Hosting | Yes, pro rata | Within 7 days of the billing period starting, unused months refunded |
| Care plans | Yes, pro rata | Cancel with 30 days' notice; unused whole months refunded |
| Domain registration | No | Non-refundable once submitted to the registry |
| Add-ons and third-party licences | No | Once purchased or delivered |
2. Project work
Before work starts
If you cancel before we begin the scope call or any design work, we refund your deposit in full within 10 business days.
After work has started
If you cancel once work is underway, we calculate how much of the project has been completed — for example, the sitemap, the design concepts, or a portion of the build — and refund the balance. We will show you the calculation before issuing the refund.
If the design does not work
You see the design before anything is built. If the first concept is fundamentally wrong and we cannot fix it through the included revision rounds, we will either redo the concept once at no cost, or refund the remaining balance and stop work. You choose.
If we miss the deadline
If we miss an agreed delivery date by more than 15 business days for reasons within our control, you may cancel and receive a refund for work not yet delivered.
3. Hosting and care plans
- Hosting. Cancel within 7 days of a billing period starting and we refund the unused portion of that period. After 7 days, the current period is not refunded but future periods are cancelled.
- Care plans. Month-to-month, cancellable with 30 days' written notice. Unused whole months already paid are refunded.
- Service credits. If a hosted site is unavailable for more than 24 consecutive hours due to our infrastructure, you may request a credit equal to one month of hosting.
4. Domains and third-party costs
Domain registration and transfer fees are paid to the registry and are not refundable once submitted. Registration is final — this is a rule of the domain system, not our choice. The same applies to premium plugins, stock images, fonts and other third-party licences purchased on your behalf.
Payment processing fees charged by Stripe, PayPal or your bank are not refundable to us and are therefore deducted from any refund we issue, where the processor does not return them.
5. How to request a refund
- Email billing@vmevo.com with your invoice number and the reason for the request.
- We acknowledge within 2 business days and, where a calculation is involved, send you the breakdown.
- Approved refunds are issued within 10 business days to the original payment method.
Bank processing times after we issue a refund are outside our control and typically take 3–10 business days.
6. What is not refundable
- Work that has been completed and approved by you.
- Additional pages or features delivered and signed off.
- Domain registrations, transfers and renewals.
- Third-party licences and stock assets.
- Rush fees once the expedited work has started.
- Periods of hosting or care plan already used before cancellation.
7. Chargebacks
If you believe a charge is wrong, please contact us first. We will almost always resolve it faster than a bank dispute. If a chargeback is filed while a project is in progress, we may pause work until the dispute is resolved.
8. Your statutory rights
Nothing in this policy limits rights you have under mandatory consumer protection law in your country of residence.
If you are a consumer in the European Union or the United Kingdom, you normally have 14 days to withdraw from a distance contract. Where you ask us to begin work within that period — which is the norm for project work — you acknowledge that the right of withdrawal ends once the service has been fully performed, and that if you cancel after work has begun you may be charged for the part already supplied. Business customers acting in the course of trade do not have a statutory withdrawal right.
9. Contact
Vmevo Networks LLC
1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, United States
billing@vmevo.com