Refund & cancellation policy.
This explains how refunds and cancellations work at Stroder Web Services ("SWS", "we", "us", "our"). By engaging SWS for any service, you agree to the terms below. We aim to be fair on both sides.
1. Project deposits
Deposits are non-refundable. When you pay your 50% deposit, you are reserving a build slot on our production schedule. That slot is held exclusively for your project, which means we turn away other work to accommodate yours.
Because of that, deposits are not refundable under any circumstance when the client initiates the cancellation.
2. Cancellation by the client
If you decide to cancel your project after work has begun:
- Any work completed up to the point of cancellation will be billed at a rate of $50 per hour.
- If the hourly total for completed work is less than your deposit, the remaining balance will be refunded to you.
- If the hourly total for completed work exceeds your deposit, you will be invoiced for the difference.
- No completed or in-progress work product will be delivered until all outstanding balances are paid.
3. Cancellation by SWS
If SWS cancels your project for any reason that is not caused by the client (e.g., we are unable to fulfill the agreed scope of work):
- You will receive a full refund of your deposit.
- Any additional payments already made will also be refunded in full.
4. Pay-As-You-Go (PAYG) cancellation
If you chose the PAYG plan (paying the build over 12 months instead of upfront), cancellation works slightly differently because ownership of your site files transfers when the build is fully paid:
- Cancel any month, no exit fees. You can stop the subscription at any time through Stripe or by emailing us.
- 30-day grace period. After your final billing cycle ends, your site stays live for an additional 30 days. Gives you time to migrate elsewhere or change your mind.
- Site files stay with SWS until paid in full. If you cancel before month 12, the site goes offline after the grace period and we keep the source files. You don't owe us anything further, and you keep all payments made to that point as fair compensation for the months your site was active.
- Pay-off-early option. At any point during PAYG, you can pay the remaining balance as a single lump sum to take ownership of your site files immediately, even if you cancel hosting going forward.
- Month 12 completion. When all 12 PAYG payments are made, the site is yours. Source files, domain (which has been in your name the whole time), and any custom features (including ecommerce code) become yours. Hosting continues only if you keep the monthly hosting subscription active.
5. Monthly hosting cancellation (cash-paid clients)
- You may cancel your monthly hosting at any time by providing 30 days' written notice via email.
- 30-day grace period. After your final billing cycle ends, your site stays live for an additional 30 days before going offline. Same grace as PAYG clients get.
- No refunds for partial months. If you cancel mid-cycle, your hosting remains active through the end of the current billing period, then the 30-day grace begins.
- After the grace period, SWS is not responsible for maintaining, storing, or backing up your website files. We will export your files and provide them to you on request, at no charge, anytime before grace ends.
6. Rush fees
- If you requested and paid a rush fee for expedited work, that fee is non-refundable once work has begun.
- If work has not yet started at the time of cancellation, the rush fee may be refunded at SWS's discretion.
7. How to request a cancellation
To cancel a project or hosting service, send a written request to:
Email: [email protected]
Please include:
- Your name or business name
- The project or service you are cancelling
- The reason for cancellation (optional, but helpful)
We will confirm receipt of your cancellation request and provide any applicable refund details within 5 business days.
8. Questions
If you have any questions about this policy, reach out at [email protected]. We're happy to walk you through anything.