Terms of Service

Effective Date: 7/2/2026 Last Updated: 7/2/2026

Overview

This policy explains when refunds are and aren't available for Digital Willow projects. It applies alongside the Terms of Service and any signed Service Agreement or proposal.

Deposits Are Non-Refundable

A 50% deposit is required to book a project. The deposit secures your slot on my calendar, reserves the days needed to build your site, and covers planning and setup work that begins before the build itself. Once paid, the deposit is non-refundable, including if you change your mind, delay the project on your end, or decide not to proceed after work has started.

Revisions Are the Remedy for "I Don't Like It"

Two rounds of revisions are included in every project for this exact reason: to give you the chance to adjust layout, styling, and content until the site reflects what you asked for. If something isn't right, the fix is a revision request, not a refund request.

I don't issue refunds because a client:

  • Changes their mind about a subjective preference (color, layout, font, tone) after approving direction

  • Decides after the build starts that they want a different platform, structure, or approach than what was scoped

  • Simply doesn't like the result, without a specific, actionable issue raised during the revision window

If you're unhappy with a specific element, tell me what's wrong and I'll fix it within the included revision rounds. That's what they're for.

When a Refund Applies

A refund (full or partial, depending on work completed) applies only when I fail to deliver what was agreed:

  • I miss the agreed delivery timeline through my own fault, with no attempt to resolve it

  • The delivered site doesn't match the scope confirmed in writing before the build started

  • I'm unable to complete the project for reasons within my control

In these cases, you'll be refunded for work not delivered. Work already completed and delivered — including design decisions, pages built, and revisions completed — isn't refunded, since that time and output has already been provided.

What Isn't Covered

  • Third-party costs. Shopify/Squarespace subscription fees, apps, plugins, domains, and stock assets purchased on your behalf are non-refundable once purchased, as they're billed directly by the provider.

  • Copywriting add-ons. Once copy is delivered, it's considered complete work and isn't refundable, though it remains subject to the same revision terms as the rest of the project.

  • Change of business direction. If your business plans change mid-project (e.g., you decide not to launch, pivot your offer, or pause indefinitely), the project is treated as a client-side cancellation, not a service failure. The non-refundable deposit and any completed milestone payments apply.

Cancellation After Work Has Started

If you cancel after the deposit is paid and work is underway, you're responsible for payment covering the work completed to that point, calculated against the total project price. Any amount already paid beyond that point may be refunded; any amount owed for completed work is invoiced before the project closes.

How to Raise an Issue

If something about your project isn't meeting the agreed scope, email me at info@digital-willow.com with specifics. I'll address legitimate delivery issues directly and promptly. Refund requests based on subjective preference after the revision window has been used are not honored.

Changes to This Policy

I may update this policy from time to time. Changes will be posted on this page with an updated "Last Updated" date.