1 · The Short Version & 30-Day Guarantee
If something we sold you isn't right, write us within 30 days of purchase and we will refund you in full. We do this because it's the right thing to do, and we would rather have a happy non-customer than a frustrated one. The sections below explain exactly how refunds apply across software products, licenses, and bespoke studio services.
2 · Digital Products, Templates & Plugins
Digital products — including WordPress plugins, themes, HTML templates, and component packs — can be refunded within 30 days of purchase, no questions asked. We may ask why so we can improve our products, but your refund will be processed regardless.
- Full refund credited back to your original payment card or PayPal account.
- Upon refund, the corresponding software license key is revoked on our licensing server.
- Automatic update delivery and customer support for that license are permanently disabled.
3 · Subscriptions, Renewals & License Upgrades
We notify you via email 14 days before any recurring subscription renews. If your subscription renews automatically and you did not intend to continue, contact us within 7 days of the renewal charge for an immediate full refund.
When upgrading an existing license tier (e.g., Starter 1 site to Professional 5 sites), your unused balance is credited pro-rata toward the upgrade.
4 · Custom Studio Services & Milestones
For bespoke engineering and design engagements:
- Before Work Begins: If you paid a deposit but work has not commenced, you may cancel for a 100% full refund.
- After Work Commences: You may cancel on 14 days' written notice. You will be billed only for milestone work completed up to the date of notice; any prepaid surplus will be refunded within 7 working days.
- The Lighthouse 100 Guarantee: For our standalone Speed Pass service, if we fail to achieve a 100/100 mobile Lighthouse performance rating within the agreed timeframe, we refund the fee in full.
5 · How to Request a Refund
We deliberately make refund requests as frictionless as possible:
- Reply directly to your order receipt email with "Refund please".
- Or email [email protected] quoting your order number or license key.
- Or submit a support ticket via your customer portal at Account → Support.
There are no lengthy questionnaires or bureaucratic hoops. A simple note is all it takes.
6 · Processing Timelines & Payout Methods
We acknowledge all refund requests within 1 business day. Approved refunds are issued to your original payment processor (Stripe, Paddle, PayPal) within 3 working days. Depending on your bank or credit card issuer, funds typically reflect in your statement within 3 to 10 business days.
7 · Policy Exceptions & Exclusions
The following items are non-refundable:
- Bespoke service deliverables that have been formally signed off and approved beyond the 30-day window.
- Promotional bundle items purchased with deep promotional discount codes exceeding 50% (evaluated case-by-case).
- Orders older than 12 months.
8 · Chargebacks & Merchant Disputes
If you encounter an issue with an order or charge, please write to us first — we resolve requests much faster than bank dispute channels. Initiating a bank chargeback without contacting our support team may trigger automated revocation of associated software licenses and account suspension while the dispute is reviewed.
9 · Refund Helpdesk & Support
For questions regarding refunds, license cancellations, or invoicing adjustments, email us at [email protected]. We respond within ~6 business hours and promise to be fair and reasonable.