At Deepwater Pixel, we provide our service with the level of expertise you have come to expect from premium managed service providers (MSPs). However, we do understand that needs change, expectations sometimes to not match realities, and there are even some situations where clients are unsatisfied. Because we offer a variety of services, we maintain appropriate refund policies for each type of service, as listed below.
Website Design
When you pay us for a website design, you are effectively paying for completed work. What this means is that what we deliver has been through a planning, build, and review process, where you've been included at every stage. This work is largely human-powered, requiring us to invest significant amounts of time to produce your awesome website. For this reason, we only offer a refund in the Planning phase of your website. In order to start the planning process, we require a 30% initial deposit. You are entitled to a refund of 100% of the initial deposit (30% of the project's estimated cost), if requested within 30 days of the payment date. Any additional payments for the completion of your website build are non-refundable.
Website Design Post Services
If we are building a website for you, and you decide not to host with us and would like us to setup a hosting account for you, we charge a transfer fee equal to a single month of service, to account for our hosting costs as we built your site. This amount is non-refundable, as it is a service that cannot be retracted once it has been completed by our team. All sales of website transfer services are non-refundable.
Website Hosting & Maintenance Services
We will provide a pro-rated refund for any part of your hosting plan that you have not used. So, if you have a Business Basic plan ($200/mo), and requested your refund halfway through the month that you've paid for, we will refund you $100 for the unused hosting and maintenance services. Please note, upon cancellation of hosting service, we will provide a .zip file containing your website files and database at no charge. If you want your service cancelled and would like us to move your service to another hosting account for you, you must pay a cancellation transfer fee equal to one month of service from your plan. Payment for previous months of provided web hosting and maintenance services are non-refundable.
Email Services
When you allow us to provide you with email services, there are necessary technical changes to cancel this service. As such, we do not provide a refund for email services unless there is an overpayment. Changes to G Suite-based email accounts will result in a transfer of your services to an account that is in your control, whereupon you will be made responsible for payments to maintain the email service. Any payment for previous months of provided email maintenance services are non-refundable.
WordPress Help & Support Services
We will provide a pro-rated refund for any part of your help & support plan that you have not used. So, if you have a monthly service help & support plan, and requested your refund halfway through the month that you've paid for, we will refund you half of your payment for unused services. Payment for previous months of provided WordPress Help & Support services are non-refundable.