Refund Policy

1. When we refund

This policy explains when a payment to CEL Website Design LLC can be refunded. It covers project deposits and balances, monthly care plans, mobile device management, consultations, merchandise, and LeadPitch plans, credits, and add-ons. All card payments are processed by our payments provider, Base44 Payments.

We refund a charge when it was duplicated, when it was made in error, when a paid feature does not work and we cannot fix it for you, and whenever the law requires it. Outside those cases, purchases are not refundable.

2. Project deposits and balances

• The 50% deposit reserves build time and is non-refundable once work has started.
• The remaining 50% balance is due at completion. Once a final invoice is paid and the files, admin access, or domain are handed over, that payment is not refundable.
• If you cancel before work starts, we refund the deposit less any third-party costs already purchased for your project (domains, licenses, stock assets).
• If we cancel a project for our own reasons, we refund any amount paid for work not yet delivered.
• Completed work is billable. A cancellation mid-project leaves you responsible for completed hours and prorated deliverables.

3. Care plans and subscriptions

Monthly care plans, VIP retainers, device management, and similar subscriptions are billed in advance and renew automatically until cancelled. Cancelling stops the next charge; it does not refund the period already paid for, and your access continues until that period ends.

Cancel any time before the renewal date from your client dashboard, or email us and we will cancel it for you. Unused hours in a billing period do not roll over and are not refunded.

4. Consultations and bookings

Free consultations are always free. If a paid session is cancelled at least 24 hours ahead, we will reschedule it or refund it. Sessions missed without notice are not refundable.

5. Add-ons and custom work

• Additional pages, homepage setups, and hourly work are billed for time already spent and are not refundable once delivered.
• Emergency edits billed in one-hour minimums are not refundable once the fix has been made.
• Print, logo, and merchandise orders are not refundable once production or ordering has begun, since those items are made or purchased specifically for you.

6. LeadPitch plans, credits and add-ons

• LeadPitch plans and add-ons are billed in advance and renew automatically until cancelled. Cancelling stops the next charge and does not refund the period already paid for.
• Lead credits and lookup credits are prepaid, tied to your account, and do not expire. If a lookup fails with an error, the credit returns to your balance automatically; a thin or incomplete result from public sources is not a service failure.
• Contact data packs are delivered as a download link, so they cannot be returned. If the link never arrives, the file will not open, or you received the wrong pack, tell us and we will fix it or refund the purchase.
• Credits already purchased are not refundable for cash, except where the law requires it or where the purchase itself was duplicated or made in error.

7. How to request a refund

Email celwebsitedesign@gmail.com with the email address on your account, the date of the charge, what you bought, and what went wrong. We aim to reply within 5 business days.

Approved refunds go back to the original payment method through Base44 Payments. How quickly it appears depends on your bank or card issuer and is usually 5 to 10 business days.

Please contact us before disputing a charge with your bank. Most problems are one email away from being fixed, and a dispute raised first can suspend your account.

8. Your statutory rights

Nothing in this policy removes a right you have under the law where you live, including a right of withdrawal or a statutory refund right that applies to you. If you believe a charge should be refunded under a law that protects you, tell us and we will review it under that law.