Refund & Cancellation Policy

Important: This Refund Policy is part of our Terms & Conditions. Capitalized terms have the same meaning as defined in the Terms. In case of any conflict between this page and the Terms, the Terms control. This policy applies to standard packages listed on our Packages page. For custom or enterprise projects with individual proposals that include specific refund or milestone terms, the proposal terms supersede this policy to the extent of any conflict.

1. Refund — Days 1 to 7

You may request a refund within 7 calendar days of payment. The refund amount is 100% of the payment minus a $100 CAD administrative fee (plus applicable tax, non-refundable). This window expires 7 calendar days after the payment date.

Why the $100 administrative fee? This covers non-recoverable costs incurred upon order placement, including payment processing fees (Stripe), account setup, initial discovery work, and administrative overhead. These costs are incurred immediately upon order and cannot be recovered by us if you cancel.

Refunds are processed within 7–21 business days to the original payment method. If the original payment method is no longer available (e.g., expired card, closed account), we will contact you to arrange an alternative refund method.

2. Partial Refund — Days 8 to 21

If Substantial Completion (defined in §3 below) has not been reached, you may cancel between 8 calendar days and 21 calendar days from payment for a partial refund calculated as follows:

• 75% of fees paid (before tax) refunded
• $100 CAD (+ applicable tax) administrative fee withheld (non-refundable)
• $75 CAD/hour deducted for all work completed by the Company (including design, development, planning, communication, and project management time)

Verification of Hours: All time spent on your project is tracked using Clockify, Google Sheets, or a comparable time tracking method. Upon request, we will provide you with a time log showing the date, duration, and description of work performed on your project. We encourage you to request this log before accepting any refund calculation.

3. No Refund — After 21 Days or Substantial Completion

No refund is available after any of the following triggers, whichever occurs first:

21 calendar days from payment date

Substantial Completion — defined as any of the following, provided the work performed is meaningful and material (i.e., represents substantive progress, not merely token or preliminary work):

• Design approved: Mockups or wireframes approved by the Customer in writing (email or form submission)
• Development begun: Custom coding representing at least 2 hours of substantive development completed by the Company
• Staging access: Customer provided access to a staging environment with work reflecting at least 25% of the agreed scope

Substantial Completion is considered reached no earlier than 48 hours after the initial order (cooling-off period during which the Customer may cancel for a refund under §1).

Website delivery — site published to a staging or live URL and Customer notified via email

4. Company's Right to Cancel

The Company reserves the right to cancel any order on the following grounds:

• Customer Non-Performance: Customer fails to provide required content, feedback, or approvals after 2 written requests sent at least 5 business days apart. In this case, a partial refund may be issued at the Company's reasonable discretion based on work completed, costs incurred, and the stage of the project. The $75 CAD/hour rate and $100 CAD administrative fee will be applied to the calculation.
• Terms Violation: Customer violates the Terms & Conditions. Refund eligibility and amount will be assessed in good faith based on the nature and timing of the violation.
• Jurisdictional Ineligibility: Customer is located in a jurisdiction not served by the Company. A full refund minus any non-recoverable third-party payment processing fees will be issued.
• Inability to Perform: If the Company is unable to commence meaningful work on your project within 30 calendar days of payment for any reason other than Customer non-performance or Force Majeure (as defined in our Terms), you are entitled to a full refund of all fees paid, including the administrative fee.

5. Always Non-Refundable

• $100 CAD (+ applicable tax) administrative fee (applies to all cancellations except Company's inability to perform under §4)
• Maintenance requests ($99 CAD per request) once work on the request has begun
• Change orders and additional development hours where work has been performed
• Hosting, domain registration fees, and third-party plugin/theme licenses purchased on your behalf
• Non-recoverable fees charged by third-party payment processors (e.g., Stripe processing fees, currency conversion fees)

6. How to Request a Refund

Email hello@capecraftdigital.com with your Order ID (from your confirmation email) and a brief explanation for the cancellation request. We will acknowledge your request within 3 business days. Refunds are processed within 7–21 business days from the date your refund is approved to the original payment method. Refund amounts are calculated based on the Terms & Conditions and this policy as of the date of your order. The 7–21 business day processing period begins after we confirm the refund amount with you in writing.

7. Chargebacks & Payment Disputes

If you believe there is an error in your charge or wish to dispute a payment, we encourage you to contact us at hello@capecraftdigital.com before initiating a chargeback through your bank or card issuer. We are committed to resolving billing concerns directly and promptly. If you initiate a chargeback or payment dispute:

• We reserve the right to suspend work on your project until the dispute is resolved.
• We may provide this Refund Policy, our Terms & Conditions, and related records (including your acceptance timestamp, consent ID, and policy hashes stored in Stripe metadata) to the payment processor or financial institution as evidence of the agreed terms.
• If a chargeback is resolved in our favor, any fees we incurred in defending the chargeback (including Stripe dispute fees) may be deducted from your project or added to your outstanding balance.
• Frivolous or fraudulent chargebacks may result in termination of services and being barred from future purchases.

8. Geographic Scope & Governing Law

Our services are intended for customers in Canada, the United States, and India. If you are located in a jurisdiction not listed above, please contact us before purchasing to confirm eligibility. This policy is governed by the laws of the Province of Nova Scotia and the federal laws of Canada applicable therein. Certain jurisdictions (including India and certain US states) may provide mandatory consumer protections that cannot be waived by agreement; nothing in this policy is intended to override such legally mandated protections to the extent they apply. Note for Indian customers: Under the Consumer Protection Act, 2019, you may have the right to file a complaint with the consumer forum in your district. However, the substantive terms of this Refund Policy (refund percentages, timeframes, and calculation methods) are governed by Nova Scotia law as agreed in our Terms. We recommend reviewing your local consumer rights before purchasing.

Stripe Refund Limitations: Stripe, our payment processor, allows refunds to the original payment method for up to 180 days after the transaction. Beyond this period, refunds may need to be processed through alternative methods (e.g., bank transfer). If this applies to your refund, we will contact you to arrange an alternative method.

9. Disputes

Before initiating any legal proceedings, both parties agree to attempt good-faith mediation. If mediation fails, disputes shall be resolved exclusively in the courts of Halifax, Nova Scotia, Canada, as detailed in our Terms & Conditions.