Refund & Cancellation Policy
This policy explains how cancellations, refunds, and hosting renewals are handled. Project-specific terms in a written proposal, invoice, or signed agreement control if they differ from this policy.
1. Custom website and project work
- If a client cancels before Vulparo begins work or incurs a non-refundable third-party cost, amounts paid for the canceled work will be refunded.
- After work begins, payments are non-refundable to the extent they cover completed work, reserved production time, approved work, or non-refundable third-party costs.
- If a client cancels mid-project, Vulparo may provide a partial refund of any clearly unearned amount after deducting completed work and committed costs.
- Completed, delivered, or approved work is not refundable merely because the client changes direction, stops responding, or no longer wants the project.
- If Vulparo cancels because it cannot reasonably complete the agreed work and the client is not in breach, Vulparo will refund the unearned portion of project fees.
2. Client delays and abandoned projects
If a client fails to provide required materials, approvals, or feedback, the project may be paused and rescheduled. A project may be treated as abandoned after reasonable written attempts to obtain a response. Amounts already earned or committed remain non-refundable, and restarting may require a new schedule or fee.
3. Hosting included with a website
Qualifying website plans include six months of hosting at no additional charge beginning on the public launch date. Vulparo will send renewal reminders approximately two weeks and one week before the included period ends.
The client may decline renewal without a cancellation fee. Hosting is not automatically charged unless the client has separately authorized recurring billing or approved a renewal invoice.
4. Paid hosting renewals
- A cancellation received before a paid renewal term begins prevents the upcoming renewal charge.
- After a monthly or yearly hosting term begins, the hosting fee is generally non-refundable except for duplicate charges, billing errors, service not provided, or where required by law.
- Canceling hosting stops future renewal. It does not automatically include migration, domain transfer, redesign, or third-party cancellation work unless stated in writing.
- The client should request and download any available website export before hosting ends.
5. Third-party fees
Domain registrations, premium plugins, stock assets, paid APIs, advertising spend, software subscriptions, payment-processing fees, and other third-party costs are refundable only if the third-party provider refunds them to Vulparo.
6. How to request a cancellation or refund
Email hello@vulparo.com with the client or business name, invoice number if available, the service involved, and the reason for the request. Approved refund timing depends on the payment method and processor.
7. Chargebacks
Clients should contact Vulparo before starting a chargeback so billing errors or service issues can be reviewed. Fraudulent or abusive chargebacks may result in suspension of work, hosting, support, or transfer of unpaid deliverables.