Refund & Cancellation Policy
This policy describes which fees are refundable, how to cancel, and what happens on cancellation. It is part of your Terms of Service with Custom Software Solutions LLC.
1. Free cancellation window
Within the free cancellation window, your entire orderis refundable — including setup fees, your first month’s hosting fee, and any third-party pass-through fees that we have not yet paid out on your behalf (e.g. a domain registration we have not yet completed at the registrar). The window applies when either of the following is true at the time you request a refund:
- It has been less than 24 hours since your order was placed, or
- It has been less than 2 weeks since your order was placed and you have not yet completed the setup wizard in your dashboard.
Third-party fees we have already paid out at the time of your refund request are not refundable from us — these were paid to the third party (e.g. Namecheap for a completed domain registration) on your behalf. On request we will transfer ownership of any such third-party asset (the registered domain, etc.) to you so the cost is not lost.
Once both cancellation conditions are exhausted — i.e. more than 24 hours have passed andeither 2 weeks have elapsed or you have completed the setup wizard — the rules in Section 2 apply. At that point we have started building, so the setup fee and first month’s hosting become non-refundable.
To request a refund within the cancellation window, email [email protected] with your order ID. We aim to process refunds within one business day.
2. What is non-refundable
Outside the free cancellation window above, the following are non-refundable unless otherwise stated in writing:
- Setup fees (once the wizard is completed or the 2-week window has elapsed)
- The first month’s hosting fee (once the wizard is completed or the 2-week window has elapsed)
- Custom development fees
- Third-party fees once they have been paid to the third party (domain registration, registrar charges, etc.)
- Completed work (designs delivered, content written, pages built)
3. Subscription fees
Monthly subscription fees are billed in advance and are not prorated unless required by law or expressly agreed in writing. Cancelling mid-cycle ends future billing — it does not refund the current billing period.
4. How to cancel
Cancel from the dashboard at any time, or email [email protected] with your account email and order ID. We aim to confirm cancellations within one business day. Cancellation is effective at the end of the current paid billing period unless otherwise agreed.
We do not make cancellation harder than sign-up. If you cannot cancel through the dashboard, email support and we will process it manually.
5. Outstanding balances and export
Outstanding balances must be paid before we provide content export or migration assistance. After termination, Client may request a reasonable export of transferable website content within 30 days, subject to payment of outstanding amounts, technical limitations, and any applicable export or migration fees — see Section 11 of the Terms of Service.
6. Failed payments and chargebacks
Failed payments or chargebacks may result in suspension or termination of the Services. Client remains responsible for all amounts due. Where a chargeback is reversed in our favor, Client may owe reasonable processing-cost recovery.
7. Termination for abuse
We do not refund fees where we terminate for abuse, violation of the AUP, illegal activity, or material breach of the Terms.
8. Goodwill credits
We may, at our discretion, issue partial refunds or future credits in cases of significant service failure. These are case-by-case and not a contractual entitlement.