Refund & Cancellation Policy Last updated: March 2026
1. Overview
ProsCommerce Ltd provides custom web design, development, and digital marketing services. Because all projects are custom-built to the client’s specific requirements, our refund and cancellation terms reflect the nature of bespoke creative and technical work.
By proceeding with any project and making payment, the client agrees to the terms outlined in this policy. All project scopes, deliverables, and pricing are confirmed in writing via formal proposal before any payment is requested.
2. Deposit & Payment Structure
A non-refundable deposit of 25% of the total agreed project fee is required before work begins. This deposit secures your project slot and covers initial planning, research, and setup work.
Remaining payments are structured around project milestones as agreed in your proposal. Payment at each milestone confirms satisfaction with work completed to that point.
Final payment is due upon project completion and before the website goes live or files are transferred to the client. Release of final payment constitutes acceptance of the completed work.
3. Cancellation Policy
Either party may cancel a project by providing written notice via email. The following terms apply based on project stage at the time of cancellation:
Before Work Begins: The deposit is non-refundable as it covers administrative and planning time. Any additional payments made will be refunded in full.
During Development (0–50% Complete): The deposit is non-refundable. A partial refund of subsequent payments may be issued at ProsCommerce’s discretion based on work completed.
During Development (50–99% Complete): All payments made are non-refundable as the majority of work has been completed and delivered.
After Delivery & Go-Live: Once the website has been delivered, launched, and/or transferred to the client, all payments are non-refundable. The service has been fully rendered at this point.
4. Refund Policy
Due to the custom nature of our services, refunds are not provided once work has been completed and delivered as agreed. Refunds may only be considered in the following circumstances:
ProsCommerce Fails to Deliver: If ProsCommerce is unable to complete the agreed scope of work and no alternative resolution can be reached, a proportional refund will be issued for work not completed.
Duplicate Payments: Any accidental duplicate payments will be refunded in full within 5–7 business days upon verification.
Non-Refundable Circumstances: Refunds are not issued for dissatisfaction with business results, sales performance, or marketing outcomes. Website traffic, conversions, and sales are dependent on marketing activities which are entirely separate from web design and development services. These outcomes are outside the scope of ProsCommerce’s work and are not grounds for a refund under any circumstances.
Marketing Performance: ProsCommerce’s scope of work is strictly limited to web design and development unless explicitly stated otherwise in a written proposal. The performance of a website in terms of organic traffic, search engine rankings, paid advertising results, social media engagement, or sales conversions is not guaranteed and is not the responsibility of ProsCommerce. Clients are solely responsible for their own marketing activities or those of their appointed marketing team. Dissatisfaction with marketing results, conversion rates, or business revenue after website delivery does not constitute grounds for a refund or any dispute.
5. Revisions & Dispute Resolution
ProsCommerce is committed to client satisfaction. Before considering cancellation or raising a dispute, clients are strongly encouraged to contact us first at info@proscommerce.com with details of their concern. We aim to respond within 1–2 business days and will work to resolve any issues promptly.
All projects include revisions within the agreed scope. Revision requests must be submitted in writing via email clearly describing the changes required.
If a resolution cannot be reached directly, both parties agree to attempt mediation in good faith before initiating any formal dispute or chargeback process.
6. Chargebacks
Filing a chargeback without first contacting ProsCommerce to attempt resolution is considered a breach of this agreement. ProsCommerce reserves the right to dispute any chargeback with full supporting evidence including all project communications, deliverables, and payment records. All client communications, revision requests, delivery confirmations, and acknowledgements are archived and may be submitted as evidence in any dispute process.
Contact: info@proscommerce.com