Refund & Cancellation Policy

1. The short version

Three rules cover almost every situation:

• Nothing started? Full refund within 14 days, no questions asked.
• Work in progress? You pay for what has been produced, and the rest is refunded.
• Monthly plan? Cancel whenever you like; it runs to the end of the month you have paid for.

The sections below set out the detail. If your circumstances are not covered here, write to billing@kelvane.org and we will deal with it fairly.

2. Full refund window — 14 days

You are entitled to a complete refund of everything you have paid if you request it within 14 calendar days of your payment and we have not yet begun production work on your project.

"Production work" means design or development activity on your deliverables. It does not include the free discovery call or the preparation of your proposal, neither of which is charged for.

No explanation is required and no fee is deducted. We process these refunds in full to the original payment method.

3. Cancelling once work has begun

After production begins you may still cancel at any time by writing to billing@kelvane.org. In that case:

• you are charged only for deliverables that have been completed or substantially completed at the date we receive your notice;
• the remaining balance of any amount you have paid is refunded to you;
• we send you an itemised statement showing exactly what has been charged and why; and
• all work you have paid for is handed over to you, with full ownership, within five business days.

Where the value of completed work exceeds the amount you have paid, we will invoice the difference. We will never invoice for work you did not approve.

Worked example

You approve a $3,400 website project and pay a $1,700 deposit. Design is complete and approved, valued at $1,400 in the proposal, but the build has not started. You cancel. You are charged $1,400, refunded $300, and you receive the finished design files to keep.

4. Completed and delivered work

Once a project has been delivered, accepted and handed over, the fee is not refundable. Design and development work is bespoke, produced specifically for you, and cannot be returned or resold.

This does not affect your rights under the warranty in our Terms of Service. If a delivered item does not conform to the agreed specification, we will correct it at no charge for 30 days after delivery. If we cannot correct a material defect within a reasonable period, you are entitled to a refund of the portion of the fee attributable to that item.

5. Website care plan cancellations

Care plans are monthly subscriptions with no minimum term, no notice period and no cancellation fee.

• Cancel at any time from your billing portal or by emailing billing@kelvane.org.
• Your plan remains fully active until the end of the billing month you have already paid for. You keep the service you paid for.
• No further charges are made after cancellation.
• Part-months are not refunded, because the service was available to you for that entire period.

First month exception

If you cancel within 14 days of your very first care plan payment and we have not carried out any maintenance work or used any of your edit allowance, we refund that first month in full.

If we cannot deliver

If we fail to provide the services in a plan month through our own fault, we refund that month in full on request. We do not wait for you to chase us for this.

6. What is not refundable

To be straightforward with you, the following are not refundable:

• third-party costs we have paid on your behalf and cannot recover, such as font licences, stock imagery, plugin licences, domain registrations and hosting fees — these are always itemised and approved by you in advance;
• work completed and approved by you before cancellation;
• additional revision rounds that have already been carried out;
• projects cancelled because you have breached the Acceptable Use Policy; and
• a change of business direction after delivery, where the work itself conforms to what was agreed.

7. How to request a refund

1. Email billing@kelvane.org from the address associated with your account.
2. Include your name or company name, the project or plan concerned, and the approximate date of payment. An explanation is welcome but never required.
3. We acknowledge every request within one business day.
4. We confirm the refund amount, with an itemised statement where the refund is partial, within three business days.
5. Approved refunds are issued to the original payment method within five business days of confirmation.

Once we issue a refund, your bank or card issuer typically takes a further 5 to 10 business days to make the funds available. That part is outside our control.

Refunds are made in US dollars for the exact amount charged. If your card is denominated in another currency, exchange rate movement between the charge and the refund may mean the amount you receive differs slightly. That difference is set by your bank, not by us.

8. Please talk to us before a chargeback

If you are unhappy with a charge, contacting us directly is almost always faster than raising a chargeback with your bank, which typically takes 60 to 90 days to resolve.

We commit to acknowledging any billing complaint within one business day and resolving genuine billing errors in full. If we have made a mistake we will say so and correct it.

If a chargeback is raised, we will supply the payment processor with the approved proposal, the delivery record and our correspondence with you. Where a chargeback is later found to be unfounded, any resulting fees may be added to your outstanding balance.

9. If you disagree with our decision

If you believe a refund has been wrongly declined or incorrectly calculated, write to legal@kelvane.org with the subject line "Refund review". A different person from the one who handled your original request will review it and respond within 10 business days.

This policy does not limit any statutory rights you have as a consumer under the law of your country of residence.

10. Contact

Kelvane LLC — Billing
30 N Gould St Ste R
Sheridan, WY 82801
United States

Refunds and billing: billing@kelvane.org
Escalation: legal@kelvane.org
Telephone: +1 (307) 622-4751
Monday to Friday, 9:00–18:00 Eastern Time