Refund & Cancellation — Digital Services

1. Scope

This Policy applies to Site Guard 365 project fees, deposits, retainers, subscriptions and approved third-party purchases, together with the accepted proposal and Terms. Mandatory statutory rights continue to apply.

2. Cancellation before work starts

A client may request cancellation before work starts. Any refund is calculated after deducting unrecoverable payment charges, approved third-party costs, reserved specialist capacity and discovery/preparation already completed. A booking, audit, urgent-slot, discovery or setup fee expressly identified as non-refundable remains non-refundable once that capacity or work has been provided, except where law requires otherwise.

3. After work starts

Payments are refundable only for a clearly separable and demonstrably unperformed portion, after deducting completed work, approved work in progress, committed capacity, non-cancellable subscriptions and third-party costs. A change of mind or preference outside the accepted brief does not create an automatic full-refund right.

4. Custom and completed digital work

• Completed audits, consultations, designs, content, code, configuration, migrations, reports and campaign setup are not refundable merely because the client changes its mind.
• Custom code and creative work cannot ordinarily be returned after delivery or deployment.
• For a reproducible defect that materially departs from scope, Site Guard 365 must first receive a reasonable opportunity to correct it.
• No refund applies to client edits, expired licences, unsupported third-party updates, hosting faults, attacks after delivery, platform suspension or work by another provider.

5. Monthly services

Cancellation stops future renewal after the applicable notice period. It does not normally refund the current billing cycle after capacity, monitoring, reporting, access or scheduled work has started. Unused hours do not convert to cash unless the proposal expressly says so.

6. Ad spend and third-party charges

Google Ads, Meta Ads, marketplaces, hosting, domains, plugins, themes, apps, payment gateways, stock assets and other third-party charges are controlled by those providers and are not refundable by Site Guard 365. Advertising spend already consumed, taxes, platform fees, account suspension and disapproval do not create a Site Guard 365 refund right if our own agreed service was provided.

7. Delay and inactivity

No refund is due for delay caused by missing access, content, approvals, feedback, platform review, third-party outage, change request or events beyond reasonable control. Long inactivity may lead to pause, rescheduling, closure or a restart fee.

8. Cancellation by Site Guard 365

If we cancel without client breach and cannot offer a reasonable alternative, we will refund the prepaid fee for the clearly unperformed portion after completed work and unavoidable third-party costs. No refund is due where termination results from unlawful instructions, abuse, security risk, non-payment, infringement or repeated non-cooperation.

9. Request process

1. Email policy@siteguard365.com with subject “Cancellation/Refund Request”.
2. Include client name, invoice/project reference, payment date, service, reason and evidence.
3. Allow reasonable review time before initiating a payment dispute, except where immediate action is legally necessary.
4. Complete identity or authority verification if requested.
5. Approved refunds are returned, where practical, to the original payment method.

10. Review timing

We aim to acknowledge a complete request within 3 business days and provide an initial decision or request for information within 7 business days. Approved refunds are generally initiated within 7–10 business days; banks and payment providers may require additional time.

11. Chargebacks

A chargeback does not automatically cancel contractual obligations or transfer ownership of unpaid work. We may provide proposals, approvals, logs, delivery records and communications to the payment provider. Fraudulent disputes may result in suspension and recovery of reasonable costs, subject to law.