General policy
FJ Design Brand Solutions provides custom digital services, including websites, branding, marketing, software, mobile apps, booking systems, hosting, domains, automation, and support. Because many services involve planning, design time, technical setup, strategy, and custom work, refunds are reviewed based on the stage and nature of the service.
A signed service-specific agreement may contain different terms for the service it covers. This policy and any agreement remain subject to applicable law, including any non-waivable cancellation or refund rights.
Deposits and setup fees
Deposits, setup fees, onboarding fees, discovery fees, and project start payments are generally non-refundable once work has started, resources have been scheduled, strategy has been prepared, or technical setup has begun.
If no work has started and no resources have been allocated, we may review a refund request on a case-by-case basis.
Website subscriptions and monthly services
Monthly website plans, marketing retainers, maintenance plans, hosting support, and ongoing service subscriptions are billed according to the accepted agreement. After a client has received website management services for more than 30 days from the service commencement date, payments attributable to website management services already delivered are generally non-refundable, subject to the accepted agreement and applicable law.
Refund requests within the first 30 days are assessed under the applicable agreement, this policy and applicable law; the 30-day period does not itself promise an automatic refund. For prepaid future service periods, including unused time in an annual subscription, any refund or credit is determined under the accepted service agreement and applicable law. Nothing in this policy limits cancellation or refund rights that cannot legally be waived.
Customers may request cancellation at any time through the client portal or an authorized support channel, subject to the billing and cancellation procedures in their accepted agreement. Cancellation takes effect according to the applicable billing period and procedure. There is no early cancellation penalty or requirement to pay the remaining months of the 36-month website ownership qualification period. Amounts already due and refunds for services provided remain subject to the accepted agreement and applicable law.
Website subscription ownership qualification
Eligible website subscriptions have a 36-month ownership qualification period. After completing 36 qualifying paid service months, with applicable charges settled and contractual obligations fulfilled, a customer may request ownership transfer of the agreed custom website deliverables without an additional website buyout fee. Standard packages require 36 consecutive paid service months unless a written agreement provides otherwise. Annual payments count as the corresponding service months are completed and do not accelerate qualification.
Ownership transfer is optional and occurs only at the customer's request. FJ Design Brand Solutions does not require or automatically initiate a transfer. Reaching 36 qualifying paid service months does not automatically terminate the subscription. The customer may continue their website management subscription for as long as they wish, subject to its terms and payment; its included benefits continue while it remains active.
Cancelling before ownership qualification
A customer who cancels before completing the 36 qualifying paid service months does not acquire ownership of the subscription-developed website's custom source code, design files, templates, configurations or other development assets belonging to FJ Design Brand Solutions or their respective rights holders. The subscription, hosting and associated services end on the applicable service termination date under the accepted agreement.
The customer retains rights to their registered domain and registration rights, business logo, trademarks, branding materials, original documents, photographs, written content, customer records, booking information and other business data. FJ Design Brand Solutions will not withhold customer-owned assets solely because the website ownership qualification period has not been completed.
Business data download and export
Customers may request access to their eligible business information and administrative records through supported download or export tools. Available formats may include PDF, CSV, Excel or other supported portable formats.
For scheduled cancellation, customers will be offered an opportunity to export available data at least seven calendar days before the effective termination date where sufficient notice is available. For an immediate cancellation, a reasonable opportunity to retrieve available data before access ends will be provided where technically feasible and subject to security and applicable legal requirements. Data rights do not include ownership of proprietary website, CRM or booking-system source code.
Booking software and CRM
Booking systems, CRM platforms, automation tools and related proprietary software are licensed services and remain the property of their respective rights holders. Access ends when the applicable subscription entitlement terminates; a separately purchased service may continue under its own agreement. Customers retain rights to their own business and customer data, but those rights do not transfer ownership of the software or its source code.
Services after an ownership request
If an eligible customer requests website ownership transfer, the website management subscription and its included benefits stop immediately upon the request, subject to the accepted agreement and applicable law. Handover of eligible deliverables will be arranged separately within a reasonable time. The customer remains responsible for amounts already due, subject to applicable billing, refund and legal requirements.
Included or free updates, maintenance, support, hosting, domain management, CRM and online booking access end with the website management subscription. The customer is responsible for arranging and paying for domain renewals, hosting and hosting renewals, maintenance, security, software licences and other services needed to operate the website. Separately purchased services may continue under their own agreements. Website ownership does not include third-party licences or proprietary FJ Design Brand Solutions technology unless expressly agreed in writing.
The full website subscription, cancellation, ownership and handover terms are set out in our Terms & Conditions.
Project payments and completed work
Payments for completed milestones, delivered drafts, approved designs, development work, launched pages, strategy documents, campaign setup, content, or completed technical work are generally non-refundable, subject to the accepted agreement and applicable law.
If a project is cancelled before completion, any possible refund will be calculated after deducting completed work, time spent, resources used, third-party costs, and administrative costs.
Third-party costs
Third-party costs are generally non-refundable once purchased or activated, subject to the accepted agreement and applicable law. This may include domain names, hosting, SSL certificates, plugins, themes, stock assets, software licenses, paid ad spend, payment gateway fees, app store fees, email tools, and external platform charges.
Third-party providers may have their own refund policies, and FJ Design Brand Solutions cannot guarantee refunds for those services.
Digital marketing and advertising
Digital marketing, SEO, content, social media, and advertising management fees cover strategy, setup, creative work, monitoring, optimization, and reporting. These service fees are generally non-refundable once work has started.
Advertising results are affected by budget, competition, audience behavior, platform rules, market conditions, and approval processes. Refunds are not issued because a campaign did not produce a specific ranking, sale, lead volume, or revenue outcome.
Client delays or abandoned projects
If a project is delayed because required content, approvals, access, feedback, or payment is not provided by the client, the payment remains attached to the work already scheduled or completed.
Projects that remain inactive for an extended period may require a restart fee, updated quote, or new timeline before work resumes.
Refund request process
To request a refund review, contact us through the FJ Design Brand Solutions online system with your name, business name, invoice or project reference, payment date, service purchased, and reason for the request.
We will review the request, check the project status, and respond with the available options. Approved refunds may take several business days to process depending on the payment method and financial provider.
Service corrections
If there is a clear issue with work we delivered, we prefer to correct the issue within the agreed scope before considering a refund. Clients should report concerns as soon as possible with specific details, screenshots, links, or examples.
Policy updates
We may update this refund policy as our services, pricing, payment methods, or business processes change. The updated version will be posted on this page.