Refund & Cancellation Policy
Clear and transparent refund terms for all our services. Your satisfaction is our priority.
Our Commitment to Fairness
At Pikasso Studio, we stand behind the quality of our work. This Refund & Cancellation Policy explains the conditions under which refunds are provided for our services.
All payments are processed securely through Stripe, our trusted payment gateway. This policy complies with Stripe's payment terms and applicable consumer protection laws.
Our Refund Philosophy
We believe in fair and transparent refund practices. While we cannot offer refunds for completed work, we provide clear cancellation options and pro-rated refunds where appropriate. Your satisfaction matters to us, and we'll work with you to find a solution.
Monthly Retainer Services
Cancellation Terms
- Notice Period: You may cancel your retainer at any time by providing 7 days' written notice before the next billing cycle.
- Cancellation Method: Email your cancellation request to hello@pikassostudio.com with the subject line "Retainer Cancellation."
- Effective Date: Cancellation becomes effective at the end of your current billing cycle.
- No Long-Term Contracts: Our retainers are month-to-month with no long-term commitment required.
Refund Eligibility
Eligible for Refund
Not Eligible for Refund
Pausing Your Retainer
Alternative to Cancellation
If you need a temporary break, you can pause your retainer for up to 3 months without penalty. Simply notify us 7 days before your next billing cycle. This allows you to resume services later without restarting the onboarding process.
What Happens After Cancellation
- You will retain access to services until the end of your current billing period
- All completed work and files will be delivered to you
- Work-in-progress will be provided in its current state
- Your account will remain accessible for 30 days for file downloads
- No automatic renewal after your final billing period
Website Development (One-Time Projects)
Payment Structure
- Initial Deposit: Upfront payment (typically 50%) required to begin work as specified in your proposal
- Final Payment: Remaining balance due upon project completion before final delivery
*Exact payment amounts and structure outlined in your signed proposal.
Refund Policy by Project Stage
Stage 1: Before Work Begins
- Full Refund Available: 100% refund of deposit if you cancel before we start work (typically within 48 hours of payment)
- Processing Fee: Payment processor fees may be deducted from refund
- Timeline: 5-10 business days for refund to appear in your account
Stage 2: During Design Phase
- Partial Refund: Typically 75% of deposit refunded
- Retained Amount: Covers design research, wireframing, and initial concepts completed
- Deliverables: You receive all design work completed to date
Stage 3: During Development Phase
- Partial Refund: Typically 50% of deposit refunded
- Retained Amount: Covers design + development work completed
- Deliverables: All design files and partially developed website provided
Stage 4: Final Review & Revisions
- Limited/No Refund: Deposit generally non-refundable at this stage
- Reason: Substantial work has been completed and delivered for your review
- Alternative: We will work with you to complete the project to your satisfaction using your included revision rounds
Stage 5: After Final Payment
- No Refund: All payments are final once the completed website is delivered
- Post-Launch Warranty: We provide free fixes for technical issues discovered within warranty period (as specified in agreement)
- Ongoing Support: Additional changes available at our standard rates as outlined in your service agreement
Termination by Client
If you choose to terminate the project mid-way:
- You pay for work completed to date based on project stage
- Plus a 25% termination fee of the remaining balance
- All work-in-progress files are delivered to you
- Partial refund calculated within 7 business days
Example: If you terminate during the development phase (Stage 3), you would typically receive approximately 50% refund of your deposit, and retain all design and partial development files. Exact refund amounts calculated based on work completed.
Satisfaction Guarantee
Our Promise:
We stand behind our work. If the final website does not substantially meet the agreed-upon specifications outlined in your project brief, and we are unable to resolve issues within your 2 included revision rounds, we will provide a pro-rated refund based on work not meeting specifications.
Additional Fees & Charges
Add-On Services
Additional services purchased separately are subject to their own refund terms:
- Extra Pages & Features: Refundable if not yet started, non-refundable once delivered (pricing varies by scope)
- Premium Plugins/Tools: Generally non-refundable due to third-party licensing restrictions
- Stock Photos/Assets: Non-refundable once purchased (third-party licensing)
- Domain & Hosting: Subject to third-party provider refund policies
*Refer to your invoice and service agreement for specific add-on pricing and refund terms.
Payment Processing Fees
All payments are processed through Stripe. When refunds are issued, payment processing fees are typically not refunded by the payment processor and may be deducted from your refund amount. This is a payment processor policy, not a Pikasso Studio fee.
Chargebacks
Important Notice:
If you initiate a chargeback with your bank or credit card company instead of contacting us directly, we reserve the right to:
- Suspend all services immediately
- Withhold all project files and deliverables
- Charge a chargeback processing fee if the chargeback is found to be invalid (amount as specified in service agreement)
- Pursue legal action for breach of contract
Please contact us first at hello@pikassostudio.com to resolve any payment disputes.
How to Request a Refund
Refund Request Process
- Email Us: Send a refund request to hello@pikassostudio.com
- Subject Line: Use "Refund Request - [Your Name/Company]"
- Include Information:
- Full name and email used for payment
- Invoice number or transaction ID
- Service type (Retainer or Website Development)
- Reason for refund request
- Preferred refund method (original payment method or alternative)
- Review Period: We will review your request within 3 business days
- Decision: You will receive a written response with our decision and refund amount (if applicable)
- Processing: Approved refunds are processed within 5-10 business days
- Refund Timeline: Allow 5-10 business days for refunds to appear in your account after processing
Refund Method
Refunds will be issued using the same payment method used for the original purchase:
- Credit/Debit Card: Refund to the original card (5-10 business days)
- Bank Transfer: Refund to the original bank account (3-7 business days)
- Alternative Method: Available upon request (may incur additional processing time)
Dispute Resolution
If you disagree with our refund decision:
- Reply to our decision email with additional context or evidence
- Request a review by a senior team member
- We will conduct a second review within 5 business days
- If still unresolved, refer to our Dispute Resolution process in our Terms of Service
Special Circumstances
Emergency Situations
We understand that life circumstances can change. In cases of:
- Medical emergencies
- Business closure or bankruptcy
- Natural disasters or force majeure events
- Death of the client or key stakeholder
Please contact us directly. We will review your situation on a case-by-case basis and work with you to find a fair resolution, which may include extended payment terms, project pausing, or special refund consideration.
Service Failures
If we fail to deliver services due to:
- Extended delays beyond agreed timelines (without client-caused delays)
- Inability to meet agreed specifications
- Technical issues on our end preventing service delivery
- Breach of our service agreement
You are entitled to a full or partial refund depending on the extent of service failure. We will proactively communicate any issues and work to resolve them before considering refunds.
Goodwill Refunds
In rare cases, we may issue goodwill refunds even when not required by our policy. This is at our sole discretion and is typically reserved for situations where we believe it's the right thing to do for client satisfaction and our reputation.
Questions About Refunds?
If you have questions about our refund policy, need to request a refund, or want to discuss your specific situation, please contact us:
Pikasso Studio
Premium Web Development Agency
Headquarters: Dubai, UAE
Operations: United States
For refund requests, please use the subject line "Refund Request - [Your Name]" for faster processing.
Our Commitment:
We aim to respond to all refund inquiries within 3 business days. Your satisfaction is important to us, and we'll work with you to find a fair resolution.
Important Legal Notices
- Policy Changes: We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of services after changes constitutes acceptance.
- Governing Law: This Refund Policy is governed by the laws of the United Arab Emirates (UAE) and is subject to our full Terms of Service.
- Stripe Terms: All payments and refunds are subject to Stripe's Services Agreement. View Stripe's Consumer Terms.
- Consumer Rights: This policy does not affect your statutory rights as a consumer under applicable law.
- Final Authority: Pikasso Studio retains final authority on all refund decisions. Disputes may be escalated through our Dispute Resolution process.
Related Legal Documents: