Refund & Cancellation Policy
Clear and transparent refund terms for all our services. Your satisfaction is our priority.
Our Commitment to Fairness
At CodeSommet, we stand behind the quality of our work. This Refund and Cancellation Policy explains the conditions under which refunds are granted 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 prorated refunds where appropriate. Your satisfaction matters to us, and we will 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.
- How to cancel: Email your cancellation request to codesommet@gmail.com with the subject line "Retainer Cancellation."
- Effective date: Cancellation takes effect at the end of your current billing cycle.
- No long-term contract: Our retainers are month-to-month with no long-term commitment required.
Refund Eligibility
Eligible for a Refund
Not Eligible for a Refund
Pausing Your Retainer
An Alternative to Cancellation
If you need a temporary break, you can pause your retainer for up to 3 months with no penalty. Simply let us know 7 days before your next billing cycle. This lets you resume services later without repeating the onboarding process.
What Happens After Cancellation
- You will keep 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 so you can download your files
- No automatic renewal after your final billing period
Website Development (One-Time Projects)
Payment Structure
- Initial deposit: Initial 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 are detailed in your signed proposal.
Before starting a project, you can see the deposit structure when you request a quote.
Refund Policy by Project Stage
Stage 1: Before Work Begins
- Full refund available: 100% refund of the deposit if you cancel before we begin work (typically within 48 hours of payment)
- Processing fees: Payment processor fees may be deducted from the refund
- Timeline: 5-10 business days for the refund to appear in your account
Stage 2: During the Design Phase
- Partial refund: Typically 75% of the deposit refunded
- Amount retained: Covers the design research, wireframing and initial concepts completed
- Deliverables: You receive all design work completed to date
Stage 3: During the Development Phase
- Partial refund: Typically 50% of the deposit refunded
- Amount retained: Covers the design + development work completed
- Deliverables: All design files and the partially developed website provided
Stage 4: Final Review and Revisions
- Limited/no refund: The deposit is 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 has been delivered
- Post-launch warranty: We provide free fixes for technical issues discovered during the warranty period (as specified in the agreement)
- Ongoing support: Additional changes are available at our standard rates as described in your service agreement
Termination by the Client
If you choose to terminate the project partway through:
- You pay for the work completed to date based on the project stage
- Plus a termination fee of 25% of the remaining balance
- All work-in-progress files are delivered to you
- The partial refund is calculated within 7 business days
Example: If you terminate during the development phase (Stage 3), you would typically receive a refund of about 50% of your deposit and keep all design files and partial development. Exact refund amounts are calculated based on the work completed.
Satisfaction Guarantee
Our promise:
We stand behind our work. If the final website does not substantially match the agreed specifications described in your project brief, and we are unable to resolve the issues within your 2 included revision rounds, we will provide a prorated refund based on the work that does not meet the specifications.
Additional Fees and Charges
Add-On Services
Additional services purchased separately are subject to their own refund terms:
- Additional pages and features: Refundable if work has not yet begun, non-refundable once delivered (price varies by scope)
- Premium plugins/tools: Generally non-refundable due to third-party licensing restrictions
- Stock photos/assets: Non-refundable once purchased (third-party license)
- Domain and hosting: Subject to the third-party provider's 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 generally not refunded by the payment processor and may be deducted from your refund amount. This is a payment processor policy, not a CodeSommet fee.
Payment Disputes
Important notice:
If you initiate a payment dispute 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 dispute processing fee if the dispute is found to be invalid (amount specified in the service agreement)
- Take legal action for breach of contract
Please contact us first at codesommet@gmail.com to resolve any payment dispute.
How to Request a Refund
Refund Request Process
- Email us: Send a refund request to codesommet@gmail.com
- Subject: Use "Refund Request - [Your Name/Company]"
- Include the following information:
- Full name and email used for payment
- Invoice number or transaction ID
- Type of service (Retainer or Website Development)
- Reason for the 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 the 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 on request (may require 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 the issue is still unresolved, see 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 a 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, a project pause or special refund consideration.
Service Failures
If we fail to deliver services due to:
- Extended delays beyond the agreed timelines (with no client-caused delays)
- Inability to meet the agreed specifications
- Technical issues on our side preventing service delivery
- Breach of our service agreement
You are entitled to a full or partial refund depending on the extent of the 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 our policy does not require it. This is at our sole discretion and is generally reserved for situations where we believe it is 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 would like to discuss your specific situation, please contact us:
CodeSommet
Premium Web Development Agency
Headquarters: Morocco
Operations: Worldwide
For refund requests, please use the subject line "Refund Request - [Your Name]" for faster processing.
Our commitment:
We strive to respond to all refund requests within 3 business days. Your satisfaction is important to us, and we will 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 the services after the changes constitutes acceptance.
- Governing law: This Refund Policy is governed by the laws of Morocco and is subject to our Terms of Service in full.
- Stripe terms: All payments and refunds are subject to the Stripe Services Agreement. See the Stripe Consumer Terms.
- Consumer rights: This policy does not affect your statutory rights as a consumer under applicable law.
- Final authority: CodeSommet retains final authority over all refund decisions. Disputes may be escalated through our dispute resolution process.
Related legal documents: