Refund Policy

Last Updated: February 2026

Brand Craftors LLC ("we," "our," "us") is committed to delivering high-quality website design and development services. This Refund Policy explains the terms and conditions under which refunds may be requested for services purchased from brandcraftors.com.

1. Project Deposits & Initial Payments

All projects begin with an initial deposit or full payment. Deposits secure your project slot in our 14-day delivery schedule and cover initial work including:

• Discovery and strategy call
• Research and competitive analysis
• Initial design concepts
• Project planning and resource allocation

Deposit Refund Eligibility

Deposits are refundable within 48 hours of payment if work has not yet started on your project. Once the discovery call is conducted or design work begins, deposits become non-refundable.

2. Satisfaction Guarantee

30-Day Satisfaction Period

We offer a 30-day satisfaction guarantee on completed websites. If you are not satisfied with the final delivered product, you may request a refund under the following conditions:

• Request must be made within 30 days of website launch
• You must provide specific, written feedback about your concerns
• You must allow us a reasonable opportunity to address concerns through revisions
• Website must not be in active commercial use generating revenue

What's Covered

The satisfaction guarantee covers situations where:

• The final website significantly differs from agreed-upon designs
• Promised features were not delivered
• Quality does not match our portfolio standards
• Major functionality issues prevent the site from working as intended

3. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Change of mind after work has been substantially completed
• Failure to provide content, feedback, or required materials in a timely manner
• Project delays caused by client unresponsiveness
• Requests for features or changes outside the original scope
• Third-party service costs (hosting, domains, premium plugins, stock images)
• Custom work that has been delivered and approved
• Maintenance and care plan services after the service month has begun
• Completed strategy sessions or consultations

4. Revision & Resolution Process

Before a refund is issued, we require an opportunity to resolve concerns through our standard revision process:

Step 1: Submit Written Feedback

Provide detailed written feedback about specific concerns via email to our support team.

Step 2: Revision Period

We will work to address your concerns through unlimited revisions within the original project scope. Most issues are resolved during this stage.

Step 3: Resolution Call

If revisions don't fully address your concerns, we'll schedule a call with Hussein to discuss next steps and find a fair resolution.

Step 4: Refund Determination

If we cannot reach a satisfactory resolution, refund eligibility will be evaluated based on this policy and the specific circumstances.

5. Partial Refunds

In some cases, partial refunds may be issued based on the percentage of work completed and delivered. For example:

• If discovery and design work is complete but build is not started: 60% refund possible
• If website is built but final revisions not approved: 30% refund possible
• If website is fully delivered: refunds based on satisfaction guarantee terms

6. Service Package Specific Terms

Quick Launch Package ($499+)

Refundable within 48 hours of payment if work has not started. Once discovery call is held, becomes non-refundable. 30-day satisfaction guarantee applies after launch.

Business Pro Package ($999+)

Same terms as Quick Launch with extended 60-day support window for issue resolution before refund consideration.

Growth Partner Package ($2,499+)

Same terms with 90-day support window. Strategic services portion ($500) is non-refundable once the strategy session is conducted.

Website Care Plan (Monthly Recurring)

Monthly subscriptions can be cancelled at any time. Cancellations take effect at the end of the current billing cycle. No partial-month refunds are issued.

7. Refund Processing

Approved refunds will be processed as follows:

• Refunds processed within 7-14 business days of approval
• Refunded to the original payment method used
• Stripe processing fees may be deducted from the refund amount
• Bank processing times may add 3-5 additional days

8. Project Cancellation by Client

If you choose to cancel a project mid-completion:

• Cancellation must be submitted in writing
• You will be billed for work completed up to cancellation date
• All work files and assets remain property of Brand Craftors LLC until full payment is received
• Hosting, domain, or third-party services already purchased are non-refundable

9. Project Cancellation by Brand Craftors

In rare circumstances, we may need to cancel a project due to:

• Inability to complete work due to unresponsive client communication (after 30 days)
• Project scope significantly different from initial agreement
• Inappropriate or illegal content requirements
• Mutual agreement that the project is not a good fit

In these cases, refunds will be issued based on the percentage of work not yet completed.

10. Chargebacks & Disputes

We strongly encourage clients to contact us directly before filing a chargeback or payment dispute. Most issues can be resolved quickly through communication. Filing a chargeback before contacting us may result in:

• Suspension of project work
• Termination of services
• Legal action if chargebacks are filed in bad faith

11. Dispute Resolution

If you are unsatisfied with the outcome of a refund decision:

• Contact us at our email or phone listed below
• Request escalation to our founder, Hussein, for personal review
• If still unresolved, disputes will be handled through binding arbitration in Dallas, Texas

12. Special Circumstances

We understand that life happens. If you have unusual circumstances (medical emergencies, business closures, etc.), please reach out to us directly. We review these situations on a case-by-case basis with compassion and fairness.

13. Changes to This Policy

We may update this Refund Policy from time to time. Changes apply to projects initiated after the update date. Existing projects retain the policy terms in effect at the time of purchase.

14. Contact Us