Refund Policy

At Ayfina LLC, we're committed to delivering exceptional web design, AI-powered development, and conversion optimization services. Because our work is custom-built for each client, our refund policy reflects the nature of digital services and custom creative work.

1. General Policy

Ayfina does not offer refunds on custom digital services once work has begun. This is standard practice in the web design and development industry because:

• We invest significant time and creative energy into each project from day one
• Custom design work has no resale value—we can't "restock" a website designed specifically for you
• Each project reserves our team's time exclusively for your business

2. Project Deposits

2.1 Initial Deposits

Most projects require a non-refundable deposit to reserve your spot in our production schedule and begin the discovery phase. This deposit covers:

• Initial strategy and discovery work
• Competitive and audience research
• Project planning and information architecture
• Reserving your dedicated design and development time

Deposit amounts are non-refundable because these upfront costs are incurred immediately upon project initiation, regardless of whether the project proceeds to completion.

2.2 Cooling-Off Period

If you change your mind within 48 hours of paying a deposit and before any discovery work has begun, we may offer a partial refund (minus a 10% administrative fee). After 48 hours or once work has commenced, the deposit is non-refundable.

3. Project-Based Work Refunds

3.1 Milestone Billing

For larger projects billed in milestones:

• Each milestone payment corresponds to completed work delivered and approved
• Payments for completed milestones are non-refundable
• If you cancel mid-project, you own all work completed up to that point (upon final payment for that milestone)
• Unused portions of advance payments for work not yet started may be refunded, minus any administrative or planning fees

3.2 Project Cancellation by Client

If you decide to cancel your project after work has begun:

• You are responsible for payment for all work completed up to the cancellation date
• Completed deliverables will be provided to you upon final payment
• No refunds will be issued for work already performed
• Any prepaid amounts for incomplete future work will be refunded on a pro-rata basis

3.3 Project Cancellation by Ayfina

In the rare event that we need to cancel a project due to circumstances on our end (e.g., team availability, scope creep beyond agreement, or unforeseen issues):

• We will refund a pro-rata portion of any prepaid amounts for work not yet completed
• You will still own any work completed up to the cancellation date
• We'll help with a transition plan to minimize disruption to your business

4. Refund Scenarios: What's Refundable vs. Non-Refundable

Scenario	Refund Eligibility	Details
Deposit paid, no work started (within 48h)	Partial refund (90%)	Minus 10% administrative fee
Deposit paid, no work started (after 48h)	❌ Non-refundable	Spot was reserved in our schedule
Discovery phase completed	❌ Non-refundable	Strategic work already delivered
Design concepts delivered	❌ Non-refundable	Creative work is custom and non-recoverable
Development in progress	❌ Non-refundable	Work completed to date is billable
Project completed and launched	❌ Non-refundable	Final deliverables have been provided
Monthly retainer (unused portion)	Prorated refund	If canceled mid-month, unused days refunded
Prepaid hosting/maintenance (unused)	✅ Full refund	For unused future months
Duplicate payment (our error)	✅ Full refund	Immediately upon discovery

5. Monthly Retainers & Subscriptions

5.1 Monthly Maintenance Retainers

For clients on monthly retainers (ongoing support, maintenance, or CRO services):

• Retainers are billed at the beginning of each month
• If you cancel mid-month, we'll provide a prorated refund for unused days
• Work performed up to the cancellation date is yours and will be delivered upon final payment
• To cancel, provide written notice at least 5 business days before the next billing cycle

5.2 Annual Prepaid Plans

If you've prepaid for an annual maintenance or hosting plan:

• Cancellation within the first 30 days: Refund for remaining months (minus a 10% administrative fee)
• Cancellation after 30 days: Prorated refund for remaining months (months 7-12, etc.)
• No refunds after 6 months of service (work has been performed across that period)

6. Dissatisfaction & Dispute Resolution

6.1 We Want You Happy

Your satisfaction is our priority. If you're unhappy with any aspect of our work:

• First, talk to us. Most concerns can be resolved through communication and revisions.
• We offer revision rounds as outlined in your package—please use them.
• If something isn't working, we'll work with you to make it right within the scope of the original agreement.

6.2 Unresolved Disputes

If we genuinely cannot resolve a dispute and you believe you're entitled to a refund not covered by this policy:

• We participate in good-faith mediation for disputes under $1,000
• For larger disputes, binding arbitration in Sheridan County, Wyoming, may be pursued
• Ayfina reserves the right to pursue collection for unpaid work completed

7. Chargebacks

We work hard to maintain transparent communication and fair billing practices. If you're considering a chargeback:

• Please contact us first. Chargebacks harm small businesses and should be a last resort.
• We'll work with you to resolve any legitimate billing issues directly.
• If a chargeback is filed unfairly for work already completed and delivered, we reserve the right to pursue legal remedies and report to credit agencies.
• Websites built by Ayfina may be taken offline immediately upon notification of a chargeback.

8. Force Majeure

Ayfina is not liable for failure to perform under this agreement or provide refunds due to circumstances beyond our reasonable control, including but not limited to acts of God, war, civil unrest, pandemics, internet outages, third-party platform failures, or natural disasters.

9. Refund Request Process

9.1 How to Request a Refund

To request a refund (in eligible circumstances):

1. Email us at billing@ayfina-agency.com with your name, project details, and reason for request
2. Include relevant information (invoice numbers, dates, etc.)
3. Allow 5-7 business days for review and processing

9.2 Processing Timeline

Approved refunds will be processed within 10 business days and issued to the original payment method:

• Credit card refunds: 5-10 business days to appear on your statement
• Bank transfers: 3-7 business days
• PayPal: 2-5 business days

10. Special Circumstances

10.1 AI-Generated Content

Because we use AI tools to accelerate design and development, please note:

• All AI-generated content is reviewed by humans before delivery
• If AI-generated elements don't meet your expectations, we'll revise them as part of our standard revision process
• Refunds are not available based solely on the use of AI tools—what matters is the final output quality

10.2 CRO Performance

Conversion Rate Optimization is based on data-informed strategies, not guarantees:

• We do not guarantee specific conversion rate increases
• Refunds are not available if conversion rates don't improve as hoped
• We do guarantee professional implementation of CRO best practices

10.3 Third-Party Services

If you purchase third-party services through us (hosting, domains, software licenses):

• These are subject to the third party's refund policy, not ours
• We'll assist with refund requests but cannot guarantee third-party compliance
• Domain registrations and hosting fees are generally non-refundable once purchased

11. Contact Us

If you have questions about this Refund Policy or need to discuss a specific situation:

© 2026 Ayfina LLC. All rights reserved. Refund Policy last updated March 2026.