Refund Policy

This refund policy defines the terms between you and us under which you may use your services. This acceptable use policy applies to all services unless otherwise noted.

Your use of our website and services means that you accept, and agree to abide by all the policies in this refund policy, which is in addition to our Terms of Service and Acceptable Use Policy.

https://pinwheelweb.dev/ and https://ashdavenport.design/ are websites operated by Pinwheel Web Development LLC (“we”, “us”, or “our”)

1. Standard Refund Policy and Notices

1.1 Services purchased from Pinwheel Web Development may be refunded only if cancelled within the refund period specified below. Some services have different policies or requirements for a refund associated with them, including some services which are not eligible for a refund under any circumstance. Please see below for specific refund terms applicable to such services.

1.2. In the event that a refund is requested, you must meet specific requirements to be eligible for a refund. You must be within the refund period, be in good standing with our Terms of Service and Acceptable Use Policy, and have an applicable service. Below are the terms of our standard refund policy:

  1. “Refund Period” unless otherwise noted, the standard refund period is 7 days from the date of purchase.
  2. “Date of Purchase” for the purpose of this Refund Policy, the date of purchase of any product of service is the day in which you or an authorized member or staff member placed the order on your account.
  3. No Refund After Account Closure. You must request a refund prior to closing your account. This is due to our security policy to delete client payment information on account closure.
  4. Brazilian Customers: ANY and ALL products or services sold by Pinwheel Web Development LLC may be refunded ONLY if cancelled from our billing panel within 7 days from the date of the transaction. If you have already closed your account, please contact us here.
  5. EU & UK Consumers: You have the right to cancel products and services within 14 days from the date of the contract or of purchase. However, we are entitled to charge a reasonable amount for the services that we have already provided to you as of the date of cancellation. Therefore, a full, or any, refund may not be due. Please note this does not affect the “Services with Special Terms” below, where full refunds may be given as applicable. This refund policy does not affect your statutory rights.

2. Refunds on Special Services

Below is a list of services with special refund requirements.

2.1 Web Development

  1. All Web Development Services: If work has been completed or began within the refund period, you must permit us access to remove the work. Otherwise, a full refund will not be issued. If it is not possible to remove the already completed work, then either no refund or a partial refund will be issued at our discretion.

2.2 Web Support

  1. One-Off Support: If you have utilized our Performance Work, Security Work, or Custom Work service and work has been completed or began within the refund period, you may not be eligible for a full refund based on the progress of the work. If the work has been completed, you will not be eligible for a refund. If work has been partial, you will be charged based on the number of hours spent up until the quoted amount in accordance with our standard hourly rate of $75/hour.
  2. Emergency Support: The On-Boarding and Setup Fee is non-refundable. Additional refunds follow our standard refund policy.

2.3 Web Hosting

  1. VPS Hosting: If you request a refund before your VPS is deployed, a full refund will be given. Otherwise, a partial refund will be provided.
  2. Reseller Hosting: If you purchased Reseller Hosting Tier’s 2 or 3, your WHMCS license will be revoked immediately once your refund is requested. If you wish to maintain your WHMCS services, we request you purchase a license direct from WHMCS here.

2.4 Agency Services

  1. All Agency Services: For refunds related to Agency Services, please review your Agency Services contract which may contain additional information, eligibility requirements, and provisions.

2.5 Digital Marketing Services

  1. SEO (Search Engine Optimization): For SEO related refunds, if work has been completed or began within the refund period, you must permit us access to remove the work. Otherwise, a full refund will not be issued. If it is not possible to remove the already completed work, then either no refund or a partial refund will be issued at our discretion.
  2. Content Writing: If work has been completed or began within the refund period, you may not be eligible for a full refund. If content has been integrated onto your website or platform then you will be issued a partial refund. Otherwise, you may be offered a full refund or a partial refund and the ability to claim the already completed work. This is solely to our discretion.
  3. Social Media: If work has already begun or has been completed on Social Media, we do not offer refunds.
  4. Digital Marketing: If work has already begun or has been completed, we only offer refunds as a case by case basis. Please contact our support team assistance.
  5. 1:1 Consulting: Your 50% deposit is non-refundable. You may request a refund prior to our consulting session.

3. Submitting a Refund

Below is how and where to submit a refund along with how to cancel your service.

3.1 How to cancel your service

To cancel your service automatically, please follow this article from our knowledgebase.

Alternatively, if you do not have access to your client area account, follow these instructions to verify your identity (You can reset your password here.):

  1. First, visit our Support Ticket center to create a guest ticket.
  2. Select “Billing Support”.
  3. Enter the “Name” and “Email Address” associated with your account.
  4. Enter “Cancellation Request” as the subject.
  5. For your message, please provide us with the following details to verify your identity:
    • Name of the service or URL of service you’d like to cancel.
    • The last 4 digits of the card number or bank account on file for billing.
  6. Under “Attachments” please upload your LAST THREE invoices you have with us. Alternatively, you can provide us with a bank statement with your last three transactions with us.
  7. Finally, click “Submit”.

Please allow up to 48 hours for us to respond to your request. Please note our billing department is only available on business days.

3.2 How to request a refund

  1. First, make sure you meet the requirements of Section 1. If so, login to the Client Area here and continue these steps.
  2. Next, at the top of the page click “Open Ticket” then select the “Billing Support” category.
  3. Enter the subject “Refund Request”, then select the “Related Service” if applicable.
  4. Please enter the following in your message: The reason you are requesting your refund. A notice stating that you have read and understood our Refund Policy. A notice stating that you understand that our services to you will be immediately terminated upon submission of this ticket, and we are not liable for any loss of files or data as of the result of this termination.
  5. Finally, upload any supporting documents and click “Submit”

*Note: We recommend cancelling your service before you request a refund if you have an applicable service. See Section 3.1 for instructions.

4. Changes to this refund policy

4.1 We may revise this refund policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you.

4.2 This refund policy was last updated on [12/02/2024]