At Harbour Elite Studio, your satisfaction matters to us. We want you to feel confident when investing in your website or online store. This Refund Policy ensures clarity, fairness, and peace of mind throughout your project.

1. Project Kickoff Validation

A project is considered validated once the client approves the initial structure or direction of the website, including:

  • Approval of the initial wireframe,

  • Approval of the homepage concept, or

  • Submission of a revision request with a rating or comment indicating approval of the direction.

Note: Validation confirms the project is moving in the right direction, but revisions can still be requested within the agreed workflow.

2. Full Refund Guarantee

You may request a 100% full refund if you are unsatisfied at the early stages of the project.

Before Project Kickoff Validation:

You can request a full refund at any time before approving the initial wireframe or homepage concept.
→ Your payment will be refunded in full.

After Project Kickoff Validation:

Once the initial concept has been approved, you may still request a full refund within 7 calendar days, if the project direction or the first revision does not meet your expectations.
→ No justification required — your satisfaction is our priority.

3. Partial Refunds (After 7 Days)

If more than 7 days have passed since project validation but you remain unsatisfied, you may be eligible for a partial refund:

  • Between 7 and 14 days after validation → refund of 40–60%, depending on the project’s progress (design, development, revisions already completed).

We will always treat your case fairly. When appropriate, we may also offer:

  • Additional design concepts

  • Extra website sections

  • Future service credits

  • A different designer or developer

4. Non-Refundable Situations

Refunds cannot be issued if:

  • 14 days or more have passed since project validation

  • The final website or eCommerce store has been delivered, approved, or launched

  • Significant development work has already been completed

  • Five or more revision rounds have been completed

  • The project has been delayed due to lack of client response for 7+ days

Exceptions:
If there is a proven fault on our side (for example: major technical error, missing promised features, or unauthorized use of content), we will take full responsibility.

5. Client Inactivity & Automatic Project Completion

If the client does not provide feedback, respond to requests, or approve progress within 20 calendar days, the project will be considered complete and delivered as-is.

After this point:

  • No additional free revisions will be provided

  • Refunds will not be issued

This ensures fairness and allows us to manage timelines efficiently.

6. Post-Delivery Adjustments & Additional Work

Once the final website, files, or store has been delivered or launched:

  • Any additional modifications, redesigns, or new features will require an extra fee.

This allows our team to allocate time fairly while maintaining quality.

7. Before Approving a Refund, We’ll Try to Make It Right

Our goal is for you to love your website. Before processing a refund, we may offer to:

  • Assign your project to a different designer/developer

  • Provide extra design variations or layout alternatives

  • Add bonus features (extra pages, additional integrations, etc.)

  • Offer direct priority support from a Project Manager

Most clients find these solutions resolve any concerns quickly.

8. Refund Processing

  • Refunds are issued to the original payment method

  • Processing times depend on your bank or payment provider

  • All refund records are documented for transparency

9. How to Request a Refund

To request a refund, please email:
📩 enquiry@harbour-elite-studio.com

Include:

  • Your name and company name

  • The email used for ordering

  • A brief explanation of the issue (optional)

We will reply promptly and work with you to find the best solution.

Our Promise to You

You will never be left with a website you don’t love. Whether it requires adjustments, new concepts, extra support, or a refund, we’ll make sure you receive a solution that aligns with your expectations and goals.