Refund Policy
Last updated: September 2026
This Refund Policy applies to all services purchased from OrangeWidow (“we”, “us”, or “our”). By placing an order, you agree to the terms below.
1. General Principles
We aim for complete transparency in all financial dealings. Refunds are handled fairly and in accordance with the service type you have purchased. If you are unhappy with any aspect of our service, please contact us at [email protected] and we will work to resolve the issue.
2. Bespoke Web Development Projects
2.1 Deposits
All bespoke web development projects require a 50% deposit to commence work. This deposit is non-refundable once work has begun, as it covers initial planning, architecture, and resource allocation.
2.2 Milestone Payments
Projects are structured around agreed milestones. Each milestone payment becomes due upon completion and your sign-off of the agreed deliverables. Milestone payments are non-refundable once the milestone has been completed.
2.3 Project Cancellation by Client
If you choose to cancel a project after work has commenced:
- The initial 50% deposit is retained.
- Any additional work completed beyond the deposit value will be invoiced at our standard ad-hoc rate of £75 per hour.
- All completed code, designs, and assets remain the property of OrangeWidow until all outstanding invoices are settled.
2.4 Project Cancellation by OrangeWidow
In the unlikely event that we cannot fulfil your project due to circumstances within our control, we will refund any unused portion of your payment within 14 days.
3. Managed Hosting Services
3.1 Monthly Plans
Monthly hosting plans can be cancelled at any time with 30 days’ written notice. No refunds are provided for partial months.
3.2 Annual Plans
Annual hosting plans are paid in advance and represent a significant discount over monthly billing. Annual plans are non-refundable once activated. You may cancel at any time, and your service will continue until the end of the prepaid period.
3.3 Setup Fees
Any one-time setup or migration fees associated with hosting are non-refundable.
3.4 Service Failure
If we fail to deliver the hosting service due to a fault on our end (excluding circumstances beyond our control), and we cannot restore service within 72 hours, you may request a pro-rata refund for the affected period.
4. Website Care & Maintenance Plans
4.1 Monthly Care Plans
Monthly care plans (Standard, Pro, and Enterprise) can be cancelled with 30 days’ written notice. No refunds are provided for partial months.
4.2 Annual Care Plans
Annual care plans are non-refundable. You may cancel at any time, and service will continue until the end of the prepaid period.
4.3 Included Support Hours
Unused developer support hours included in care plans do not roll over to the next billing period and are not refundable.
5. B.I.T.E. Analytics Subscriptions
5.1 Monthly Subscriptions
B.I.T.E. analytics monthly plans can be cancelled at any time. Service continues until the end of the current billing period. No partial-month refunds.
5.2 Annual Subscriptions
Annual B.I.T.E. subscriptions are non-refundable. Cancellation stops renewal; access continues until the prepaid period ends.
6. Ad-Hoc Support & Development
6.1 Hourly Blocks
Ad-hoc support purchased at £75 per hour is billed in 15-minute increments. If you purchase a block of hours and do not use them within 90 days, the remaining balance is forfeited and non-refundable.
6.2 Emergency Support
Emergency or out-of-hours support is charged at a premium rate agreed in advance. These charges are non-refundable once the work is completed.
7. Chargebacks & Disputes
We take payment disputes seriously. If you initiate a chargeback without first contacting us at [email protected] to resolve the issue, we reserve the right to:
- Suspend all services immediately.
- Charge a £50 administrative fee to cover dispute handling costs.
- Pursue recovery of the full amount plus costs through legal means.
We strongly encourage direct communication before disputing any payment.
8. How to Request a Refund
To request a refund, email [email protected] with:
- Your full name and account email address.
- The service you are requesting a refund for.
- The reason for your request.
- Any relevant invoice numbers.
We aim to respond to all refund requests within 5 business days.
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes take effect immediately upon posting to this page. Continued use of our services constitutes acceptance of the updated policy.
Contact: [email protected]
Governing Law: England and Wales