Refund Policy & Hosting Agreement

Starter site setup fees are non-refundable once design work has begun.

"Design work begins" means we have initiated mockups, wireframes, or design concepts specific to your project. Initial discovery calls and planning do not constitute design work.

For new starter sites only: If you are not satisfied with your completed website within the first 30 days of launch, we will refund your setup fee in full. This guarantee applies only to:

• Website functionality and performance issues that prevent proper operation
• Failure to meet agreed-upon specifications outlined in your proposal
• Missing or incomplete features that were included in your quote

This guarantee does NOT apply if:

• You have made substantial edits or changes to the website after launch
• Your dissatisfaction is due to not meeting your business expectations (e.g., traffic, leads, sales)
• The website meets the agreed-upon specifications but doesn't match your personal preference
• You have requested features that were not included in the original proposal

To request a refund under this guarantee, you must contact us at help@invisionmarketing.io within 30 days of your website going live and provide detailed documentation of why you believe the site does not meet agreed specifications.

Monthly hosting and maintenance fees are $89.99 per month (or as specified in your proposal). These fees are billed monthly and are non-refundable for partial months.

For custom web design and development projects, payment is structured as follows:

If you cancel your hosting service or project, here's what to expect:

What's Included in Monthly Hosting ($89.99/month):

• Up to 2 hours per month of basic content updates (text, image swaps, minor edits)
• Straightforward, non-technical changes
• Updates that do not require design or layout modifications

What's NOT Included (Quoted Separately):

• New pages or sections beyond the initial website structure
• Design changes or layout modifications
• Custom features or functionality additions
• Complete website redesigns or overhauls
• Complex integrations or third-party plugin setup
• Custom development work beyond the agreed scope
• Hours beyond 2 hours per month (billed at $150/hour thereafter)

If you need work beyond what's included, we will provide a separate quote. Work will not begin until you approve the quote and cost.

Uptime Target: We target 99.9% uptime for hosted websites. This means your website should be accessible approximately 99.9% of the time, or roughly 43 minutes of downtime per month.

Excluded Downtime: The 99.9% uptime guarantee does not apply to:

• Scheduled maintenance (we provide 24-hour notice when possible)
• Issues caused by third-party services or providers
• DDoS attacks or security incidents beyond our reasonable control
• Issues caused by your website code or third-party plugins
• DNS issues at your domain registrar
• Issues resulting from your failure to pay hosting fees

Support Response Times: We provide email support during business hours (Monday-Friday, 9 AM - 5 PM Pacific). We will respond to critical issues within 4 business hours and non-critical issues within 24 business hours.

To cancel your hosting, website project, or any other service:

1. Send an email to help@invisionmarketing.io with the subject line "Cancellation Request"
2. Include your business name and the specific service(s) you want to cancel
3. Provide 30 days notice so we can transition your content and domain
4. Request your content export if you have a website (we'll provide all files within 10 business days)
5. Confirm receipt: we will send a confirmation email with your cancellation effective date

If you request work that is not included in your proposal or goes beyond the agreed scope, we will provide a separate quote. This includes:

• Additional pages or sections beyond the initial plan
• Design changes or redesigns
• New features or custom functionality
• Content updates beyond 2 hours per month
• Photography or video production
• SEO services or content optimization (if not included)
• Google Ads or Meta Ads management (if not included)

Work will not begin until you acknowledge and approve the quote. Standard rates are $150/hour for additional development work.

Invoices & Due Dates: Invoices are sent on the 1st of each month for hosting and recurring services. Payment is due within 30 days of the invoice date.

Payment Methods: We accept credit cards, ACH transfers, and wire transfers. Credit card information is processed securely through PCI-compliant payment processors.

Late Payments: If an invoice remains unpaid more than 30 days past the due date, a late fee of 1.5% per month (18% annually) will be applied to the outstanding balance. Continued non-payment may result in suspension of services.

Auto-Renewal: Monthly hosting fees renew automatically each month. You are responsible for ensuring valid payment information is on file. Service will be suspended if payment fails.

Reasons for Suspension: We reserve the right to suspend services immediately if:

• Payment is more than 30 days overdue
• Your website violates laws or contains illegal content
• Your website is used for phishing, malware, spam, or fraud
• You violate our Terms of Service or this Refund Policy
• Your website compromises security for other users

We will make reasonable efforts to notify you before suspension. Upon suspension, your website will be taken offline. Services will be restored once the violation is corrected and outstanding fees are paid.

If you have questions about our refund policy, hosting agreement, or wish to dispute a charge, please contact us:

We will respond to disputes within 5 business days. If we cannot resolve the issue to your satisfaction, both parties agree to attempt mediation before pursuing legal action. Disputes are governed by the laws of Washington State.