Refund & Cancellation Policy

This page explains how refunds and cancellations work for project payments, packages, and subscriptions made through websiteprism.com or directly with Website Prism Ltd (Company No. 17462217, England & Wales). It sits alongside, and doesn't replace, the cancellation terms in our Terms of Service.

Deposits & Project Payments

Most project work is scoped and priced individually after a free consultation, and payment is typically split into a deposit and one or more milestone payments. A deposit secures your place in our schedule and covers planning, setup, and the start of work — once work has begun, the deposit is non-refundable.

Work Already Completed

Any milestone or deliverable that has already been completed and delivered — a finished page, a built feature, a completed design — is non-refundable, in line with standard practice for custom development work. We don't charge for work we haven't started.

If You Need to Cancel Mid-Project

Tell us as early as possible. We'll invoice only for the work genuinely completed up to that point and refund any portion of a payment that covers work not yet started. There's no cancellation fee beyond the value of work already done.

Fixed-Price Packages

For our published Basic / Standard / Premium packages, the same principle applies: once we've started building, the package fee covers the work completed so far and isn't refundable in full. If we haven't started your project yet, let us know and we'll refund it in full.

Subscriptions & Maintenance Plans

Monthly maintenance and SEO plans (see SEO & Maintenance Plans) are billed in advance and renew automatically. You can cancel at any time — cancellation stops future billing but doesn't refund the current billing period, since that period's work is either already underway or about to start.

One-Off Payments Made in Error

If you made a payment by mistake (wrong amount, duplicate charge, or a payment you didn't intend to make), contact us straight away — we'll refund genuine payment errors in full, provided no work has started against that payment.

How to Request a Refund

Email contact@websiteprism.com or open a ticket through our Customer Support page with your order or project details. We aim to respond within one business day, and approved refunds are returned to your original payment method via Stripe, typically within 5–10 business days depending on your bank.

Disputes

If you're not happy with delivered work, tell us first — most concerns are resolved by a revision or a direct conversation faster than a formal dispute. If we can't reach agreement, the cancellation terms in our Terms of Service and applicable law govern the outcome.

Contact

Website Prism Ltd
Office 21148, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom
contact@websiteprism.com

This is a general summary of how we handle refunds and isn't a substitute for the specific terms agreed in your project proposal or contract, which take precedence if there's any conflict.