Refunds & Payment Policy

Rescue Diagnostic

The Rescue Diagnostic (currently $175 unless a written offer states otherwise) is paid upfront. It covers real investigation and a written repair quote. It is credited in full toward the repair if you proceed with us. It is not refundable if you decline the repair, choose another provider, or decide not to continue.

Repair and project work

Approved repairs and fixed-price packages are billed per the written quote. Refunds are not offered for completed scoped work. If work cannot proceed because required access was never granted, or the platform cannot be repaired as disclosed in writing, we will discuss a fair stop point in writing — typically limited to unused approved scope, not a blanket money-back guarantee.

Care plans

Care intake audit (currently $175 unless waived in writing or a written offer states otherwise) is paid upfront when we need a structured eligibility review — for example a broken, unstable, or hosting-ineligible site. Healthy Care-eligible sites may enroll directly without that fee. When charged, the audit covers a written pass, fail, or conditional decision. If you enroll in Care within 14 days of payment, that fee is credited toward your first Care month. If you do not enroll, decline Care, or enroll after the credit window, a charged intake audit fee is not refundable — you paid for investigation and a written eligibility outcome, not a reservation that can be cancelled for cash back.

Care has a 3-month minimum term (three paid months). After that, cancel is effective at the end of the current billing period when you give written notice at least 7 days before the next renewal (confirmed in your Care agreement). Notice during month 3 can end Care at the end of month 3 when it arrives in time. We ask for that notice so we can stop the next charge and prepare handoff; late notice still ends Care without stacking an extra forced month of calendar notice.

Default rule: Care fees for periods that have started, remaining months in an active minimum term, and yearly prepaid Care are not automatically refundable once the billing period or prepaid term has begun. If cancel timing leaves an unused renewal on your card, contact us in writing first — we routinely issue a goodwill refund on that unused period so the exit stays clean. Goodwill refunds are at our discretion, confirmed in writing, and are not a standing money-back guarantee for completed Care months, intake audits, or prepaid yearly terms already consumed. Exceptions required by law still apply.

Prepaid extra support request blocks are quoted when needed and paid before work continues. Once purchased, prepaid request blocks are not refundable, including unused requests in that block. Pausing website-help work when included requests are exhausted is not a refund event.

Cancel export windows for hosted-with-us sites (downloadable files + database before the cancel date) are a handoff convenience, not a basis for refunding Care fees already earned or prepaid.

Chargebacks and billing disputes

If you have a billing concern, contact us first through your invoice thread or the Request Rescue form with a billing note. We will review the engagement record — signed agreement or quote acceptance, invoices, diagnostic or Care findings, and delivered work — and respond in writing. For Care cancel timing issues (for example an unused renewal that already charged), writing in first is how goodwill refunds get processed quickly.

A card chargeback or payment dispute filed without first contacting us does not cancel amounts owed for work already performed or for Care periods already started. We may contest disputes with our records of signed scope, payment authorization, and delivery. Filing a chargeback may pause or end ongoing work and Care access until the dispute is resolved.

By paying a diagnostic, repair, Care intake audit, Care subscription, or overage invoice, you acknowledge the refund rules on this page and that payment is for services described in the related quote or agreement.

Contact

Billing questions: reply to your invoice thread or use the Request Rescue form with a billing note.