Refund & Cancellation Policy

Effective: June 1, 2026

This Refund and Cancellation Policy is part of our Terms of Service. By purchasing any Plaza plan, you agree to these refund terms.

N⁰ 01 Quick summary

• Build ($799): Full refund before design begins. If you cancel after design has started but before launch, the $300 downpayment is forfeited — the $499 balance is not charged and you keep all draft files. No refund after launch, but you keep your site.
• Plaza Pro ($1,499): Same structure as Build. Full refund before design begins. Cancel after design starts: $650 downpayment forfeited, $849 balance not charged, all delivered assets are yours. No refund after launch.
• Care, Care+, Grow: Cancel anytime. If you cancel mid-term, your final invoice equals the remaining months × your locked rate. No penalties, no markup.
• Missed deadline: $50 per calendar day Plaza is late, on the days we are responsible for.

N⁰ 02 Build refunds ($799 one-time)

Before design begins — full refund

If you cancel before our designer opens your kickoff brief and begins the first draft, you receive a full $799 refund within 5 business days. "Design begins" means the moment a Plaza designer opens your kickoff brief and starts work — typically within 24 hours of you submitting it.

After design begins, before launch — downpayment forfeited

If you cancel after design has started but before your site goes live, the $300 downpayment is non-refundable. The $499 launch balance will not be charged. You keep all draft files and copy produced to that point.

After launch — no refund

Once your site is live, the Build fee is non-refundable. You keep full ownership of the launched site files and content and may take them to any host you choose.

Site doesn't meet expectations

If you believe the launched site genuinely does not match what was agreed in your kickoff brief, email [email protected] within 14 days of launch. We will work with you to revise it at no additional cost. Build includes 3 revision rounds, and we extend that informally for legitimate scope concerns. If, after good-faith revision attempts, Plaza cannot deliver what was explicitly agreed in writing in your kickoff brief, Plaza may issue a partial refund at its sole discretion — but never less than 15% of the Build fee ($119.85). No partial refund is available for dissatisfaction with subjective design preferences that were not specified in the kickoff brief.

N⁰ 03 Plaza Pro refunds ($1,499 one-time)

Before design begins — full refund

Same as Build: if you cancel before your designer opens the Pro brief and begins the first draft, you receive a full $1,499 refund (both the $650 downpayment and the $849 launch balance, if already charged) within 5 business days.

After design begins, before launch — downpayment forfeited

If you cancel after design has started but before launch, the $650 downpayment is non-refundable. The $849 launch balance will not be charged. All draft files, copy, and any delivered assets (logo concepts, brand intake notes) are yours to keep.

After launch — no refund

Once live, the Pro fee is non-refundable. You retain full ownership of all delivered assets including the site, logo, and stock photos. The 30-day post-launch tweak window begins on the day the site goes live.

Site doesn't meet expectations

Same policy as Build: email us within 14 days of launch with your concerns. Plaza Pro includes 5 revision rounds, and we address legitimate scope concerns before discussing any partial refund. If, after good-faith revision attempts, Plaza cannot deliver what was explicitly agreed in writing in your kickoff brief, Plaza may issue a partial refund at its sole discretion — but never less than 15% of the Plaza Pro fee ($224.85). No partial refund is available for dissatisfaction with subjective design preferences that were not specified in the kickoff brief.

N⁰ 04 Care, Care+ and Grow cancellations

Cancel anytime — settle at your locked rate

Care, Care+, and Grow are price-lock plans. You may cancel at any time. If you cancel before your term ends, your final invoice equals the remaining months × your locked monthly rate, sent as a regular Stripe invoice. No penalty fee, no markup, no early exit surcharge — just the same rate you agreed to, paid in one go instead of monthly.

Example: You have a 2-year Care lock at $39/mo and cancel after month 10. There are 14 months left. Final invoice: 14 × $39 = $546. That's it.

If you upgrade to a higher plan mid-term, the remaining buyout on your old plan is waived.

If Plaza fails to deliver the service as described (extended unexplained downtime, repeated missed work), you may cancel without the buyout. Email us with the details.

No partial-month refunds

Monthly subscription fees for the current or prior billing periods are non-refundable. If you cancel on day 25 of a 30-day cycle, service continues through day 30 with no refund for the remaining 5 days. This is standard for monthly subscription services.

Billing errors and accidental charges

If you were charged in error — duplicate charge, charged after confirming cancellation, etc. — email [email protected] immediately with your account email and the amount. We will investigate and refund verified errors within 5 business days.

Pausing your plan

If you need a temporary break (seasonal business, closure, travel), email us. We can pause Care, Care+, or Grow for up to 90 days at no charge. Your site stays online during the pause, billing stops, and your price-lock term extends by the exact number of days paused — you do not lose any committed months. Regular billing resumes automatically when the pause ends; there is no back-billing or lump-sum charge on return.

If you cancel during or after a pause, your buyout is calculated against your original term length minus the months already billed and paid. The paused months are deferred, not forgiven — they remain part of your commitment. This option is available once per 12-month period per plan.

N⁰ 05 Add-on refunds

• Rush launch ($99): Refundable in full if cancelled before the build begins. Non-refundable once the compressed build has started.
• Extra revision round ($49): Refundable in full if cancelled before the revision round is used. Non-refundable once Plaza begins work on that revision.
• Post-launch strategy call ($100): Refundable in full if cancelled at least 24 hours before the scheduled call. Non-refundable within 24 hours of the call or after it has taken place.
• Logo refresh ($100): Refundable in full before Plaza begins design. Non-refundable once the first concept is delivered.
• Email setup ($75): Refundable before configuration begins. Non-refundable once DNS configuration is complete (typically within hours of starting).
• Extra pages ($18/page): Full refund before design begins on those pages. If cancelled after design has started on the extra pages, a partial refund is issued based on work completed — extra pages do not have a separate downpayment structure, so the forfeiture policy of the main Build does not apply to this add-on separately.

N⁰ 06 First-month deal and referral discounts

First-month launch deal

When you add a Care, Care+, or Grow plan at Build or Pro checkout, the discounted first-month charge is collected at the same time as your downpayment. If you cancel before design begins and are entitled to a full Build refund, the first-month charge is also refunded in full. If you cancel after design has started (downpayment forfeited, balance not charged), the first-month charge is refunded only if plan billing has not yet begun (i.e. Day 31 has not passed). If a partial refund is issued after launch under the scope dispute policy above, the first-month plan charge is non-refundable — the plan has been active since launch and that billing period has been consumed.

Referral discounts

Customer referral codes ($100 off Build, $175 off Plaza Pro) reduce the final launch-day invoice. If you cancel before design begins, your full downpayment is returned regardless of any referral discount applied. If you cancel after design begins, the downpayment forfeiture policy applies — the referral discount does not affect the amount forfeited or refunded.

N⁰ 07 If we miss the launch deadline

We are committed to launching your site within the agreed timeline. If Plaza misses the committed launch date due to our delay — not due to waiting on your content or revision feedback — you receive $50 per calendar day late, credited to your account or refunded to your original payment method at your choice.

Your "committed launch date" is calculated as follows:

• Build base: 3 days from content receipt (2 days if you added Rush).
• Plaza Pro base: 5 days from content receipt.
• Each revision round may extend the timeline by up to 1 business day.
• Days where Plaza is waiting on you (initial content delivery or revision feedback) are excluded from the count.

The $50/day compensation is in addition to any other remedy in these Terms. This guarantee does not apply when delays are caused by: your content or revision feedback not arriving; scope changes you request mid-build; third-party service outages outside our control; or force majeure events (natural disasters, infrastructure outages, widespread internet disruptions).

N⁰ 08 How to cancel

Email [email protected] with the subject line "Cancel [plan name]" — for example, "Cancel Care+" — and include the email address on your account. We will:

1. Confirm cancellation within 1 business day and stop all future billing.
2. Continue service through the end of your current billing period.
3. Send a final export of your site files, images, and any content database as a zip archive within 5 business days, at no charge, if you request it.

After the engagement ends, your data remains accessible to you for 30 days, then is handled per our Privacy Policy.

N⁰ 09 How to request a refund

Email [email protected] with the subject line "Refund request." Include your business name, the email address used at checkout, and a brief description of the reason. We will:

1. Confirm receipt within 1 business day.
2. Approve or deny the request within 3 business days and explain our reasoning either way.
3. Issue approved refunds via Stripe to your original payment method within 5 business days of approval. Stripe typically posts refunds to your card within 5–10 additional business days depending on your bank.

If a refund is denied, we will explain why and offer alternatives where reasonable — additional revisions, account credit, or a payment plan.

N⁰ 10 Chargebacks

Please contact us before filing a chargeback. Most issues can be resolved directly within 1–2 business days, and a chargeback costs both of us time and money regardless of outcome. Stripe charges Plaza a non-refundable fee for every chargeback filed, even ones resolved in our favor.

If you file a chargeback without first attempting to resolve the issue with us:

• We will respond to your bank with documentation of all work delivered, all communications, and a copy of these Terms.
• If the chargeback is decided in our favor, we may suspend or terminate your account.
• If the chargeback is decided in your favor on a payment for a site that was delivered and launched, your access to that site, its files, and any associated Plaza services may be revoked.

N⁰ 11 Contact

Questions about refunds or cancellations? Email [email protected] or use our contact form. We aim to respond within 24 hours, weekends included.