Refund & Cancellation Policy

Effective: May 5, 2026

1. Quick summary

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

2. Build refunds ($399 one-time)

Before we start design work

Full refund. If you change your mind before our designer begins the design phase, email support@plazasites.com and we'll refund the full $399 within 5 business days.

"Beginning design work" means the moment a designer opens your kickoff brief and starts the first draft — typically within 24 hours of you submitting it.

After design has started, before launch

Partial refund based on work completed. If you cancel after design has started but before your site goes live, we'll refund a portion of the $399 based on the percentage of work remaining. We'll send you an itemized accounting (e.g. "design draft delivered, copy in progress = $150 refund").

You'll also receive any draft files and copy we've already produced for you.

After launch

No refund on the Build fee after launch, but you keep full ownership of the launched site files and content. You can take them and host elsewhere if you choose — see "How to cancel" below for export instructions.

Site doesn't meet expectations

If you feel the launched site genuinely doesn't match what we agreed to in your kickoff brief, email us within 14 days of launch. We'll work with you to revise it at no additional cost. Build includes one round of revisions; we typically extend that informally for legitimate scope concerns. If we genuinely can't deliver what was agreed, we'll discuss a partial refund.

3. Care and Grow cancellations

Cancel anytime, no fees

Care ($75/mo) and Grow ($175/mo) are month-to-month subscriptions. You can cancel at any time and continue receiving service through the end of your current billing period. Your card won't be charged again.

No partial-month refunds

Subscription fees for the current and prior months are not refundable. If you cancel on day 25 of a 30-day cycle, you keep service through day 30, but you don't get a 5-day refund. This is standard for monthly subscriptions and lets us plan capacity.

Exception: billing errors and accidental charges

If you were charged in error (duplicate charge, charged after canceling, etc.), email support@plazasites.com immediately. We'll investigate and refund verified errors within 5 business days.

Pausing instead of canceling

If you need a break (seasonal business, temporary closure), email us — we can pause Care or Grow for up to 90 days at no charge. Your site stays online; we just don't bill you.

4. Add-on refunds

• Logo refresh ($100) — refundable in full before we begin; non-refundable once we deliver the first concept.
• Photo session ($coordinated with vendor) — Plaza coordinates the session; the photographer's own refund policy applies. We'll connect you with the policy before booking.
• Email setup ($75) — refundable in full before we configure your domain's email; non-refundable once setup is complete (the work is done within hours).
• Extra pages — same refund policy as the main Build (full refund before design starts; partial based on work completed thereafter).

5. If we miss the 3-day launch promise

We commit to delivering a complete first draft within 3 calendar days of receiving your complete kickoff brief and required content. If we miss this on our end:

• Your first month of Care is free (a $75 credit applied automatically when you sign up), OR
• Your first month of Grow is half off ($87.50 instead of $175 — a $87.50 credit applied automatically when you sign up), OR
• If you don't sign up for Care or Grow, we'll refund $75 of the Build fee.

This promise does not apply when delays are caused by:

• Your content (logo, copy, photos) not arriving on time.
• Mid-build scope changes you request.
• Third-party service outages (domain registrars, email providers, hosting providers).
• Force majeure events (natural disasters, infrastructure outages, etc.).

6. How to cancel

1. Email support@plazasites.com with subject line "Cancel [plan name]" — e.g. "Cancel Care."
2. We'll confirm cancellation within 1 business day and stop future billing.
3. You'll continue to receive service through the end of your current billing period.
4. If you'd like a final export of your site files (HTML, CSS, images, content database), we'll send a zip archive within 5 business days at no charge.
5. After the engagement ends, we keep your data accessible to you for 30 days, then archive it per our Privacy Policy.

7. How to request a refund

1. Email support@plazasites.com with subject line "Refund request" and include your business name, the email used at checkout, and a brief reason.
2. We respond within 1 business day to confirm receipt.
3. Approved refunds are issued via Stripe to the original payment method within 5 business days. Stripe typically posts refunds to your card within 5–10 business days after we issue them, depending on your bank.
4. If a refund is denied (e.g. requested after the eligibility window), we'll explain why and offer alternatives where reasonable (additional revisions, a credit toward future work, etc.).

8. Chargebacks

Please contact us before filing a chargeback with your bank — most issues we can resolve directly within a day or two. Chargebacks cost us a non-refundable fee from Stripe regardless of outcome and slow resolution down for everyone.

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

• We'll provide your bank with documentation of the work delivered, communications, and these refund terms.
• If the chargeback is upheld in our favor, we may suspend or terminate your account.
• If the chargeback is upheld in your favor on a payment for a delivered website, your access to that site and its files may be revoked.

9. Contact

Questions about refunds or cancellations? Email support@plazasites.com or use our contact form. We aim to respond within 24 hours, weekends included.