Service policy (cancellations & refunds)

If plans change, here's how we make it fair. If you sign a Client Service Agreement with us, it controls wherever it differs from these terms.

1. Consults

• Your first consult is free, with no deposit.
• If you need to change it, just let us know. We may ask you to confirm before rebooking after a no-show.

2. Payment by project size

• Each payment is due on receipt, and each phase starts after its payment clears.
• Projects run in four milestones: Discovery, Design, Build, and Launch. You approve each milestone in writing (email is fine) before the next one starts.
• If you don't respond within 10 business days of a delivery, that milestone counts as approved.

3. Deposit and the 72-hour grace period

• Your deposit reserves your spot and covers work we've begun.
• If you cancel within 72 hours of signing and before work starts, you get a full refund.
• Work starts at whichever comes first: (a) the kickoff call is held, or (b) we begin any deliverable work after your deposit clears. We confirm the start date to you in writing.
• After work starts, if you cancel we keep the greater of the value of the work completed (see §5) or 25% of the project fee, and we refund the rest of what you've paid. That amount is our reasonable advance estimate of what a cancellation costs us in reserved time and turned-away work. It is not a penalty.

4. Balance

• We invoice the balance at delivery. It is due within 7 days or before launch or handover, whichever comes first.
• We release final files, launch, and admin handover after payment. Accounts opened in your name stay yours the whole time.
• Ownership: when you've paid in full, we assign you the copyright in the final work we made for you. Our own reusable tools and templates stay ours, and you get a permanent license to use them as built into your work. Third-party themes, apps, fonts, and images are covered by their own licenses.

5. Cancelling milestone work

• Payment for an approved or delivered milestone covers work already done, so it isn't refunded except as stated in this policy.
• If you cancel, you pay for completed milestones plus the in-progress milestone, pro-rated by the work done, subject to the minimum in §3.
• Before we bill, we send you a written summary of the work completed.
• We refund anything you prepaid for milestones we haven't started.

6. Scope changes

• Any change to the scope gets a written change order showing the price and timeline impact, and you approve it before we start.
• Small tweaks under 30 minutes may go into your revision rounds, at our discretion.

7. Sessions, rescheduling, and no-shows

• Remote calls: free to reschedule with 24 hours' notice.
• On-site visits (inventory counts, Clover setup): free to reschedule with 48 hours' notice.
• You can reschedule up to 2 times per project.
• Late cancellation or no-show:
• Remote: the session is billed at the standard hourly rate stated in your quote or agreement (1-hour minimum).
• On-site: a $60 Trip Fee (within 30 round-trip miles of our office; beyond that, add $0.76 per extra round-trip mile). It covers round-trip mileage and one hour of reserved time.
• After 2 no-shows, we may pause the project until any balance is paid and the session is rebooked.

8. Client delays

• If you go silent for 30 days, the project goes on hold.
• After 60 days, we close it out and bill for the work completed under §3 and §5. Restarting needs a new quote.

9. Monthly plans

• AUTOMATIC RENEWAL: Monthly plans renew automatically every month and are charged on the 1st to the card or bank account you authorize in writing, until you cancel. You get a receipt for every charge.
• If a payment fails and is still unpaid after 10 days, service pauses.
• You can cancel any time with 30 days' written notice (email is fine). We confirm in writing, including your last service date.
• We don't refund partial months, but we finish the work for any month you've paid for.
• Unused hours don't roll over. Hours over your plan are billed at the hourly rate on the next invoice.
• Pause option: once every 12 months, for 1 month. Give 7 days' written notice before the next billing date. There's no work and no billing during the pause, and service resumes automatically.
• Any founding-client discount appears as its own line on your invoice.

10. Not happy? Tell us first

1. Tell us in writing.
2. We reply within 2 business days (Monday to Friday, excluding holidays).
3. We offer a call to fix the problem and one extra revision round.
4. After that, we discuss a partial credit. This process doesn't limit any right you have under law.

11. Refunds

• Approved refunds go back to your original payment method within 10 business days.
• Payment-processor fees already charged to us, if any, are not refunded.
• If we can't deliver, or the refund is our fault, you get a full refund, including those processor fees.

12. Pass-through costs

Third-party costs that have already been paid are not refundable by us. This includes subscriptions, domains, apps, hardware, ad spend, and state fees. We don't mark them up.

13. Late payment

• We send reminders on day 1 and day 7 after the due date. After 15 days past due, work may pause.
• Amounts unpaid 30 days or more after the due date bear simple interest until paid: business clients 1.5% per month; personal or household clients 1% per month. No minimum charge and no compounding.

14. Chargebacks

Please contact us before disputing a charge. If a dispute is filed, work pauses until it's resolved.

15. Liability

We do our work with reasonable skill and care, but we don't guarantee sales, traffic, rankings, ad results, or how third-party platforms perform. To the extent the law allows, our liability is limited to the greater of the fees you paid us in the 12 months before a claim or the fee for the project involved, and neither of us is liable for indirect or consequential damages or lost profits. These limits don't apply to fraud, gross negligence, willful misconduct, or refunds owed for work not performed. We don't provide legal, tax, accounting, credit, or patent advice.

Not happy? Tell us first. We'll work with you to fix it.

Contact

Lee Atelier Group · Augusta, GA area · leeateliergroup@gmail.com · 706-305-7576