Refund & Cancellation Policy

Overview

Pelagic Interactive sells professional design and development services, not physical goods. All work is delivered digitally. This policy explains when a payment can be refunded and how to cancel a project or a care plan. It applies to every engagement unless your written proposal says otherwise.

Deposits

A 50% deposit reserves your place in our production schedule and covers the discovery stage. Once discovery has taken place, the deposit is non-refundable, because the work it pays for — research, scoping, and a fixed written price — has already been delivered to you.

If you cancel before the discovery session takes place, the deposit is refunded in full, less any payment processing fees we have already incurred.

Cancelling a project in progress

You may cancel a project at any time by emailing hello@pelagicinteractive.com. When we receive your notice:

• We stop work immediately.
• We invoice for work completed to that point, calculated against the project stages set out in your proposal.
• Any amount you have paid beyond the value of completed work is refunded to your original payment method within 10 business days.
• If completed work exceeds what you have paid, the balance is due within 14 days.
• You receive the files and designs produced up to the point of cancellation, provided your account is settled.

Design stage guarantee

If, during the design stage, we cannot produce a design you are willing to approve after the revision rounds included in your tier, you may end the project. We will refund everything you have paid except the discovery fee, which is 20% of the project total.

After launch

Project fees are non-refundable once the website has been made live on your domain, because the work has been delivered in full. Defects in our work are covered by the 30-day post-launch warranty described in our Terms of Service and are corrected at no charge.

Care plans

Care plans are billed monthly in advance. You may cancel at any time by emailing us; give us 30 days’ notice and we will not bill you again. The current month is not pro-rated or refunded, and service continues to the end of the paid period. Cancelling a care plan does not affect your ownership of the website.

If we fail to deliver a service included in your plan during a billing month, tell us and we will credit that month.

Duplicate or incorrect charges

If you are charged twice, or charged an incorrect amount, email us with the invoice number. We verify and refund confirmed errors in full within 5 business days.

Chargebacks

Please contact us before disputing a charge with your bank. Almost every dispute is a misunderstanding we can resolve in a single email, and a chargeback filed without contacting us first may result in suspension of services.

How refunds are issued

Refunds are returned to the original payment method through Zoho Invoice. Depending on your bank, funds typically appear within 5 to 10 business days of processing. We do not issue refunds by cash, cheque, or to a different account than the one used for payment.

Contact

Pelagic Interactive
[Street Address]
Port Salerno, FL 34992, United States
hello@pelagicinteractive.com
(772) 000-0000