Refund Policy

Last updated: October 9, 2026

This policy explains how deposits, cancellations and refunds work for services provided by WebTailor, a sole proprietorship based in Ontario, Canada. It applies to design, development, eCommerce, app, branding, marketing, photography, video and other service work we quote and invoice.

Your signed service agreement or accepted quote always takes priority. If it sets different terms for your project, those terms apply. Nothing in this policy limits any rights you have under Ontario or Canadian consumer protection law.

Buying a theme from Tailor Themes?

This policy does not cover theme purchases. Themes sold on tailorthemes.com are covered by the Tailor Themes refund policy, and refund requests for themes must be sent to support@tailorthemes.com. WebTailor cannot process theme refunds.

Deposits

• Most projects begin with a deposit that reserves time in our schedule.
• If you cancel within 48 hours of paying the deposit and before any work has started, we refund the deposit in full.
• Once discovery, design or development work has started, the deposit covers that work and is not refundable.

Milestone and project payments

• Payments for milestones we have completed and delivered are not refundable.
• If you prepaid for a milestone we have not started, we refund that amount in full.
• If a milestone is in progress when a project is cancelled, you pay only for the work completed, calculated on the hours worked at the rate in your agreement or as a fair share of the milestone price. We refund any difference.

If you cancel a project

You can cancel at any time by telling us in writing. We will stop work, invoice or refund the balance as described above, and hand over all completed work you have paid for, including design files and code where your agreement includes them.

If we cancel a project

If we have to end a project for reasons on our side, we refund every payment for work we have not delivered and hand over all completed work.

Monthly plans and retainers

• Monthly services such as care plans, hosting management, SEO and social media can be cancelled with 30 days’ written notice.
• Months already started or completed are not refunded.
• Annual plans paid upfront can be cancelled within 14 days of payment for a full refund. After that, unused full months are refunded on request, less any discount the annual price included.

Hourly work

Hourly and ad-hoc work is billed for the time actually worked. If you prepaid a block of hours, unused hours are refunded on request within 12 months of purchase.

Third-party costs

Costs we pay to other companies on your behalf are not refundable by WebTailor once purchased. This includes domains, hosting, premium themes and plugins, app store fees, stock media, software licences, printing and advertising spend. Each is subject to that provider’s own policy, and we will help you request a refund from them where one is available.

Revisions and our work guarantee

• Your agreement lists the rounds of revisions included at each stage. Extra rounds or new features are quoted separately.
• If something we built does not work as agreed, we fix it free of charge. For website and app projects we fix reported defects free for 30 days after launch.
• We want you to be happy with the result. If you are not, tell us early: most concerns can be solved with a revision rather than a refund.

How to request a refund

• Contact us through the contact page with your name, the project or invoice number and the reason for your request.
• Please send refund requests within 30 days of the payment or event concerned.
• We reply within two business days. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may take a few extra days to show the credit.

Chargebacks

If you have a problem with a payment, please contact us first. We can usually resolve it faster than a card dispute, and it keeps your project on track.

Changes to this policy

We may update this policy from time to time. The version in force when you accepted your quote or signed your agreement applies to your project.