Refund & Cancellation.

Last updated: 30 August 2026

1. Overview

DotWeb IT Solutions provides custom, project-based web development and digital services. This policy explains how cancellation and refund requests are handled, and what happens to money already paid.

Refund eligibility depends on the stage the project has reached and the work already performed. Because project work may begin within 24–48 hours after payment and required project materials and access are received, refund eligibility is based on the stage of work at the time the request is received rather than solely on the number of days since payment.

This policy forms part of our Terms & Conditions.

2. How to request cancellation or a refund

Send your request by email to info@dotwebitsolutions.com. Where available, please include:

• your name
• your company
• the project reference or invoice information
• the email address used for the project
• the reason for the request

We would always rather hear about a problem early. Contacting us first lets us review the project properly and, in many cases, resolve the issue directly. Contacting us does not remove or limit any rights you have.

3. Cancellation before development begins

The retained portion reflects work that has genuinely taken place before any code is written: reviewing your requirements, preparing and writing the scope, reserving a delivery slot in the schedule, and the administrative and payment-processing costs attached to the engagement.

4. Development in progress

Once substantive development or other project work has begun, but the project has not yet been substantially completed or delivered, there is no automatic fixed refund percentage. Refund requests at this stage are reviewed individually based on work completed, project progress, costs already incurred and the circumstances of the request.

Factors that may be relevant include:

• work already completed and development time already spent
• deliverables already prepared
• overall project progress
• third-party expenses, licences or services already purchased
• non-recoverable costs
• the work remaining
• the circumstances of the cancellation or request

Depending on those circumstances, we may offer a full refund, a partial refund, corrective work, project credit, or another mutually agreed resolution.

5. Substantially completed or delivered projects

Because work can be initiated quickly, a project may reach a substantial stage of completion sooner than the elapsed calendar time might suggest. How long the build itself takes depends on the scope, and the expected timeline is confirmed before payment.

Once the agreed work has been substantially completed or delivered, the value of the completed work will be taken into account. There is no automatic entitlement to a full refund simply because a request is made within a particular number of days after payment.

This does not mean concerns cannot be raised. We may still approve a full or partial refund, carry out corrective work, offer project credit, or agree another resolution where that is appropriate. Quick initiation does not remove your ability to raise a legitimate concern about the work.

6. Quality or delivery concerns

If you believe delivered work does not materially match the agreed scope, please contact us promptly. Where appropriate we may first seek to correct a defect, supply a missing agreed deliverable, revise work covered by the original scope, or offer another reasonable resolution.

Every project includes 30 days of defect correction after delivery, covering defects within the agreed project scope. It does not automatically cover new functionality, additional features, new design requests, changes outside the original scope, problems caused by third-party services, or changes made by you or another provider after handover.

Where an issue cannot reasonably be resolved through correction, we may consider a partial or full refund depending on the circumstances.

7. Goodwill refunds

DotWeb may approve a full or partial refund outside the standard eligibility rules where we consider that an appropriate resolution of a customer concern. This may include situations where work has begun, where a project has been substantially completed or delivered, or where a period of 15 days, 30 days or another reasonable period has passed.

A goodwill refund is considered individually on its own facts. It does not create an automatic entitlement for other clients, does not change this policy, and does not necessarily indicate that the original charge or the work performed was improper.

8. Third-party costs

Third-party costs incurred specifically for your project may be non-refundable once purchased or committed. These can include domains, hosting, software licences, themes, plugins, advertising spend, stock assets, platform fees and external services.

Where money has already been paid irreversibly to another provider, DotWeb cannot refund it. If such a cost is later recovered from that provider, the recovery may be taken into account when calculating your refund.

9. Scope changes

Changes to an agreed scope are quoted separately in writing before the additional work begins. Declining a quoted change does not cancel the original project, which continues under the scope already agreed.

10. Completed and delivered work

Where substantial work has already been completed or delivered, the value of that work may be taken into account when a refund is determined.

Where payment for particular work is effectively refunded, you do not automatically retain unrestricted rights to use that refunded work, unless DotWeb agrees otherwise in writing or applicable law requires otherwise. In practice this is something we would discuss and agree with you as part of resolving the request.

11. Refund method

Approved refunds are normally returned to the original payment method where that is technically possible. Refunds may be processed through Stripe or whichever payment provider was used for the original transaction.

Payments are processed securely through Stripe. DotWeb does not store card details. The original charge may appear on your statement as SECUREDOTWEB.

12. Refund processing time

Once a refund is approved, DotWeb will generally initiate it within 5 business days. The time required for the refund to appear on your account may vary depending on the payment provider, card network and financial institution.

We are able to confirm when a refund has been initiated. We cannot promise the exact date on which your bank will display it.

13. Payment disputes

If you have a concern about a payment or project, please contact DotWeb directly at info@dotwebitsolutions.com so we can review the issue promptly. Nothing in this policy limits rights that cannot legally be excluded.

Nothing here affects your ability to contact your bank, card issuer, Stripe or another payment provider. Where a payment dispute is raised, DotWeb may provide relevant records to the payment provider or card issuer, which may include the agreed scope, quote, invoice, payment confirmation, customer communications, project progress, staging access, delivery and handover records, refund records and other relevant evidence of the services provided.

14. No recurring billing

DotWeb currently provides project-based services only. There are no monthly subscriptions, no recurring retainers, no automatic recurring charges and no free trials that convert to paid plans. There is accordingly no recurring billing to cancel.

15. Your rights

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.

16. Contact

Questions about cancellation or refunds, including how this policy applies to your specific engagement:
info@dotwebitsolutions.com · +1 (587) 887-3277
DotWeb IT Solutions, 240 Cornerbrook Dr NE, Calgary, AB T3N 2J2, Canada

We would rather answer a question before you commit than argue about it afterwards.