Refund & Cancellation Policy

Last updated: January 2025

1. Introduction

This Refund & Cancellation Policy applies to all services and products provided by Sitefully Limited ("Sitefully", "we", "us", "our"), a company registered in Ireland. By engaging our services or purchasing our products, you agree to be bound by this policy.

We are committed to delivering high-quality digital services. However, due to the bespoke nature of our work, our refund policy differs from standard retail policies.

2. Bespoke Services (Non-Refundable)

The following services are considered bespoke (custom-made) and are non-refundable once work has commenced:

  • Custom website design and development
  • CRM system development and customisation
  • Web application development
  • SaaS platform development
  • Custom integrations and API development
  • Branding and graphic design services

As these services are created specifically for you based on your requirements, they cannot be resold or repurposed. Under the Consumer Rights Act 2022 and EU Directive 2011/83/EU, the 14-day cooling-off period does not apply to bespoke goods or services.

3. Deposits and Project Payments

3.1 Deposits

All deposits paid to secure project commencement are non-refundable. Deposits typically cover initial discovery, planning, and design phases that begin immediately upon receipt.

3.2 Milestone Payments

Payments made for completed project milestones are non-refundable as they represent work already delivered and approved.

3.3 Cancellation Fees

If you cancel a project after work has begun, you will be charged for:

  • All work completed to date at our standard hourly rate
  • Any third-party costs incurred (hosting, domains, licenses, etc.)
  • A cancellation administration fee of €150

4. Subscription Services

4.1 Monthly Subscriptions

Monthly subscription services (hosting, maintenance, CRM access, SaaS platforms) can be cancelled at any time. Cancellation takes effect at the end of the current billing period. No partial refunds are provided for unused portions of the current month.

4.2 Annual Subscriptions

Annual subscription payments may be eligible for a pro-rata refund if cancellation is requested within 14 days of the subscription start date or renewal date. After 14 days, no refunds are available for annual subscriptions.

4.3 How to Cancel a Subscription

To cancel a subscription, email us at info@sitefully.ie with your account details and cancellation request. Cancellations must be submitted at least 7 days before your next billing date to avoid the next charge.

5. Digital Products

For digital products such as templates, themes, or downloadable resources:

  • Immediate Access: By purchasing and downloading digital products, you acknowledge that you waive your right to a refund under the Consumer Rights Directive (2011/83/EU) as the product is delivered immediately.
  • Defective Products: If a digital product is materially defective and does not function as described, we will either replace the product or provide a full refund at our discretion.
  • Compatibility Issues: We are not responsible for compatibility issues with your specific setup. Please review product requirements before purchase.

6. Website Audit Reports (websitecheckireland.ie)

This section applies to one off website audit reports purchased through websitecheckireland.ie.

6.1 Immediate delivery and your cancellation rights

Your audit report is generated and delivered as soon as payment is complete, usually within minutes. Because of this, when you place your order you will be asked to confirm that you want us to start straight away, and that you understand you lose your 14 day right to cancel once the report has been delivered. If you do not give this consent, we cannot begin your audit.

6.2 Our guarantee

If we cannot generate a report for your website, for example because your site is offline, blocks our tools, or is otherwise ineligible, you will receive a full refund to your original payment method. No questions asked.

6.3 When refunds are not available

Once your report has been successfully generated and delivered to your inbox, the service is complete and no refund is available. This includes cases where you disagree with the findings, where you entered the wrong website address, or where you decide you no longer want the report after delivery.

6.4 Faulty or incomplete reports

If your report arrives materially incomplete, corrupted, or does not cover what we describe on our website, contact us at info@sitefully.ie within 14 days and we will either rerun the audit or issue a full refund.

6.5 How refunds are processed

Approved refunds are returned to your original payment method through Stripe, typically within 5 to 10 business days. Bank processing times may add extra days.

6.6 Complaints

If you are unhappy with how we have handled a refund request, you can contact us at info@sitefully.ie. If you are a consumer in the EU, you can also use the European Commission Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr

7. Payment Processing

Payments are processed by Stripe Payments Europe, Ltd. When a refund is approved:

  • Refunds are processed to the original payment method
  • Processing time is typically 5-10 business days
  • Bank processing times may add additional days
  • Currency conversion rates at time of refund may differ from original purchase

8. Chargebacks and Disputes

If you dispute a charge with your bank or card issuer (chargeback), we reserve the right to:

  • Suspend all services until the dispute is resolved
  • Provide evidence of service delivery to the payment processor
  • Recover any costs incurred due to fraudulent chargebacks
  • Terminate your account for repeated or fraudulent disputes

We encourage you to contact us at info@sitefully.ie before initiating a chargeback so we can resolve any issues directly.

9. How to Request a Refund

To request a refund (where applicable), please email us at info@sitefully.ie with:

  • Your full name and company name (if applicable)
  • Invoice number or order reference
  • Date of purchase
  • Reason for refund request
  • Any supporting documentation

We will respond to refund requests within 30 days. If approved, refunds will be processed within 14 days of approval.

10. Exceptions

We may, at our sole discretion, offer refunds or credits in exceptional circumstances, including but not limited to:

  • Significant service outages caused by our systems (not third-party providers)
  • Duplicate payments made in error
  • Services not delivered as explicitly agreed in writing

Any exception to this policy does not constitute a waiver of our rights or set a precedent for future refund requests.

11. B2B Transactions

Sitefully primarily provides services to businesses (B2B). Under Irish and EU law, consumer protection regulations (including cooling-off periods) do not apply to business-to-business transactions. This policy applies to all clients, whether individual or corporate.

12. Changes to This Policy

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the revised policy.

13. Governing Law

This Refund & Cancellation Policy is governed by and construed in accordance with the laws of Ireland. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the Irish courts.

14. Contact Us

If you have questions about this policy or need assistance with a refund request: