Return and Refund Policy

3.1 Monthly Service Refunds

• Pro-rated Refunds: Unused portions of monthly hosting fees are refundable upon cancellation
• Calculation: Refund amount based on remaining days in the billing period
• Processing: Refunds processed within 5-10 business days via original payment method

3.2 Service Level Agreement Credits

• Uptime Guarantee: Automatic credits applied for downtime exceeding 99% uptime SLA
• Credit Calculation: 5% of monthly fee for each hour of downtime beyond SLA threshold
• Application: Credits automatically applied to next billing cycle

3.3 Content Policy Violations

• Immediate Termination: Full refund issued for current billing period
• Processing Time: Refund processed within 5-10 business days
• Data Handling: Client data securely deleted after refund processing

4.2 Partial Work Completion Refunds

Pro-rated refunds based on deliverables completed and services rendered:

4.3 Client Satisfaction Guarantee

• Good Faith Resolution: We commit to resolving service issues before considering refunds
• Revision Process: Reasonable revisions included to meet client expectations
• Escalation: Direct access to founder for issue resolution
• Final Resort: Refund available if satisfaction cannot be achieved

4.4 Content Policy Violations

• Immediate Termination: Full refund of current billing period
• Work Retention: Client keeps all completed work and deliverables
• No Penalties: No additional charges for policy violation termination

5.1 Milestone-Based Refund Structure

• Payment Schedule: Projects billed based on agreed milestones
• Completed Work: Payment retained for finished milestones
• Incomplete Work: Refund of payments for unstarted milestones
• Work in Progress: Pro-rated payment based on completion percentage

5.2 Project Cancellation Terms

• Client Cancellation: Client pays for work completed to date
• Scope Assessment: Detailed review of completed vs. remaining work
• Final Invoice: Adjustment invoice issued for any balance due or refundable

5.3 Content Policy Violations

• Immediate Termination: Project terminated without penalty to client
• Refund Processing: Unused milestone payments refunded within 10 business days
• Work Transfer: Completed work transferred to client before termination

6.1 Refund Request Process

1. Written Request: Email ryan@ligma.digital with refund request
2. Account Information: Provide account details and reason for refund
3. Documentation: Include any relevant correspondence or issues
4. Review Process: We will review and respond within 48 hours
5. Resolution: Refund processed or alternative solution offered

6.2 Processing Timeline

• Standard Processing: 5-10 business days via original payment method
• Stripe Processing: Refunds processed through Stripe payment system
• Bank Processing: Additional 3-5 business days for bank processing
• Notification: Email confirmation sent when refund is processed

6.3 Refund Methods

• Original Payment Method: Refunds issued to original payment source
• Credit Card: Appears as credit on next statement
• Bank Transfer: Direct deposit to original account (if applicable)
• Alternative Methods: Available in special circumstances with approval

8.1 Internal Resolution Process

1. Direct Communication: Contact ryan@ligma.digital for immediate attention
2. Escalation: Issues escalated to founder for personal review
3. Good Faith Negotiation: Commitment to fair and reasonable resolution
4. Documentation: All communications documented for reference

8.2 External Dispute Options

• Credit Card Disputes: Customers may dispute charges with their credit card company
• Stripe Disputes: Disputes handled through Stripe's resolution process
• Legal Action: Arizona state law governs all refund disputes
• Mediation: Preferred method for resolving complex disputes

9.1 Medical or Family Emergencies

• Compassionate Consideration: Special refund consideration for emergencies
• Documentation: Medical or legal documentation may be required
• Flexible Terms: Extended timelines and modified refund terms available
• Case-by-Case: Individual review of circumstances and needs

9.2 Business Closure or Bankruptcy

• Full Refunds: Unused service periods refunded in full
• Priority Processing: Expedited refund processing for business closures
• Data Transfer: Assistance with data and asset transfer
• Documentation: Business closure documentation may be required

10.1 Refund Requests

10.2 Required Information for Refund Requests

• Full name and account information
• Service type and billing period
• Reason for refund request
• Preferred refund method
• Any supporting documentation

10.3 Response Timeline

• Initial Response: Within 48 hours of request
• Resolution: Within 5-10 business days
• Complex Cases: May require additional review time
• Status Updates: Regular communication throughout process