Refund & Cancellation Policy

1. The short version

• Your deposit is fully refundable until your kickoff call.
• You can reschedule or cancel the kickoff call free of charge up to 24 hours before it.
• Cancel within 24 hours of the call and we may keep a fee of 50% of your deposit, up to $250.
• After kickoff, refunds are pro-rated to the work delivered.
• Care plans are month to month. Cancel any time.

2. Deposits

For one-off packages, we take a 50% deposit to start. We hold your place in our schedule and prepare for kickoff. Until the kickoff call takes place, you can cancel and receive a full refund of the deposit, subject to the cancellation fee in section 3.

3. Rescheduling or cancelling your kickoff call

• Up to 24 hours before the call: reschedule or cancel free of charge.
• Within 24 hours of the call (or if you miss it): we may keep a fee of 50% of your deposit, up to a maximum of $250, to cover the reserved time. We refund the rest of the deposit if you cancel the project.

We'll tell you if we apply the fee and show how we calculated it.

4. After kickoff

Once the kickoff call has taken place, work is under way. If you cancel after kickoff, we'll refund the amount you've paid, minus the value of the work delivered up to the date you cancel. We calculate that value from the package price in proportion to the stages completed (kickoff, design, build, review, launch), and we'll send you a written statement. Completed design files and work you've paid for are yours when the fees due are paid.

5. Care plans

Care plans are month to month. You can cancel any time, effective at the end of the month you've paid for. We don't refund a partial month. The first month isn't refundable once we've started on your site, but if we can't look after your site and tell you before we begin, you'll get that month back.

6. Add-ons

Add-ons follow the same rules as the project they belong to.

7. If we cancel

If we need to cancel or can't deliver an order, we'll refund everything you paid for work not delivered.

8. Services that can't be refunded

Work that has been delivered and accepted, and third-party costs we paid on your behalf with your approval (domain, platform or app fees), aren't refundable. We'll show these on your invoice.

9. How refunds are paid

We refund the original payment method where possible, within 10 business days of agreeing the amount. If you paid by invoice transfer, we'll send it to the account you paid from.

10. How to request a refund or cancel

Email support@crystalriverdesigns.com with your order reference (it starts with CRD-), or call (682) 242-3742 during office hours: Mon–Fri 8:00 am–6:00 pm, Sat 9:00 am–4:00 pm, Central Time. We reply within 1 business day.