Refund Policy
A transparent process transforming your vision into a digital experience
Refund Policy
Effective Date: May 11, 2026
At Moolw, we provide customized, labor-intensive digital services that require dedicated time, creative planning, and technical resources. Because these resources are allocated specifically to each project, our services are generally non-refundable once work has commenced, except where a refund is required by applicable law or expressly provided for in your agreement with Moolw.
By purchasing a Moolw Design Plan or submitting payment for our services, you acknowledge and agree to the terms of this Refund Policy.
1. No Refunds After Work Commencement
Once Moolw begins work on your website project, payments made toward the project are generally non-refundable, except as expressly provided in Section 3 (Change of Mind) of this policy or where required by applicable law.
Work is considered to have commenced when Moolw begins project-specific planning, research, wireframing, design, development, website setup, content preparation, or other work specifically performed for the Client’s project.
This includes, but is not limited to:
Project planning and preparation.
Creative direction and research.
Wireframing.
UI/UX design.
Website design.
Website development and coding.
Website configuration and setup.
Content preparation or implementation.
Project-specific technical work.
Once project work has commenced, any eligible refund will be determined strictly according to Section 3 of this policy. Refunds will not be granted for delayed communication, failure to provide required materials, or lack of client participation.
By making a payment, the Client acknowledges that Moolw may allocate professional time, creative resources, technical resources, and project capacity specifically to their website project.
2. Cancellation Before Work Begins
If you request cancellation before Moolw has commenced work on your project, please contact us as soon as possible.
Any refund eligibility will depend on whether project-specific work has already been performed, third-party services or resources have already been purchased, or other non-recoverable costs have been incurred.
If a refund is approved, Moolw may deduct any non-refundable third-party costs or work already completed before processing the remaining eligible amount.
Once project-specific work has commenced, the payment will be subject to Section 1 of this policy.
3. Change of Mind
If the Client changes their mind after Moolw has commenced work on the project, they may request to cancel the project.
If the Client cancels the project after work has commenced, Moolw will refund 50% of the payments made toward the project. The remaining 50% will be retained to cover the professional time, planning, creative work, technical resources, and project-specific costs already allocated to the project.
The refund amount may be adjusted where non-refundable third-party costs or other project-specific expenses have already been incurred.
If the Client wishes to change the website’s direction, design, content, or requirements instead of cancelling the project, Moolw will review the requested changes. Changes that remain within the agreed project scope may be handled through the included revision rounds. Requests that significantly change the original project scope may be treated as Additional Work and may require additional fees and/or an updated timeline.
Cancellation of a project does not guarantee a full refund. Any eligible refund will be determined according to this policy and the stage of the project at the time of cancellation.
4. Client Responsibility & Project Delays
Clients are responsible for providing the information, content, feedback, approvals, access credentials, images, branding materials, and other resources reasonably required to complete the project.
A lack of participation, delayed responses, failure to provide required content, or failure to provide necessary approvals does not entitle the client to a refund.
If a project remains inactive for more than 30 consecutive days because of the client’s failure to provide required information, content, feedback, approvals, or communication, Moolw may place the project on hold or archive it.
To reactivate an archived project, a Reactivation Fee may apply, and the project will be subject to Moolw’s current availability and scheduling.
Any payment already made remains subject to this Refund Policy.
5. Project Scope, Revisions & Satisfaction
Moolw is committed to delivering professional work that follows the agreed project scope and the requirements provided by the client.
Our plans may include a specific number of revision rounds, as stated on the selected plan or service agreement.
Clients may request revisions within the included revision rounds, provided that the requested changes remain within the agreed project scope.
Requests that introduce new functionality, additional pages, substantial redesigns, new services, or requirements outside the original scope may require additional fees and/or an updated project timeline.
Revisions are intended to refine the agreed design and do not create a general right to a refund.
Our goal is to work collaboratively with each client to reach a final result that meets the agreed requirements and professional standards.
6. Technical Issues & Third-Party Services
Moolw may use or integrate third-party services and platforms when required for a website project.
These may include, but are not limited to:
- Domain registrars.
- Hosting providers.
- Payment processors.
- WordPress plugins and extensions.
- Premium themes or software.
- Stock images, fonts, or other licensed resources.
- External APIs.
- Email services.
- Analytics and marketing platforms.
- Other third-party software or services.
Moolw is not responsible for service interruptions, outages, policy changes, compatibility issues, price changes, account restrictions, or failures caused by third-party providers that are outside our reasonable control.
Payments made directly to third-party providers are subject to those providers’ own refund, cancellation, and service policies.
If a third-party service is required for your project, any associated subscription, license, renewal, or ongoing fee may be the client’s responsibility unless otherwise stated in the selected plan or service agreement.
7. Domain & Hosting Services
If Moolw assists with domain registration, hosting, or related services, these services may be provided through third-party providers.
Domain registration fees, hosting fees, renewals, and other third-party charges may be non-refundable according to the provider’s policies.
Moolw is not responsible for domain expiration, domain registration errors caused by incorrect information provided by the client, hosting outages, or account issues caused by the client or third-party provider.
Where applicable, Moolw will assist the client in resolving reasonable technical issues within the scope of the service purchased.
8. Website Maintenance & Ongoing Services
Website maintenance, updates, security monitoring, backups, content updates, and technical support may be offered as separate services or ongoing plans.
Unless otherwise stated in a written agreement, payments for ongoing services are subject to the terms of the applicable service plan.
Cancellation of an ongoing maintenance or support service does not create a refund entitlement for services already provided or for the current billing period, except where required by applicable law or expressly stated in the applicable agreement.
9. Chargebacks & Payment Disputes
If you have a concern about a payment, project, or service, we ask that you contact Moolw first so that we can attempt to resolve the issue directly and fairly.
Nothing in this policy is intended to limit any rights or remedies available to the client under applicable law or the rules of their bank, credit card provider, or payment processor.
If a payment dispute or chargeback is initiated, Moolw reserves the right to provide relevant documentation to the payment processor, bank, or financial institution, including invoices, agreements, project records, communications, approvals, submitted requirements, and records of work performed.
Moolw will respond to disputes in good faith and provide relevant evidence regarding the services purchased and work completed.
10. Refund Processing
If Moolw approves a refund, the refund will generally be issued to the original payment method used for the transaction.
Processing times may vary depending on the payment processor, bank, or financial institution.
Any applicable third-party costs, completed work, or other non-refundable expenses may be deducted from an approved refund where permitted by the applicable agreement and law.
11. Exceptions Required by Law
Nothing in this Refund Policy is intended to exclude, restrict, or waive any consumer rights, cancellation rights, refund rights, or other legal protections that cannot lawfully be excluded or waived under applicable law.
Where applicable law requires Moolw to provide a refund, cancellation, or other remedy, Moolw will comply with those requirements.
12. Acceptance of This Policy
By purchasing a Moolw Design Plan, submitting payment, or signing a service agreement, you confirm that you have had the opportunity to review this Refund Policy and agree to its terms, subject to any rights provided by applicable law.
The Refund Policy should be read together with Moolw’s Terms & Conditions and any specific service agreement provided for your project.
Questions About This Policy?
If you have questions about this Refund Policy, your payment, or your project, please contact Moolw before purchasing our services.
Email: info@moolw.com
Website: moolw.com