Refund Policy

1. Overview

At Joseign, we are committed to delivering high-quality landing page development, UI/UX design, and MVP development services. This Refund Policy outlines the circumstances under which refunds may be issued.

By engaging our services, you acknowledge and agree to the terms outlined in this policy.

2. Refund Eligibility

2.1 When Refunds Are Available

Refunds may be issued under the following circumstances:

• Project Cancellation Before Work Begins: Full refund minus a 10% administrative fee if cancelled within 48 hours of payment
• Service Not Delivered: If we fail to deliver the agreed-upon services within the timeline specified in the project agreement (excluding delays caused by client)
• Major Quality Issues: If deliverables significantly deviate from the agreed scope and we are unable to rectify them within 14 days
• Force Majeure: Mutual agreement to terminate due to unforeseen circumstances preventing project completion

2.2 When Refunds Are NOT Available

• Change of mind after work has commenced
• Client-caused delays exceeding 30 days
• Dissatisfaction with subjective design preferences (after agreed revision rounds are exhausted)
• Client failure to provide required materials, feedback, or access
• Third-party service failures (hosting, domains, APIs)
• After final deliverables have been accepted and delivered

3. Refund Calculation by Project Stage

If you cancel a project after work has begun, refunds are calculated based on completed work:

4. Non-Refundable Items

The following costs are non-refundable under any circumstances:

• Initial Deposits: 10% administrative fee on all upfront payments
• Third-Party Costs: Domain registrations, hosting setup fees, premium plugins, stock assets, API fees
• Completed Work: Any work that has been delivered, reviewed, and approved by the client
• Consultation Fees: Discovery calls, strategy sessions, and consulting hours
• Rush Fees: Any expedited delivery charges paid for accelerated timelines

5. Refund Request Process

To request a refund, follow these steps:

1. Submit a Written Request: Email hello@joseign.com with "Refund Request" in the subject line
2. Include Required Information:
   • Project name and agreement reference number
   • Reason for refund request
   • Supporting documentation (if applicable)
   • Original payment receipt
3. Review Period: We will review your request within 5 business days and respond with a decision
4. Approval & Processing: If approved, refunds will be processed within 10 business days to the original payment method

6. Payment Method-Specific Refund Times

• Credit/Debit Card (Stripe): 5-10 business days
• PayPal: 3-5 business days
• Bank Transfer: 7-14 business days
• Cryptocurrency: 24-48 hours (subject to network confirmation times)

Note: Processing times may vary depending on your financial institution. Refunds are always issued in the original currency paid.

7. Partial Deliverables

If you cancel mid-project and receive a partial refund, you may be entitled to receive completed work up to the cancellation point:

• Design files (Figma, Sketch, Adobe XD) for completed design phases
• Source code for completed development work
• Documentation and assets created to date

However, you will NOT receive ownership of incomplete or work-in-progress files until the refund is processed.

8. Quality Guarantee

We stand behind the quality of our work. If you are unsatisfied with the final deliverables:

1. Report Issues: Notify us within 7 days of delivery with specific concerns
2. Revision Opportunity: We will offer one additional revision round at no extra cost
3. Refund Consideration: If issues persist and are deemed valid, we will issue a partial refund (10-30% depending on severity)

This guarantee applies only to objective defects (broken functionality, missing features from scope) and not subjective design preferences.

9. Monthly Retainers

For ongoing monthly retainer agreements:

• Cancellation Notice: 30 days' written notice required
• Current Month: No refund for the current billing period
• Unused Hours: Unused hours do not roll over and are non-refundable
• Early Termination: If you terminate before the minimum commitment period (typically 3 months), no refund will be issued for months already paid

10. Dispute Resolution

If you disagree with our refund decision:

1. Contact us to discuss your concerns in detail
2. We will escalate to senior management for review
3. If still unresolved, both parties agree to mediation before pursuing legal action
4. Disputes will be governed by the laws of the United Kingdom

11. Chargebacks

Important: Initiating a chargeback without first contacting us may result in:

• Immediate suspension of all services
• Termination of project and forfeiture of all work
• Legal action to recover costs and damages
• Reporting to credit agencies and payment processors

We encourage you to contact us directly to resolve any billing disputes before filing a chargeback.

12. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Existing projects will be governed by the policy in effect at the time of agreement signing.

13. Contact Us

For refund requests or questions about this policy, contact us: