Refund Policy

1. Overview

We want you to be satisfied with the work we deliver. This Refund Policy explains when a refund is available, how it is calculated, and how to request one. It applies to every service we provide — SEO, mobile app development, software development and website development.

Because our work is custom and delivered by people rather than sold off a shelf, refunds are based on the work already performed and the costs already committed at the point you cancel.

2. Deposits and Retainers

Project deposits reserve capacity in our delivery schedule and cover the discovery, planning and setup work that begins immediately on acceptance. Deposits are refundable only under the conditions set out in section 3.

3. Cancellation Before Work Begins

If you cancel in writing within 5 business days of paying your deposit, and before any discovery session, design work or development has started, we will refund your deposit in full, less any non-recoverable payment processing fees.

After that window, or once work has started, section 4 applies.

4. Cancellation After Work Begins

If you cancel once work is under way, we will invoice for all work completed and all third-party costs committed up to the cancellation date, and refund the balance of anything you have already paid.

• Completed work is valued against the milestones and hours recorded in your Proposal.
• You receive everything produced up to that point, subject to payment in full for that work.
• We will send a written breakdown of the calculation with the refund or final invoice.

5. Milestone-Based Projects

Where a project is billed in milestones, each milestone becomes non-refundable once it has been delivered and either approved by you or left unchallenged for 10 business days. Milestones not yet started are refunded in full.

6. Monthly Retainer Services

SEO, maintenance and care plans run month to month after any minimum term stated in your Proposal.

• Cancel any time with 30 days written notice.
• Fees for the current month are not refundable, because the work and third-party costs for that month are already committed.
• We continue to deliver the service for the remainder of the notice period.
• Any months paid in advance beyond the notice period are refunded in full.

SEO retainers carry a 3-month minimum term. If you cancel inside that term, the remaining months of the minimum are payable and are not refundable.

7. What Is Not Refundable

The following are never refundable, because they are paid to third parties or consumed on your behalf:

• Domain registrations and renewals.
• Hosting, server and infrastructure fees already incurred.
• Third-party licences, plugins, themes, fonts and stock media purchased for your project.
• Advertising spend placed on your behalf.
• App store developer fees and submission costs.
• Payment processing fees deducted by our provider.
• Work already delivered and approved.

8. Revisions and Satisfaction

Every Proposal includes a defined number of revision rounds at each stage. If a deliverable does not match what was agreed, tell us within 10 business days of delivery and we will correct it at no charge under the warranty in our Terms & Conditions.

A change of preference or direction after approval is treated as a change request rather than a defect, and is quoted separately. Dissatisfaction with an outcome that depends on factors outside our control — such as search rankings, traffic or sales — is not on its own grounds for a refund.

9. Chargebacks

Please contact us before raising a chargeback with your bank or card issuer. We will always try to resolve a billing dispute directly and quickly. Chargebacks raised without first contacting us may result in suspension of work and recovery of the disputed amount plus reasonable costs.

10. How to Request a Refund

Email info@fivestartraders.com with “Refund Request” in the subject line, and include:

• Your name and company name.
• Your invoice number or project reference.
• The date of payment and the amount.
• The reason for the request.

We acknowledge every request within 2 business days and give you a written decision, with the calculation behind it, within 10 business days.

11. Processing Times

Approved refunds are issued to the original payment method within 5 to 10 business days of approval. How quickly the money reaches you after that depends on your bank or card issuer, and is typically a further 3 to 5 business days.

12. Changes to This Policy

We may update this Refund Policy. The version that applies to your engagement is the one published on the date your Proposal was accepted. The “Last updated” date at the top of this page shows the current version.

13. Contact Us

If you have questions about this policy, or want to exercise any of the rights described in it, contact us:

• Five Star Traders, Brooklyn, New York
• Email: info@fivestartraders.com
• Phone: (888) 332-7092
• Business hours: Monday through Friday, 9:00 AM – 5:00 PM EST