Refunds

This policy is part of the Terms of Service for the Website Rescue service at renewsite.com, provided by Strongweb LLC, registered in [TO CONFIRM: state or country of registration], company number [TO CONFIRM: company number], registered address [TO CONFIRM: registered address].

Effective date: [TO CONFIRM: effective date]

1. The diagnosis fee — EUR 190

The fee is not refundable once we have delivered the diagnosis.

The reasoning, so it does not feel arbitrary: the diagnosis is not a deposit or a booking fee, it is a piece of work. We examine your site, measure it, and write up what is wrong and what we would do about it. You keep that document. You can act on it yourself, give it to another developer, or do nothing. It has value whether or not you hire us.

If you cancel before we start, and we have not begun examining your site, you get the full EUR 190 back.

If you go ahead with a rebuild, the full EUR 190 is credited against the price. Not part of it — all of it. A EUR 1,200 Rescue Core costs EUR 1,200 in total, including the diagnosis you already paid for. There is no time limit on the credit and no need to decide immediately.

If we cannot deliver the diagnosis — for example because we never get access to your site — we refund it in full.

If the diagnosis shows we cannot help you and we decline the project under clause 4 of the Terms, you keep the document and the fee stands. You will know exactly what is wrong with your site and what work it actually needs, which is what you paid for. If we can already see from the outside that you fall outside our range, we say so before you buy.

2. Cancelling a rebuild mid-project

You can stop at any time. Email hello@renewsite.com.

You pay for the work done, pro rata. We send you an honest account of what stage the project reached and what that is worth, measured against the plan we agreed at the start. Then:

• If the work done is worth less than the 50% deposit you paid, we refund the difference.
• If it is worth more, we invoice the difference. No surprises — if a project passes the halfway point we say so at the time.
• We hand over what exists: the files, the work in progress, the diagnosis.
• The EUR 190 diagnosis credit is applied to the pro-rata amount, so you are never charged for it twice.

If we cancel because of something you did — non-payment, or no access or content after two requests — the same pro-rata rule applies. You pay for work done, not for the whole project.

If we cancel for our own reasons, or cannot finish for reasons that are our fault, we refund everything you paid for the incomplete work, including the diagnosis fee if the project never properly started.

Refunds go back to the original payment method through Stripe, and normally take a few working days to reach you, depending on your bank.

3. The speed guarantee is not a refund

This is the clause people most often assume works differently, so it is written plainly:

If your main page does not reach a mobile PageSpeed Insights lab score of 85 or higher, measured three times in a row within 7 days of go-live, we keep working on it at no extra charge until it does. We do not refund your money.

There is no money-back option attached to the guarantee, and it cannot be converted into one. A refund would leave you exactly where you started — a slow website and a rebuild that did not work — and it would let us walk away from a job we did not finish. Continuing to work is a harder promise for us and a better outcome for you.

Two things to remember about the target:

• It is the lab score: a simulated test on a simulated slow phone. That is not the same as field data (Core Web Vitals), which comes from your real visitors over 28 days and depends on their devices and connections. We guarantee the lab score because it measures how the site is built, which is the part we control.
• Third-party scripts added after handover are excluded. Chat widgets, booking tools, tracking pixels, ad tags and heavy embeds all cost speed. If you add them after go-live and the score drops, that sits outside the guarantee. We will tell you what each one costs you.

4. Cancelling the care plan

The care plan is EUR 99 per month.

• Cancel any time. Email hello@renewsite.com. No notice period, no cancellation fee, no phone call to sit through.
• The current month runs out. You paid for it, so cover continues to the end of the paid month. We do not refund part-months.
• No further payments are taken after you cancel.
• You keep your site. Cancelling changes nothing about ownership or your licence to the theme and design system (Terms, clause 9).
• You keep your backups. Ask, and we give you the most recent backup we hold.
• Coming back later is fine, if we have capacity, at the price in force then.
• We can cancel too, with 30 days’ notice — for example if we stop offering the plan. If we do, we refund any part-month you paid for.

Unused change time does not roll over and is not refundable. The monthly hour is availability, not a bank of credit.

5. Chargebacks

If you think something has gone wrong, email us first at hello@renewsite.com. We would rather sort it out directly than through a card dispute, and in practice we usually can.

6. How to ask for a refund

Email hello@renewsite.com with your name, your website address, and what you are asking for. We reply within 2 working days and tell you plainly what we think you are owed and why. If we owe you money, we pay it to the original card through Stripe.