This Refund and Cancellation Policy explains how cancellations, refunds, hosting cancellation, and domain transfers work for the Moxy Web Studio website service.
It should be read together with the Terms of Service and the plan shown on your checkout page.
1. Before payment is live
If you are reading this before our real payment system is active, we are not collecting live payment through the Moxy Web Studio order page.
A test payment notice, test button, or test receipt is not a real charge and does not create a refund because no money moved.
2. Plan A — redesign only / zip hand-off
Plan A is for customers who host the website themselves.
Refund rule:
- before delivery, refund requests are reviewed case by case;
- after the finished website zip is delivered, Plan A is not refundable;
- delivery means we provide the zip file or download page for the finished site; and
- the customer is responsible for installing it on their own host.
No install-support refund:
- we do not refund Plan A because a customer's host, builder, registrar, file manager, FTP account, email provider, plugin, server, or third-party account will not accept the files;
- we do not log into the customer's hosting account; and
- we do not troubleshoot customer hosting.
If your current site is on a hosted website builder that cannot accept a zip hand-off, Plan A is not the right plan: choose a hosted plan instead.
3. Plan B — website plus hosting on the customer's domain
Plan B includes the website build and a monthly hosting/care plan.
Cancellation rule:
- the customer may cancel future hosting/care billing at any time;
- cancellation stops future hosting/care charges after the effective cancellation date;
- charges already incurred are not automatically refunded;
- we provide a zip copy of the site; and
- we remove the hosted site after the notice period stated at checkout.
Domain/DNS after cancellation:
- the customer keeps their domain at their registrar;
- we provide the A-record/DNS information needed to point elsewhere if available;
- we do not manage nameservers or registrar accounts; and
- the customer is responsible for future hosting, DNS, and email after cancellation.
4. Plan C — website plus domain plus hosting
Plan C includes a website build, hosting/care, and a domain registered through our Porkbun account.
Cancellation rule:
- the customer may cancel future hosting/care billing at any time;
- cancellation stops future hosting/care charges after the effective cancellation date;
- charges already incurred are not automatically refunded;
- we provide a zip copy of the site; and
- we provide the domain transfer path or transfer code when the domain is eligible for transfer and the account is in good standing.
Domain transfer conditions:
- transfer may be delayed by registrar transfer locks, inaccurate contact information, unpaid balances, disputes, fraud/security review, ICANN/registrar rules, or the customer's failure to provide a destination registrar account;
- domain registration and renewal charges are not automatically refundable once incurred;
- if a domain is included for the first year, the customer should still expect renewal charges after the included period if they keep the domain through us; and
- we do not provide email mailboxes with the domain.
5. Monthly hosting/care charges
The hosting/care plan covers hosting, SSL, daily backups, uptime monitoring, a working contact form, and two small text or image changes per month.
Monthly charges are not automatically prorated or refunded unless your checkout terms say otherwise or we agree to an exception.
If a payment fails, we may pause new work, pause hosting, or delay changes after reasonable notice.
6. Extra work and scope changes
Work outside the included plan may require a separate quote. Examples:
- new pages;
- large rewrites;
- redesigns;
- new features;
- third-party integrations;
- emergency work;
- ongoing SEO/ads/marketing;
- customer hosting troubleshooting;
- email setup/migration/support;
- regulated-industry claim review; or
- anything not listed as included.
Extra work is not refundable after it has been started or delivered unless we agree to an exception or applicable law requires it.
7. Refund requests
To request a refund or cancellation, contact:
Moxy Web Studio
Moxy Solutions, #2044, 207 W Millbrook Road, Suite 210, Raleigh, NC 27609
hello@moxywebstudio.com
Please include:
- business name;
- order email;
- plan;
- reason for the request;
- what outcome you want; and
- any relevant dates, receipts, or screenshots.
We may ask for more information before deciding.
8. Disputes and chargebacks
If you believe a charge is wrong, contact us first so we can review it.
A chargeback or payment dispute may pause work, support, hosting, domain purchases, domain transfer, or delivery while the dispute is reviewed.
9. Legal rights
Nothing in this policy limits non-waivable rights under applicable law.