Refund Policy

We’d rather fix a site than keep money for something you’re unhappy with. Here’s exactly where we stand.

Before we send your preview

Changed your mind? Email us before your preview link goes out and we’ll refund your build fee in full, no questions asked.

After you’ve seen your preview

Once we’ve delivered a preview, the work is done and the build fee is non-refundable. What you get instead is the revision rounds included in your package — one on Starter, two on Business — and we’ll keep adjusting colours, copy, images and layout until it genuinely represents your business.

If we’ve clearly failed to deliver what your package promised — for example a Business order that arrives with fewer pages than agreed — tell us and we’ll either fix it or refund you. That’s on us, not you.

If we miss the 48 hours

If we can’t deliver your preview within 48 hours of confirmed payment and the delay is our fault, you can choose a full refund or let us continue. We’ll always tell you before the deadline rather than after it.

Care plans

• Month-to-month — cancel any time, from your next billing date.
• No partial refunds for an unused part of a month; your site stays online and supported until the period you’ve paid for ends.
• Prepaid annual plans, if you have one, are refunded pro-rata for the whole months remaining.

Custom orders

Custom projects are quoted individually and the refund terms are set out in that quote, since scope and staging vary.

How to ask

Email support@hatchstudio.io with your order reference and what went wrong. We reply within one working day and process approved refunds through Stripe to your original payment method, usually within 5–10 business days.