Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy outlines the terms under which refunds may be issued for SiteSnap's website creation services. This policy complies with the Consumer Protection Act, 2019 and applicable e-commerce regulations in India.

By making a payment to SiteSnap, you acknowledge that you have read, understood, and agreed to this policy.

2. Our Service Model

SiteSnap operates on a unique "preview first" model:

• Step 1: You share your business details with us
• Step 2: We create a custom website preview at no charge
• Step 3: You review the preview using a unique code
• Step 4: Only if you approve, you make the payment
• Step 5: We make your website live

This model ensures you see exactly what you're paying for before committing.

3. Refund Eligibility

3.1 Eligible for Refund

Full or partial refunds may be considered in these situations:

• Technical Issues: If we are unable to deliver the website due to technical problems on our end
• Duplicate Payment: If you accidentally paid twice for the same service
• Service Not Rendered: If we fail to deliver the website within 14 days of payment without reasonable explanation
• Material Misrepresentation: If the final website significantly differs from the approved preview (beyond minor adjustments)

3.2 Not Eligible for Refund

Refunds will generally not be provided in these cases:

• Change of Mind: If you decide you no longer want the website after payment
• Approved Preview: Since you approve the preview before payment, the design is considered accepted
• Third-Party Issues: Problems caused by your hosting provider, domain registrar, or other third parties
• Content Issues: Delays or problems caused by late or incomplete content from you
• Post-Delivery Changes: If you want a completely different design after the website is delivered
• Business Closure: If your business closes or you no longer need the website
• Scope Creep: Additional features not included in the original package

4. Cancellation Policy

4.1 Before Payment

You may cancel at any time before making payment. Since the preview is provided free of charge, there is no financial obligation.

4.2 After Payment, Before Delivery

If you wish to cancel after payment but before the website goes live:

• Contact us immediately via WhatsApp or email
• Cancellation within 24 hours of payment: Full refund may be considered
• Cancellation after 24 hours: Partial refund (50%) may be considered, as work has likely commenced

4.3 After Delivery

Once the website is live and delivered, cancellation and refund requests will be evaluated on a case-by-case basis, typically limited to situations outlined in Section 3.1.

5. Refund Process

5.1 How to Request a Refund

1. Contact us via WhatsApp or email with the subject "Refund Request"
2. Include your order/transaction ID, payment date, and reason for the refund
3. Provide any supporting documentation if applicable

5.2 Review Timeline

• We will acknowledge your request within 2 business days
• Our team will review your case within 7 business days
• You will receive a decision and explanation via email

5.3 Refund Processing

• Approved refunds will be processed within 7-10 business days
• Refunds will be credited to the original payment method
• Bank processing times may add 3-7 additional days
• Payment gateway fees (if any) may be deducted from the refund amount

6. Revisions vs. Refunds

Before requesting a refund, please note:

• Our packages include revisions — if you're unhappy with something, let us know
• Minor adjustments (colors, text, images) can usually be accommodated
• We genuinely want you to be happy with your website
• Open communication often resolves issues without needing a refund

7. Partial Refunds

In some cases, we may offer partial refunds based on:

• The amount of work already completed
• Resources and time invested
• Third-party costs incurred (domain, hosting setup)
• Mutual agreement between parties

Partial refund amounts will be communicated clearly before processing.

8. Hosting & Renewal Refunds

• Included Hosting Period: Not separately refundable as part of the package
• Renewal Payments: Hosting renewals are non-refundable once the renewal period begins
• Annual Plans: No prorated refunds for unused months on annual plans

9. Force Majeure

Refunds may be granted if services cannot be delivered due to circumstances beyond our control, including but not limited to:

• Natural disasters
• Government actions or restrictions
• Critical infrastructure failures
• Pandemic-related disruptions

We will make reasonable efforts to fulfill our obligations despite such circumstances.

10. Disputes

If you're not satisfied with our refund decision:

1. Escalate to our senior team by emailing support@thesitesnap.com
2. We will review your case again within 7 business days
3. If unresolved, you may seek resolution through consumer forums or courts in Pune, Maharashtra

We are committed to fair resolution and comply with the Consumer Protection Act, 2019.

11. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or card provider. Chargebacks can be time-consuming for both parties and may result in:

• Suspension of your website/services
• Additional fees that may be passed on
• Delayed resolution compared to direct communication

We respond to all legitimate concerns — please give us the opportunity to help.

12. Contact for Refund Requests

13. Policy Updates

We may update this policy from time to time. Changes will be posted on this page with an updated date. Significant changes will be communicated via email. The policy in effect at the time of your purchase applies to that transaction.