We want you to know exactly where you stand before you pay. This policy is part of our Terms of Service.
1. Before you pay
- The confirmation video call is free and creates no obligation.
- You only pay after you have received and accepted our written offer.
- You can cancel an order at any time before paying, from your order page, at no cost.
2. After you pay, before work starts
If you change your mind after paying and before we have started working, contact us and we refund the amount you paid, less any transfer fees charged by the bank or transfer company.
3. After work has started
- Hours we have already worked are not refundable.
- Paid hours that have not been worked yet can be refunded on request, less transfer fees. Work completed up to that point is handed over to you.
4. If we cannot deliver
If we are unable to deliver the work described in the accepted offer, we refund the hours that were not delivered.
5. Rejected payment proofs
If we cannot verify a payment proof, the order stays unpaid and you can send a new proof. If money was sent but did not reach us, please follow up with your bank or transfer company — we will help with any details they need.
6. How to ask for a refund
Email support@9website.com or use the contact page with your order reference. We reply within 3 business days. Approved refunds are sent through the same method you paid with where possible, within 10 business days.