Refund Policy

This Refund Policy explains how refunds work for the Vanilla Pixl website-as-a-service (WaaS) model.

Vanilla Pixl provides an ongoing digital service rather than simply selling a one-off website. Depending on the client's package or agreement, the service may include website design and development, hosting, maintenance, updates, security, analytics, SEO, AEO, AI services, consultancy and other agreed digital services.

Payments therefore relate to different elements of the service, including initial project setup and build work and ongoing monthly service payments.

This Refund Policy should be read alongside the Vanilla Pixl Terms & Conditions, the client's proposal or service agreement and any applicable order or subscription terms.

Nothing in this policy removes or limits any statutory rights that cannot legally be excluded or restricted.

The initial payment covers project setup, planning, design, development, configuration and build work required to create and launch the client's digital presence.

Once project work has commenced, the initial payment becomes non-refundable, subject to the client's applicable legal rights.

Project work may include:

• Discovery and planning
• Design and visual development
• Website structure and information architecture
• Website development
• Content implementation
• Responsive design
• Technical configuration
• Domain and hosting configuration
• Integrations
• Analytics setup
• SEO/AEO setup
• Testing
• Launch preparation
• Other agreed project work

If the client cancels before project work has commenced, Vanilla Pixl may refund the initial payment in accordance with the applicable agreement, less any reasonable costs already incurred where permitted.

Monthly payments cover the ongoing digital service for the period to which they relate.

Depending on the client's package, monthly service may include:

• Website hosting
• Website maintenance
• Website updates
• Security and technical maintenance
• Website monitoring
• Analytics and reporting
• SEO
• AEO
• AI services or automation
• Digital consultancy
• Growth support
• Other agreed recurring services

Monthly payments are generally non-refundable once the relevant service period has commenced, as the service and associated resources have been allocated for that period.

Future recurring services can be cancelled in accordance with the client's agreement.

Where the agreement includes a minimum contractual term, including a 12-month minimum term, the client remains responsible for the applicable contractual commitment unless the agreement or applicable law provides otherwise.

After any minimum term has ended, the service may continue on a rolling monthly basis subject to the applicable notice period.

Cancellation affects future services and does not automatically create an entitlement to refund payments relating to services already provided.

Payments for work already completed or services already delivered are not automatically refundable.

This includes, where applicable:

• Website design work
• Development work
• Content implementation
• Technical configuration
• Website hosting already provided
• Maintenance already performed
• SEO/AEO work already undertaken
• Analytics or reporting already provided
• Consultancy
• AI configuration or automation work
• Other agreed digital services

Cancellation of an ongoing service affects future services but does not automatically create a refund for work completed or services delivered up to the cancellation date.

Where a client has paid for work in advance, any refund consideration will take account of the work already completed, services already delivered and any costs already incurred.

A domain name is separate from the Vanilla Pixl website hosting and ongoing digital service.

Where a domain is registered for the client, the domain remains the client's domain, subject to the applicable domain registrar's terms and payment of any relevant registration or renewal fees.

Vanilla Pixl does not claim ownership of a client's domain ownership rights merely because Vanilla Pixl registered, configured or manages it on the client's behalf.

Domain registration and renewal fees may be charged separately or included within an agreed service.

Once a domain registration or renewal has been purchased from a third-party registrar, the associated cost may be non-refundable.

Where a client ends their Vanilla Pixl service, the client may retain or transfer their domain subject to the registrar's procedures and any applicable outstanding payments.

Vanilla Pixl will not intentionally prevent a client from exercising legitimate ownership or control of a domain that belongs to them.

Website hosting is provided as part of the ongoing Vanilla Pixl service unless the client's agreement states otherwise.

Hosting fees relate to the provision and management of the hosting environment and associated infrastructure.

Hosting payments are generally non-refundable for periods that have already commenced.

When the Vanilla Pixl service ends, website hosting provided by Vanilla Pixl will normally cease at the end of the applicable service period or termination date.

Continued hosting after termination is not included unless separately agreed.

The client's ongoing access to the website and associated services is dependent on the applicable service agreement.

The Vanilla Pixl WaaS model provides the client with access to a professionally designed and managed digital presence as an ongoing service.

The precise ownership, licensing and transfer arrangements for website code, design assets, content, intellectual property, third-party software and other digital assets are governed by the client's applicable Terms & Conditions and service agreement.

Ending the monthly service does not automatically mean that continued hosting, maintenance, updates, support, analytics or other Vanilla Pixl services will continue without charge.

Where website transfer or migration is requested, the provisions below apply.

When the Vanilla Pixl service ends, continued Vanilla Pixl hosting and ongoing management cease unless otherwise agreed.

Clients may request the transfer or migration of their website to another hosting provider or platform, subject to the technical capabilities of the website, platform and relevant third-party services.

A separate migration or transfer service fee may apply.

Migration may involve:

• Website files
• Website databases
• Content
• Media assets
• Domain configuration
• DNS configuration
• Hosting configuration
• Third-party integrations
• Analytics configuration
• Other transferable digital assets

The ability to transfer particular elements may depend on third-party platforms, software licences, hosting infrastructure, proprietary systems or technical limitations.

Third-party licences, subscriptions, plugins, APIs, AI services and other externally provided services may need to be replaced or independently licensed by the client after migration.

Migration is not automatically included within the monthly service unless expressly stated in the client's agreement.

Vanilla Pixl will provide reasonable cooperation with an agreed migration where technically feasible and where any applicable migration fees have been paid.

Some costs associated with a Vanilla Pixl service may be paid to third-party providers.

Examples of third-party costs include:

• Domain registration and renewal
• Premium plugins
• Software licences
• Hosting infrastructure
• Advertising spend
• AI platforms
• APIs
• Stock imagery or media
• Email services
• External integrations
• Other third-party digital services

These costs may be non-refundable once incurred, as they may already have been paid or committed to providers outside Vanilla Pixl.

Vanilla Pixl cannot guarantee that a third-party provider will issue a refund.

Where a third-party provider refunds an amount to Vanilla Pixl, Vanilla Pixl may pass that refund to the client where appropriate, subject to any applicable fees or costs.

A refund will not normally be available where project delivery or service provision has been affected by the client's failure to provide information, content, approvals, access, credentials or other materials reasonably required to provide the service.

This includes significant delays in:

• Providing website content
• Providing images or brand assets
• Providing access credentials
• Approving designs
• Providing feedback
• Completing required forms
• Responding to reasonable requests
• Providing access to third-party platforms

Vanilla Pixl may pause project work or service delivery where information, access, approval or payment required from the client has not been provided.

A change of mind after project work has commenced does not automatically create an entitlement to a refund.

The client should review the proposal, package, pricing, service agreement and applicable terms before approving a project or subscribing to an ongoing service.

Where cancellation is permitted under the applicable agreement, cancellation will normally affect future services rather than retrospectively cancelling work already performed.

Any applicable minimum term, notice period or outstanding contractual commitment remains subject to the client's agreement and applicable law.

If a client believes that Vanilla Pixl has not delivered a service substantially in accordance with the agreed scope, the client should contact Vanilla Pixl promptly and explain the issue.

Vanilla Pixl will review the matter and, where appropriate, seek to resolve the issue.

Depending on the circumstances, an appropriate remedy may include:

• Correcting an issue
• Re-performing affected work
• Providing additional support
• Providing a service credit
• Extending a service period
• Providing a partial refund
• Providing a full refund where appropriate

Where an issue can reasonably be corrected, Vanilla Pixl will normally have the opportunity to remedy the issue before a refund is considered.

Refund requests should be submitted in writing and should include:

• Client name
• Business name, where applicable
• Relevant service or project
• Payment date
• Amount paid
• Reason for requesting the refund

Vanilla Pixl will review the request against the applicable agreement, the work completed, services delivered, third-party costs incurred and applicable law.

Where a refund is approved, it will normally be returned using the original payment method where reasonably possible.

If a client makes a duplicate payment or is incorrectly charged by Vanilla Pixl, the payment will be reviewed.

Where an error is confirmed, the duplicated or incorrectly charged amount will normally be refunded.

Clients are encouraged to contact Vanilla Pixl before initiating a payment dispute or chargeback where there is a genuine concern about a payment or service.

Vanilla Pixl reserves the right to provide relevant contractual, payment and service-delivery information to the relevant payment provider where a chargeback is initiated.

Nothing in this section prevents a client from exercising any lawful rights available to them.

Nothing in this policy removes, excludes or limits any statutory rights you may have under applicable consumer law or other applicable legislation.

Where applicable law provides a right to cancellation, refund, repair, replacement, price reduction or another remedy, those rights continue to apply.

If you believe a refund is due in circumstances not specifically covered by this policy, please contact Vanilla Pixl and we will review the circumstances fairly.

If you have any questions about this Refund Policy or wish to request a refund, contact Vanilla Pixl at hello@vanillapixl.com.