REFUND & CANCELLATION POLICY

Effective Date: 05/08/2026

Last Updated: 05/08/2026

1. Overview

This policy summarizes how NorthStar handles refunds, cancellations, monthly plans, project pauses, and payment-related issues across one-time services and recurring service agreements.

2. Services Covered

This policy applies to website packages, UI/UX design, SEO plans, cloud solutions, maintenance plans, monthly service arrangements, 6-month contracts, support work, and related digital services unless a signed agreement or statement of work says otherwise.

3. General Refund Principle

NorthStar provides custom digital services. Once work starts, fees cover reserved capacity, planning, research, setup, design, development, communication, and operational work. Because of that, refunds are limited and depend on the stage of the engagement.

4. Website Packages and One-Time Projects

• Before onboarding review or work begins, a refund may be available minus processor fees or administrative costs.
• After onboarding, planning, discovery, or initial work begins, any refund is partial and handled at NorthStar's discretion.
• After design, development, implementation, or revision work begins, payments are generally non-refundable.
• After delivery, launch, approval, or public use, payments are non-refundable and any issues move under warranty, support, or the applicable SOW.

5. UI/UX Design Services

UI/UX design work becomes generally non-refundable once audits, reviews, design work, prototypes, or visual production begin. If the client cancels before work starts, NorthStar may issue a refund after deducting payment processor or administrative costs.

6. SEO, Cloud, and Maintenance Plans

• SEO plans are billed monthly unless otherwise stated and do not guarantee ranking outcomes.
• SEO cancellations apply to future billing only when written notice is received before the next billing date.
• Cloud services are non-refundable for paid billing periods, especially where planning, deployment, migration, monitoring, or vendor setup has already been performed.
• Third-party charges such as cloud, hosting, domains, software, or infrastructure fees are not refundable by NorthStar.
• Maintenance plans renew automatically until canceled and are not prorated for partial months.
• When maintenance ends, hosting, backups, updates, reporting, response commitments, and related support may end with the paid period or according to the SOW.

7. 6-Month Contracts and First-Month Payments

NorthStar may offer 6-month payment structures or first-month-plus-monthly arrangements. Once work, onboarding, access configuration, or the active service window begins, those payments are generally non-refundable.

Early cancellation does not automatically erase amounts already due for setup, onboarding, reserved capacity, minimum commitments, or work already performed.

First-month payments typically include planning, setup, onboarding, and reserved capacity, so they are generally non-refundable once those activities begin.

8. Client Delays, Pauses, and Failed Payments

• If the client delays approvals, access, materials, or feedback, NorthStar may pause the project.
• Payment obligations do not automatically pause unless NorthStar agrees to that in writing.
• Projects inactive for more than 30 days due to client delay may require rescheduling, a restart fee, or updated pricing.
• Failed payments, chargebacks, disputes, or unpaid balances may lead to suspension of work, hosting, maintenance, support, launches, access, or deliverables until resolved.

9. No Guaranteed Business Outcomes

Refunds are not issued solely because a website, SEO plan, design, cloud setup, or digital service did not generate a certain number of leads, rankings, sales, conversions, revenue, or business results, unless NorthStar made a specific written guarantee in the applicable agreement.

10. How to Request a Refund or Cancellation

Requests must be sent in writing to info@northstaragencyusa.com. The request should include the client name, business name, service or product involved, payment date, reason for the request, and any relevant project reference.

NorthStar reviews each request according to this policy, the applicable SOW, work completed, payment processor rules, and any legal requirements that apply.

11. Policy Updates

NorthStar may update this policy for future purchases. In most cases, the policy version active at the time of purchase, or the signed SOW governing the work, will control that transaction unless law requires otherwise.