Cancellation & Refund Policy

Our Cancellation and Refund Guidelines

At Solths, operated by SITEALERA, INC., we provide professional digital services in Development & IT, Logo Design, Video & Audio, Marketing, and Writing & Translation.

Our services may involve customized creative work, technical implementation, research, content production, consultation, and project-specific development. As a result, cancellation and refund eligibility may depend on the service purchased, the agreed project scope, the current project status, work already completed, and the circumstances of the request.

This policy explains how cancellation requests, service-related concerns, revisions, and refund requests are handled. It should be read together with the applicable service description, package details, and any project-specific agreement confirmed at the time of purchase.

1. Cancellation Before Work Begins

Customers may request cancellation by contacting our customer support team at [email protected].

If we receive a cancellation request before work on the purchased service has started, the order may be eligible for a full refund, subject to verification of the order and any applicable legal requirements.

Once work has started, the cancellation request will be reviewed based on the project status, work already performed, resources reasonably committed to the project, and the applicable service terms.

If only part of the service has been completed, any eligible refund may be adjusted to account for the portion of the work already performed and any other relevant circumstances, subject to applicable law.

If a project has been substantially completed or delivered, cancellation may not be available solely because the customer no longer wishes to proceed. This does not affect any refund or cancellation rights that cannot lawfully be excluded.

2. Service Issues After Delivery

If you believe that a delivered service materially differs from the applicable service description, agreed project scope, or requirements confirmed between you and Solths, please contact us within 7 days of delivery of the relevant service or project milestone.

Your request should explain the issue and, where reasonably possible, include supporting information such as screenshots, files, written requirements, or relevant project communications. This allows us to compare the delivered work with the requirements agreed upon before or during the project.

Depending on the nature of the issue, the available resolution may include:

  • Revisions within the original project scope and included revision allowance.

  • Correction of errors or deficiencies attributable to our work.

  • Additional technical assistance where appropriate and within the agreed scope.

  • A partial refund where justified by the circumstances.

  • A full refund where appropriate and permitted by applicable law.

Where an issue can reasonably be corrected within the original scope, we may first offer corrective work or an eligible revision.

The 7-day reporting period is intended to help us review service-related concerns promptly. It does not limit any mandatory consumer rights, statutory remedies, or other rights that apply under applicable law.

3. Refund Eligibility

A full or partial refund may be considered in circumstances including, but not limited to, the following:

  • The purchased service cannot be provided due to circumstances within our reasonable control.

  • The delivered work materially differs from the applicable service description or agreed project scope, and the issue cannot reasonably be corrected.

  • A significant issue attributable to our work remains unresolved after reasonable efforts to correct it.

  • A duplicate payment for the same order or service has been confirmed.

  • A technical, administrative, or operational error attributable to us prevents the purchased service from being properly completed or delivered.

  • Both parties agree to cancel a project before it has been substantially completed.

  • A refund or other remedy is required under applicable law.

Refund eligibility and the amount of any approved refund will be assessed on a case-by-case basis, taking into account the service purchased, the agreed deliverables, the project status, work already completed, any reasonable opportunity to correct an issue, and the circumstances of the request.

Where a partial refund is appropriate, the amount may reflect the portion of the service that has been completed or delivered, together with other relevant factors and applicable legal requirements.

4. Circumstances Where a Refund May Not Be Available

Subject to applicable law and any mandatory consumer rights, a refund may not be available in circumstances including:

  • The service has been completed and delivered substantially in accordance with the agreed requirements and applicable service description.

  • The customer changes their mind after customized work has commenced, where no applicable legal or contractual right to a refund exists.

  • The customer requests a substantially different creative direction after work has been completed according to previously approved requirements.

  • The customer requests additional features, concepts, pages, functionality, content, research, or deliverables that fall outside the original service scope.

  • Required information, content, files, approvals, feedback, or access necessary to complete the project have not been provided by the customer.

  • Project delays result primarily from missing customer materials, access, feedback, instructions, or approvals.

  • The customer approves the final deliverables and subsequently requests changes outside the agreed scope.

  • The customer has used, published, implemented, distributed, or otherwise materially benefited from completed deliverables that conform to the agreed scope, where a refund is not otherwise required by law.

  • The issue arises solely from a third-party platform, hosting provider, plugin, API, advertising platform, software provider, or other external service outside our reasonable control, unless responsibility for that issue was expressly included in the agreed scope or applicable law requires otherwise.

  • The request relates solely to additional work that was not included in the purchased service and was not separately agreed upon.

We will consider the specific circumstances of each request rather than relying solely on the categories listed above.

Nothing in this policy excludes, restricts, or replaces any rights or remedies that cannot lawfully be excluded or restricted under applicable consumer protection or other applicable laws.

5. Revisions

Where revisions are included with a purchased service, customers may request revisions in accordance with the applicable service description, package details, or agreed project scope.

The applicable service page or project agreement should specify the number of included revision rounds, the work covered by each revision, and any applicable limitations.

Revisions are intended to correct or refine work within the originally agreed requirements. A revision request does not automatically include a new project direction, additional deliverables, or services that were not part of the original purchase.

Examples of requests that may be treated as additional work include:

  • New logo or design concepts beyond the purchased package.

  • Substantial redesigns after approval of the original direction.

  • Additional website pages or new website functionality.

  • Additional animations, video edits, or production work.

  • Additional audio production or materially different audio deliverables.

  • Additional written content, translations, or substantial rewrites beyond the agreed scope.

  • Expanded research or additional research topics.

  • New marketing requirements or campaign deliverables.

  • Additional formats, source files, versions, or deliverables not included in the purchased service.

If a request falls outside the included revision allowance or original project scope, we will explain the proposed additional work, any applicable charges, and any change to the expected completion timeframe before proceeding. Additional work will not be treated as approved solely because the customer submitted a request for it.

A revision limitation does not remove our responsibility to address a failure to provide the service in accordance with the agreed requirements or any remedy required by applicable law.

6. Customer-Caused Project Delays

Some digital services require information, files, content, approvals, website access, credentials, instructions, or feedback from the customer.

If required materials or responses are delayed, the estimated project completion date may need to be extended. We may contact the customer to identify outstanding requirements and explain what is needed before work can continue.

Customers are responsible for ensuring that submitted materials are accurate, that they have the necessary rights to use those materials, and that any required access or approvals are provided in a timely manner.

A delay caused primarily by missing customer information, access, feedback, or approvals does not automatically make an otherwise properly performed service eligible for a refund.

If a delay significantly affects the feasibility or delivery of the project, we will review the circumstances and communicate any reasonable next steps. Any cancellation or refund will remain subject to the agreed service terms and applicable law.

7. Refund Processing

If a refund is approved, we will generally initiate the refund within 3–5 business days following approval.

Approved refunds will normally be returned to the original payment method whenever reasonably possible. If the original payment method is no longer available or cannot accept the refund, we may contact the customer to determine an appropriate alternative, subject to payment processor requirements and applicable law.

After a refund has been initiated, the time required for funds to appear in the customer’s account depends on the payment processor, card issuer, bank, or financial institution. These processing times are outside our direct control.

Where a partial refund is approved, the amount may reflect the portion of the service already completed or delivered and other relevant circumstances of the project.

We will communicate the outcome of the refund request and, where approved, the amount and processing arrangements. The initiation timeframe stated above does not guarantee that the customer’s bank or payment provider will complete the transaction within the same period.

8. How to Request a Cancellation or Refund

To request a cancellation or refund, please contact our customer support team at [email protected] and provide the following information:

  • Full Name

  • Email Address

  • Order or Invoice Number

  • Purchased Service

  • Date of Purchase

  • Reason for the Cancellation or Refund Request

  • Relevant Supporting Information, such as files, screenshots, written requirements, or project communications, where applicable.

We may request additional information where reasonably necessary to verify the order, understand the issue, or evaluate the request.

Once sufficient information has been received, we will review the request against the applicable service description, agreed project scope, project status, work already completed, relevant communications, and circumstances of the request.

We may contact you if clarification or additional evidence is needed. We aim to handle requests fairly and communicate the outcome once the review is complete.

For service-related concerns, please describe the specific difference between the agreed requirements and the delivered work. Where an issue can reasonably be corrected, we may discuss an appropriate corrective action before determining whether a refund is warranted.

9. Payment Disputes

If you believe a payment was made in error, duplicated, unauthorized, or relates to a service issue, please contact us at [email protected] so that we can investigate the transaction and attempt to resolve the matter.

Where applicable, please include the order or invoice number, transaction date, payment amount, and a brief explanation of the concern. We may request additional information reasonably necessary to review the transaction.

We will review the available order and payment information and respond with the findings or the next steps where further investigation is necessary.

Nothing in this section prevents customers from contacting their payment provider, raising a dispute through the applicable payment channel, or exercising any rights available under applicable law.

Customer Service Information

Customer Support Email: [email protected]

Company Name: SITEALERA, INC.

Company Address: 131 Continental Dr, Suite 30S, City of Newark, County of New Castle, Delaware 19713, United States

Website: https://solths.com