Refund and Cancellation Policy
Effective 2 October 2026. Last updated 2 October 2026.
This policy explains when I refund fees and how either of us may cancel a website project. It forms part of my Terms of Service. I provide a service, not physical goods, so there is nothing to return.
At a glance
- Free draft
- No payment, so nothing to refund.
- Within 3 days of deposit
- Full deposit refund, no questions asked, even if I have started building.
- After 3 days, or once you approve the finished site
- Deposit not refundable.
- After launch
- No refund, except under the Lighthouse promise. Free maintenance for one year.
- If I cancel
- Refund of fees for work not delivered.
- Refund timing
- Within 10 business days, to the original payment method.
This summary is for convenience. The full policy below governs.
- Free draftI build it first. You pay nothing.No cost
- You say yesYou sign and pay 50% ($98.50). Full refund within 3 days, no questions asked.Refundable
- I finish itI build the full site in a private preview and make your changes.Deposit kept
- BalanceYou pay the other 50% ($98.50). The site, domain and logins become yours.Not refundable
- LaunchYour site goes live on your own domain. I maintain it free for one year.Maintained free
1. Scope
1.1 This policy applies to website design and development projects provided by Lee Han Shuen, an independent web designer trading as Made By Salmon. Capitalised terms have the meanings given in the Terms of Service. If a signed Agreement sets out different refund terms, the Agreement prevails.
2. Before any payment
2.1 Free Drafts are provided at no cost. You may decline a Draft at any time without any charge or obligation.
3. Deposit
3.1 You pay a deposit of 50% of the total fee when you sign the Agreement.
3.2 If you cancel within 3 days of paying the deposit, I refund the deposit in full, even if I have already started building the full site. You do not need to give a reason. This right ends if you approve the finished site within those 3 days. If you cancel this way, I keep the work done so far and nothing is handed over.
3.3 After those 3 days, or once you approve the finished site if that comes first, the deposit is non-refundable, as it covers work already performed and time reserved for your project.
4. Cancellation during the project
4.1 You may cancel at any time before Launch by written notice. The deposit is retained, and I do not launch or hand over the Deliverables unless you pay for the work completed up to the date of cancellation, as set out in the Agreement.
5. After Launch
5.1 Fees for Deliverables that have been completed and launched are non-refundable, except under my Lighthouse promise: if the website in the Deliverables scores below 90 in any Lighthouse category at Launch and I cannot fix it within 14 days, I refund all fees in full, as set out in clauses 13.2 to 13.4 of the Terms of Service.
5.2 For one year after Launch, I provide free maintenance as described in the Terms of Service, including correcting any defect in the Deliverables caused by my work. This is your remedy for defects; it does not cover new pages, new features or changes made by others.
6. Cancellation by me
6.1 If I cancel a project for any reason other than your breach of the Terms of Service or non-payment, I refund all fees you have paid for work I have not delivered.
7. How to cancel or request a refund
7.1 Email simon@madebysalmon.com from the address associated with your project, stating your business name and the reason for cancellation. I confirm receipt within one business day.
8. How refunds are paid
8.1 I pay approved refunds within 10 business days of approval, to the original payment method and in the original currency. Bank or card processing times are outside my control, and I do not refund third-party transaction or currency conversion fees.
9. Billing disputes
9.1 If you believe a charge is incorrect, please contact me before raising a dispute with your bank or card issuer. I will review the matter promptly and in good faith, and correct any error.
10. Contact
10.1 simon@madebysalmon.com. See also my Terms of Service and Privacy Notice.