Refunds

What you get back

What counts as your first full draft

Everything on this page turns on that one moment, so here is exactly what counts.

I send you one email. The subject line is First full draft, those three words, every time. It goes to the email address on your quote, and its first line says in plain words that your refund window closes with it, so it is never a surprise. Inside is a private link to your site.

For that link to count, three things have to be true.

• Every page listed in the quote you accepted is there. Nothing missing.
• Your own words are on it, not filler text. Real photos too, unless we agreed to use stand in photos while yours are being taken, in which case the draft still counts and the stand ins get swapped in a round of changes.
• It loads and works on a current phone and a current computer. Rough edges, the wrong shade of blue, a heading you want reworded, none of that stops it counting. Making it right is what your two rounds of changes are for.

How you check it for yourself

The private link stays live for at least thirty days, so you can go back and see what I sent and when. That email lands in your inbox too, so you can always check the date yourself. Neither of us has to go from memory.

If the link is missing pages from your quote, or still has filler text on it, it is not a first full draft and your refund window is still open.

If you think it does not meet the three things above, reply to that email within seven days and tell me what is missing. Until we have settled it, your refund window stays open.

There is an outer limit, so this does not hang open forever. If I am waiting on you for your words, your photos, or a login I need, the refund window closes sixty days after your deposit clears, draft or no draft. I email you at day forty five to say the clock is running. If at that point you would rather cancel than send me the material, say so and you get every dollar back. Nothing is taken from you quietly.

The $100 reservation deposit

If we spoke on the phone, you may have paid a $100 reservation deposit to hold your place in my schedule. It is optional and it comes off your deposit invoice as a $100 credit.

It follows the same rule as everything else. Refundable in full, any time before I send your first full draft. Ask and it comes back.

How to ask for a refund

Email [email protected] and say you want to cancel. You do not need a reason and you will not get a sales pitch back.

You can also call (757) 739-0945. A call is a fine way to talk it through and I would rather hear it from you. But the clock starts from your email, so send one either way, even if it just says cancel, as agreed on the phone.

If I have not sent your first full draft yet, I put the refund through in Stripe within five business days of the day your email arrives, and I email you to confirm I have. If something is going to make that take longer, I tell you why before day five rather than leaving you wondering.

Nothing on this page takes away your right to dispute a charge with your bank or card company. If you ever feel you need to do that, I would rather you emailed me first so I can simply refund you, but the right is yours and I am not asking you to sign it away.

How the money comes back

Your money goes back the way it came in, through Stripe, to the same card you paid with. If you paid another way it comes back that way instead, and I will ask you for whatever details I need. I never see or store your full card number.

After I put it through, Stripe says it usually takes five to ten business days to land on your statement. How fast that part goes is up to your bank.

If you see a charge you do not recognize, email me and I will confirm what it is the same day.

One exception on the way out. If you asked me to buy something for you and I have already paid for it, that cost stays spent and is not part of the refund, because the money has already left. That is only ever something you approved in writing first, like a domain registration, a photographer's booking fee, or a paid font. Everything else comes back, and nothing gets bought on your behalf unless you said yes to it in writing, so this can never be a surprise.

Money you paid another company directly is theirs to refund, not mine. Your domain registrar, Shopify, a photographer you hired yourself, paid fonts or stock photos. Those companies bill you straight, so a refund on any of that has to come from them.

After your first full draft

Your deposit pays for the design and build work that produced the draft. By the time the draft is in your hands that work has been done, so the deposit is earned and it is not refundable, even if you decide not to go ahead.

The work is not over at that point. Your two rounds of changes and getting the site live are still mine to deliver.

Your site becomes yours when the build fee is paid in full. If you stop after the draft and never pay the balance, the draft stays with me and does not go live, and you owe nothing further. If you would rather settle up and take what has been built, ask me and I will quote you a fair number for it rather than leave you with nothing.

If something has gone wrong, tell me before you walk. Two rounds of changes are included and I would much rather fix it than keep your money and lose you.

Care and Care+ cancellations

Care and Care+ are optional and start after your site goes live. They are a separate charge from the build.

This one bills automatically. Stripe keeps your card on file and charges it until you cancel. The build fee is not like that. That is two invoices you pay one at a time, a quarter to start and the rest when your site goes live, and nothing about the build fee is stored or charged automatically.

To cancel, email [email protected] and say cancel. That is the whole process. Your cancellation counts from the day your email lands, not the day I read it, so if a charge slips through after you sent it, I refund that charge. If you would rather do it yourself, ask me for your billing link and cancel it there.

• Monthly Care: cancelling stops the next charge and your plan runs to the end of the month you have already paid for. There is no partial month refund and nothing further to pay.
• Yearly Care: cancelling stops the renewal and I refund every full month you have not used. I take what you paid, divide it by twelve, and send back one month for every full month left. Yearly Care is invoice only right now, so ask me for it rather than looking for a button.
• No cancellation fee, ever. No minimum term.

The founding ten discount

The first ten clients get 15% off any one time build package. What I ask in return is permission to show your business and your site in my portfolio, and I will separately ask you for an honest review once the site is live. The discount comes off the deposit invoice.

If you take a refund before your first full draft, you get back exactly what you paid, which is the amount after the $500 came off. You do not owe me a review, and I will not use a photo of your business anywhere.

Your founding spot opens back up for someone else, no hard feelings.

Your quote is your price

Every project is quoted on its own. The written quote you accept is the price for your project, and the current ranges are on the pricing page.

If I change published prices later, that never touches a quote you have already accepted.

If you want extra pages, or more rounds of changes than the two included, I price it and you say yes before I start. Nothing lands on your bill without a quote first.

Who you are dealing with

Craft & Site is a trading name of Deliberate Services LLC, a Virginia limited liability company. I am Carson Holder and I do the work. Deliberate Services LLC is the party to your agreement and the party that issues any refund.

Email [email protected] or call (757) 739-0945. 1564 Laskin Road, Virginia Beach, VA 23451.

This policy and any project it covers are governed by the laws of the Commonwealth of Virginia. The full terms, including how disputes work, are at craftandsite.com/terms.

This policy took effect August 23, 2026. If I ever change it, the version in force when you accepted your quote is the one that counts for your project, and I attach a copy of it to your quote email so you always have your own.