Our refund rule
All payments are non-refundable unless a refund is approved for a valid reason. When you place an order, our team reserves time for your project and begins planning right away, so deposits, project payments and monthly plan payments are final once made.
We do take genuine problems seriously. If you believe you have a valid reason for a refund, you can request one as described below, and we review every request in good faith.
What may qualify
Refunds are considered, in full or in part, when the problem is on our side. For example:
- You were charged twice, or charged an amount that does not match your order.
- We cannot deliver the service you ordered and have not started the work.
- We fail to deliver what your order describes and do not correct it after you tell us in writing.
- A Fast Lane Website misses the on-time launch promise in our guarantee for a reason on our side, which refunds 10 percent of the website build price.
Where part of the work has been completed, any approved refund covers only the part that was not delivered.
What does not qualify
- Changing your mind after work has started.
- Delays caused by content, approvals, logins or answers we were waiting on.
- Results that depend on search engines, AI tools or other companies, such as a specific ranking, traffic level or sales figure.
- Work that was completed and delivered as ordered.
- Third-party costs paid on your behalf, such as domains, apps, plugins, themes or licenses.
- Monthly plan payments for a month that has already started.
Monthly plans
Hosting and care plans and SEO plans can be cancelled at any time and stop renewing at the end of the current billing month. Months already paid are not refunded, and partial months are not prorated.
How to request a refund
Send your request through our contact page with your order number and the reason for the request, and include anything that supports it. We review it and reply in writing with our decision. If a refund is approved, it goes back to the original payment method through Square, and your bank may take several business days to show it.
Before opening a card dispute
Please contact us first. Most problems are solved faster by talking with us than through a card dispute, and a dispute pauses work on your project while it is reviewed.