Refund & Returns
Policy

This Refund and Returns Policy governs all requests for refunds, cancellations, and adjustments related to purchases of services and digital products from StarlitePhi, a sole proprietorship based in Gainesville, Florida. This Policy is incorporated into and must be read in conjunction with StarlitePhi’s Terms of Service, which govern all client engagements.

By engaging StarlitePhi’s services or purchasing digital products, you agree to the terms of this Policy.

The following terms apply to all fixed-scope engagements including website design, development, deployment, digital marketing setup, SEO implementation, and video editing.

Project payments follow the payment schedule in your signed Project Agreement or Statement of Work. The Signing Payment (or payment in full, for projects under $1,500) is required before work begins. The Signing Payment is:

• Non-refundable once work has commenced
• Applied toward the Project Total as defined in the signed Project Agreement or Statement of Work

For projects of $3,000 or more, a separate Discovery Fee (discovery hours multiplied by StarlitePhi’s hourly rate) is charged before the proposal is written. The Discovery Fee is non-refundable, and if the Client signs the Project Agreement it is credited in full against the Project Total.

If a Client cancels a project, the following applies:

• Before Kickoff (when StarlitePhi has received the signed Project Agreement and the Signing Payment, or payment in full), the only amount owed is the Discovery Fee, if one was charged, and no kill fee applies
• After Kickoff, the Discovery Fee and the Signing Payment (or payment in full) are non-refundable in all cases
• After Kickoff, the Client is responsible for payment of all work completed through the date of cancellation, calculated at StarlitePhi’s standard hourly rate, with all payments already made (including any Discovery Fee credit) counting toward that amount
• If the value of work completed exceeds the payments made, the Client will be invoiced for the difference, due within 14 calendar days
• After Kickoff, a kill fee of 25% of the remaining project balance also applies (the Project Total minus the greater of the payments made and the value of work completed to date), and the total owed will never exceed the Project Total

Final deliverables — including website credentials, source files, and transfer of ownership — will not be released until the remaining project balance is paid in full. No refund will be issued after the Client has accepted final delivery of the project.

If a Client believes a deliverable does not conform to the approved scope of work:

• The Client must submit a written dispute within 5 business days of receiving the deliverable
• StarlitePhi will review the dispute and, where warranted, perform revisions within the original scope at no additional charge
• Disputes related to subjective preference or changes in scope after approval are not eligible for refund

Revision requests that fall outside the original approved scope will be quoted and billed separately.

All retainer fees paid are non-refundable. Because retainer agreements reserve dedicated time and capacity on a monthly basis, fees are earned upon the start of each billing cycle regardless of whether the Client fully utilizes the included hours or services.

Either party may cancel a retainer agreement by providing written notice as follows:

• A minimum of 30 days’ written notice is required prior to the next billing cycle
• Cancellation requests received fewer than 30 days before the next billing date will result in one additional billing cycle being charged
• Retainer fees already paid at the time of cancellation will not be refunded

Upon cancellation, StarlitePhi will deliver all completed work and provide reasonable transition assistance within 14 calendar days of the cancellation effective date. Transition assistance does not extend beyond that 14-day window.

Unused retainer hours or services do not roll over to subsequent months and are not eligible for refund or credit.

All sales of digital products are final. Due to the nature of digital delivery — where the product is immediately accessible upon purchase and cannot be “returned” — StarlitePhi does not issue refunds on digital product purchases.

A refund or replacement may be issued at StarlitePhi’s sole discretion if:

• The product is materially defective and does not function as described
• The product was materially misrepresented in its listing or description

To request a remedy, contact admin@starlitephi.com within 7 calendar days of purchase with a written description of the issue and supporting documentation. StarlitePhi will respond within 5 business days.

StarlitePhi reserves the right to terminate any engagement immediately and without refund if the Client:

• Violates any provision of the Terms of Service or applicable Project Agreement
• Engages in abusive, threatening, or harassing conduct toward StarlitePhi personnel
• Requests services that are illegal, unethical, or contrary to StarlitePhi’s mission and values

In the event of StarlitePhi-initiated termination for cause, no refund of Signing Payments, Discovery Fees, retainer fees, or other payments will be issued.

StarlitePhi is not responsible for refunding costs associated with third-party services or tools, including but not limited to:

• Web hosting and domain registrations
• WordPress themes, plugins, or premium licenses
• Meta advertising spend (paid directly by the Client to Meta)
• Email marketing platforms, CRM tools, or payment processor fees

These costs are governed by each third party’s own terms and refund policies.

All refund and dispute requests must be submitted in writing. Verbal requests will not be accepted or processed.

If a refund is approved, it will be processed using the original payment method on file:

• Bank transfer (ACH): 3–5 business days
• Check: up to 14 business days
• Other methods: as specified in the Project Agreement

StarlitePhi does not issue cash refunds.

If a Client disputes a refund decision, the matter will be handled in accordance with Section 14 of StarlitePhi’s Terms of Service, which requires good-faith negotiation as a first step, followed by binding arbitration in Alachua County, Florida, under the rules of the American Arbitration Association if negotiation fails.

This Policy is governed by the laws of the State of Florida and applicable federal law, without regard to conflict of law principles. It is subject to and consistent with StarlitePhi’s Terms of Service in all respects.

StarlitePhi reserves the right to update this Policy at any time. Changes take effect upon posting to starlitephi.com with an updated effective date. For active retainer clients, StarlitePhi will provide 30 days’ written notice of any material changes.

StarlitePhi
Gainesville, Florida, USA
Email: admin@starlitephi.com
Phone: (352) 389-1580
Website: starlitephi.com