1. Free preview
The pre-purchase preview is free. Submitting a preview request does not enroll you in a subscription and does not authorize a charge.
2. One-time service fee
The one-time website-generation, planning, or add-on fee is eligible for:
- a full refund before production work starts;
- a full refund if Vitrine Works misses the product’s published delivery deadline for a reason within our control; or
- a full or partial refund where the delivered service materially fails to match the published package and we cannot correct it within a reasonable period.
The published delivery period begins only after payment and complete intake. It is paused by missing content or access, delayed customer feedback, newly requested scope, a third-party outage outside our control, or an event that could not reasonably be prevented. We will document any pause and the revised delivery date.
3. When the service fee is not normally refundable
Except where applicable law requires otherwise, the service fee is not normally refundable when:
- the launch-ready site was delivered within the stated scope and timeline;
- the request is based only on a change of mind after production began;
- the customer did not provide required content, access, authorization, or feedback;
- the requested change is outside the purchased page or feature limits; or
- a supplied asset, instruction, or third-party account caused the issue.
We will still correct reproducible defects in the delivered scope and review any request fairly against the product page, order record, intake, preview, and delivery correspondence.
4. Add-ons and recurring charges
Add-ons shown in the current storefront are one-time purchases and follow the same refund rules as the other one-time services. An add-on that depends on an existing site or third-party account cannot begin until compatibility and access are confirmed.
The current website products do not authorize recurring charges. If a separate recurring product is offered later, its checkout will state the renewal and cancellation terms. We refund duplicate or incorrect charges and any charge that applicable law requires us to return.
5. How to request a refund or cancellation
- Email hello@vitrineworks.com from the purchase email.
- Include the order ID, product name, request type, and a short explanation.
- Include a screenshot or link when the request concerns a delivery or functional issue.
We acknowledge requests within five business days. If approved, a refund is sent to the original payment method. Banks and payment providers commonly need an additional five to ten business days to post it. Vitrine Works does not request passwords or complete payment-card numbers to process a refund.
6. Evidence and payment-provider requests
To review a refund or dispute, we may use the checkout record, intake email, project timeline, private preview, delivery email, and access handoff. Personal data is minimized and handled under our Privacy Policy. Contacting us first often resolves a problem faster, but this policy does not restrict a right you have through your payment provider or applicable law.