Last Updated: June 17, 2025
1. INTRODUCTION
This Refund Policy outlines the terms and conditions for refunds of services provided by Regal Arrow LLC ("Company," "we," "us," or "our"). We are committed to customer satisfaction while recognizing the custom nature of our web design and digital marketing services.
By purchasing our services, you agree to this Refund Policy. Please read it carefully before making any purchase.
2. GENERAL REFUND GUIDELINES
2.1 Nature of Our Services
Our services are customized and involve significant time, resources, and expertise. Due to the bespoke nature of our work, refunds are handled on a case-by-case basis according to the guidelines below.
2.2 Refund Eligibility Period
Refund requests must be submitted within 30 days of the initial payment or the relevant milestone payment, unless otherwise specified in your service agreement.
3. SERVICE-SPECIFIC REFUND TERMS
3.1 Web Design Services
Project Stages and Refund Eligibility:
a) Pre-Project Phase (Before Work Begins)
• 100% Refund: If no work has commenced and you cancel within 48 hours of payment
• 90% Refund: If you cancel within 7 days of payment but before project kickoff
• Processing Fee: 10% or $100 (whichever is less) may be retained for administrative costs
b) Discovery & Planning Phase (0-25% Complete)
• 75% Refund: If cancelled during initial consultations and planning
• Non-Refundable: Discovery documents, research, and strategy work already delivered
c) Design Phase (26-50% Complete)
• 50% Refund: If cancelled after initial concepts are presented
• 25% Refund: If cancelled after revisions have begun
• Non-Refundable: All design work, mockups, and concepts already created
d) Development Phase (51-75% Complete)
• 25% Refund: If cancelled during initial development
• No Refund: Once development exceeds 50% completion
e) Launch Phase (76-100% Complete)
• No Refund: Once the website is deployed to staging or production
3.2 Digital Marketing Services
Monthly Retainer Services:
• Current Month: Prorated refund for unused days if cancelled before the 15th
• Future Months: 100% refund for pre-paid future months
• Setup Fees: Non-refundable after initial campaign setup
Campaign-Based Services:
• Pre-Campaign: 90% refund if cancelled before campaign launch
• Active Campaign: Prorated refund based on campaign duration and spend
• Completed Campaign: No refund for completed marketing campaigns
Content Creation:
• Before Creation: 100% refund if cancelled before work begins
• During Creation: 50% refund if cancelled during content development
• After Delivery: No refund once content is delivered
4. NON-REFUNDABLE ITEMS
The following are explicitly non-refundable:
• Third-party costs (domain names, hosting, software licenses, stock photos, fonts)
• Rush delivery fees
• Consultation fees after the consultation has occurred
• Any work that has been completed and delivered
• Services explicitly marked as "non-refundable" in the service agreement
5. REFUND REQUEST PROCESS
5.1 How to Request a Refund
1. Submit Request: Email us@regalarrow.com with subject line "Refund Request - [Your Project Name]"
2. Include Information:
• Order/Invoice number
• Date of purchase
• Reason for refund request
• Any supporting documentation
3. Review Period: We will review your request within 5 business days
4. Decision: You will receive our decision via email
5.2 Required Documentation
• Original invoice or receipt
• Signed service agreement
• Project correspondence demonstrating issues
6. REFUND PROCESSING
6.1 Approval Timeline
Once approved, refunds will be processed within:
• Credit Card/PayPal: 5-10 business days
• Bank Transfer: 10-15 business days
• Check: 15-20 business days
6.2 Refund Method
Refunds will be issued through the original payment method unless otherwise agreed upon.
6.3 Partial Refunds
Partial refunds may be issued based on:
• Percentage of work completed
• Deliverables already provided
• Time and resources invested
7. SPECIAL CIRCUMSTANCES
7.1 Quality Concerns
If you're unsatisfied with quality:
1. You must first allow us to address concerns through revisions (as per service agreement)
2. Refunds for quality issues require documented communication of specific concerns
3. We reserve the right to attempt remediation before processing refunds
7.2 Timeline Delays
• Our Delay: If we fail to meet agreed deadlines without valid reason, partial refunds may apply
• Your Delay: Delays caused by late feedback or materials from you do not qualify for refunds
7.3 Scope Changes
• Work outside the original scope is non-refundable once approved and commenced
• Refunds don't apply to additional services added after project initiation
8. SATISFACTION GUARANTEE
We offer a limited satisfaction guarantee:
• First-Time Clients: 14-day satisfaction period for initial project milestone
• Requirements: Must provide specific, actionable feedback
• Limitations: Applies only to our work, not third-party elements or your preferences changes
9. DISPUTE RESOLUTION
If you disagree with our refund decision:
1. Internal Review: Request a review by senior management
2. Mediation: Both parties agree to attempt good-faith mediation
3. Arbitration: As per our Terms of Service arbitration clause
10. CHARGEBACKS
• We encourage you to contact us before initiating a chargeback
• Chargebacks may result in:
• Suspension of all services
• Collection proceedings for completed work
• Reporting to credit agencies
11. FORCE MAJEURE
No refunds will be provided for delays or cancellations due to:
• Natural disasters
• Government actions
• Internet outages beyond our control
• Other events beyond reasonable control
12. POLICY MODIFICATIONS
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services constitutes acceptance of any modifications.
13. CONTACT INFORMATION
For refund requests or questions about this policy:
Regal Arrow LLC
131 Continental Drive, Suite 305
Newark, Delaware 19713
Email: us@regalarrow.com
Phone: +1 (650) 285-8952
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
14. ACKNOWLEDGMENT
By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.