Satisfaction Guarantee & Refund Policy
We want every client to feel confident about the work they receive. Because our services are custom and project-based, our guarantee is built around clear cancellation timing, collaborative revisions, delivered work, and honest resolution when something goes wrong.
1. Our Guarantee
Black Sand Digital wants every client to be genuinely satisfied with the work we deliver. Custom digital work cannot be returned like a stocked product, so this guarantee is structured around deposits, revisions, and delivered work.
- Before work begins: You may receive a full refund of your project deposit if you cancel before substantive design or development work begins.
- During the project: We will work with you through the revision rounds included in your proposal, contract, or order. If a deliverable does not meet the agreed project brief, we will revise it during the active revision period.
- After approval or launch: Work that has been formally approved, delivered, or launched is considered final and is not eligible for a project refund. Functional defects remain subject to any warranty or correction terms in your agreement.
If the wrong deliverable was sent, a payment error occurred, or another good-faith issue falls outside these categories, contact us. We review those situations individually and work toward a fair resolution.
2. Eligibility Period
A pre-work cancellation refund remains available until Black Sand Digital begins substantive work, such as the first design draft, wireframe, copy draft, or development work.
The revision guarantee runs during the active project and ends when the project is marked complete or the revision window in the applicable agreement expires. Any post-launch defect coverage lasts for the period stated in your proposal, contract, or service plan.
3. Eligible Services and Purchase Channels
This policy applies to website design and development, eligible maintenance or hosting services, SEO services, and other digital work purchased directly from Black Sand Digital through a signed agreement, invoice, or approved online checkout.
If a proposal, contract, checkout disclosure, or service-specific agreement contains different terms, that service-specific agreement controls.
4. Exclusions
The following are not eligible for a refund, replacement, or credit unless an applicable agreement or law requires otherwise:
- Completed and approved work, including deliverables that have been launched or formally accepted.
- Custom work already produced to the client's written requirements after substantive work begins.
- Third-party costs already incurred, including domains, licenses, stock assets, plugins, themes, hosting, and advertising spend.
- Time-based or usage-based services already delivered, including completed consulting, strategy, or audit work.
- Subscription or retainer periods that have already been billed and serviced.
- Delays, rework, or expanded scope caused by late materials, changed requirements, or delayed client feedback.
- Digital assets or files that have already been delivered and downloaded.
5. Requesting a Refund, Revision, or Resolution
- Email contact@blacksanddigital.com or submit a request through the client portal.
- Include your name, project or invoice number, the affected deliverable, and a clear description of what was expected and what occurred.
- Include screenshots, links, or supporting files when they will help us understand the issue.
- We will acknowledge the request and provide a proposed path—such as clarification, revision, credit, or refund—as promptly as reasonably possible.
You may also call (707) 440-9831. Written requests are recommended because they create a clear record for both sides.
6. Digital Services and Third-Party Costs
Black Sand Digital primarily provides digital services and does not require return shipping. Third-party expenses incurred before cancellation are non-refundable and may be deducted from an otherwise approved refund.
7. Refund Method and Timing
Approved refunds are normally returned to the original payment method. Processing time depends on the payment provider and financial institution. Original processing fees that cannot be recovered, along with eligible third-party pass-through expenses, may be deducted where permitted and disclosed.
8. Recurring Plans
Maintenance, hosting, SEO, and other recurring plans bill on the schedule shown at purchase. Plans renew automatically unless canceled through the client portal or by contacting Black Sand Digital before the next billing date.
Cancellation takes effect at the end of the current paid service period. Fees for a period already billed and serviced are not prorated. When a hosting or care plan ends, related hosting, maintenance, monitoring, and support end according to the applicable agreement. We will explain available domain, content, and transition options so there are no surprises.
9. Business Information
Black Sand Digital
Fortuna, California 95540
contact@blacksanddigital.com
(707) 440-9831
This policy may be updated from time to time. The version in effect when a purchase is made governs that transaction unless a change is required by law or a signed agreement states otherwise.
Questions before you begin?
We would rather explain a term before a project starts than leave you guessing later. Contact us and we will walk through the policy in plain language.