Refunds.

1. The policy, plainly.

ThemeSmith doesn't refund a completed hosting month, or a build once it has started. If you cancel mid-month, you keep the service until the period ends, and your site stays online for 30 days after that; we don't pro-rate the remainder. Once you've paid for your pages and the build has started, the build fee is non-refundable.

Site Rescue is the same shape. It is £15 a page, paid once when you start. Before we start reading your site, you can use Stop and refund and we'll ask Stripe to refund your payment. Once we've started reading it, the rescue is non-refundable.

If a domain you bought through us can't be registered, we ask Stripe to refund it automatically. Occasionally the payment is held for a check first, and we'll tell you. If a page you added later can't be built, a person on our team either finishes it for you or refunds it in full. For anything else that went wrong, write to us. The binding wording is in § 1.03 of our terms.

2. Why we don't.

Every site is built before you're asked to approve it: the design directions, the photos and copy, the logo designs, the quality checks and the hosting behind them. Once that work is done, it's done. Refunding it would mean raising prices for everyone else to cover it, and we'd rather keep one price that is the same for everyone.

If the home page comes out short of the standard, say so before you approve it: up to five changes and one complete rethink are included before approval. After the site is live, changes are a message in your dashboard or on WhatsApp; we make the change and put it live. A small edit is about 15 credits from your monthly allowance; Starter (£15 a month) includes 150 credits, about ten small edits, and Business (£39 a month) includes 500.

3. What is available instead.

• Move plans any time. Up is charged straight away, except during your free first month. Down takes effect at the end of your billing period, with no credit for the time left; during your free first month it takes effect immediately.
• Add a page later. A page added later is £15, plus a few credits to plan it.
• Top up credits. What you don't use each month rolls over. If you need more, top-ups are 125 credits for £12, 600 for £50 or 1,100 for £90, and they never expire.
• Cancel any time, from your account. We don't hold your domain, your content, or your bill captive. Your site stays online to the end of the period you've paid for, plus 30 days. Then it goes offline and we keep every file for 12 months: resubscribe in that time and the same site comes back, with no rebuild. You can download the whole site as a .zip from your dashboard at any time. A domain you bought or transferred through us keeps renewing on your card. If you bought it through us, you can turn auto-renew off; either way, you can transfer it out whenever you like.

4. Genuine edge cases.

There is no policy table to hide behind and nobody to escalate past: Chris, who founded ThemeSmith, decides the edge cases. If something has gone wrong that isn't covered above (a duplicate charge, a compromised account, a build that genuinely missed what you told us), write to chris@themesmith.ai and set out what happened. Honest mistakes get an honest response.