Love the set, or don't pay for it.

How it works

• 1. Tell us. Reply to your delivery email, or write to [email protected] with your order number.
• 2. Revision first. Tell us what isn't working — a look that missed, a backdrop that reads wrong, anything — and we'll revise and redeliver. This is included with every order and is usually where things get fixed.
• 3. Refund if not. If the revised set still isn't right, say so and we'll refund the full order to your original payment method. No essay required.

If we catch something first

Occasionally we deliver a set on time and finish our human review just after. If that review finds a frame that isn't up to our standard, we replace it free — that does not use up your revision round or affect your refund rights.

Timing

Refund requests must reach us within 14 days of delivery. Refunds are processed through Stripe to your original payment method and typically appear on your statement within 5–10 business days, depending on your bank.

What's covered

All tiers — The Headshot, The Lookbook, and The Campaign — carry the same policy. The refund covers the full amount you paid for the order.

The fine print

We keep this policy generous because we stand behind the work. We reserve the right to decline refunds in cases of clear abuse (for example, repeatedly ordering, downloading, and refunding) or orders that violate our Terms of Service. If a charge looks wrong on your statement, please email us before disputing it with your bank — we resolve almost everything within a day.

Choose a version, or your money back.

This part applies to Site Lab website orders. The general sections above (timing of refunds, the fine print) apply to both products.

How it works for a website

• 1. Open every version. They are real, working pages — open them on your phone, show your partner, click the phone number.
• 2. Tell us what is wrong. Pick the closest version and send your changes. Your rounds of tweaks are included; each comes back within 24 hours, usually within the hour.
• 3. Refund if not. If none of them is right for your business, write to [email protected] with your order number within 14 days of the day your links were sent. We refund the package price to your original payment method.

When the work has been delivered

Once you approve a version and it goes live at its address, or we hand over the files, the website has been delivered and is yours; from that point the package is not refundable, but corrections to any fact we got wrong remain free. A purchased pack of extra rounds is refunded in full until its first round is used.

A few items are paid out or performed on your behalf and cannot be taken back: a domain registration once the domain is registered (we transfer the domain to you instead), an install on your own hosting once it has been performed, and the Express fee when your versions arrived within two hours. Hosting renewals are refunded in full if you cancel within 30 days of the charge.

If we are late

Your versions are due within 24 hours of a complete brief (48 hours for the Full Site) (orders between 9am and 9pm Central start immediately; overnight briefs start at 9am). If they are not ready within 48 hours of a complete brief and you have not asked us to wait, you may cancel for a full refund — or keep the order and we finish it; your choice.