Refunds and cancellation.
Stripe requires every business taking card payments to publish this, and it is a fair thing to publish anyway. Here is exactly what happens to your money in every situation we can think of.
The short version. You pay the $1,200 setup fee when you sign, and your monthly plan starts only when your site is live. If you cancel before we start, you get everything back. If you cancel partway, you pay for what is done and get the rest back. Monthly plans can be cancelled any time with 30 days notice.
Before we have started
Cancel before we begin and you get a full refund, no questions and no fee. Email go@ramgrows.studio or call. We aim to return the money the same day and Stripe usually takes five to ten business days to put it back on your card.
After we have started, before it is live
You pay for the work actually done and we refund the rest of the setup fee. We will show you what was done and how we arrived at the number. You keep everything finished and paid for, in its original files.
After the work is live
The final payment is due when the work is live and signed off, so by that point there is nothing outstanding to refund. If something we built is broken or is not what we agreed, we fix it at no cost. That is what the guarantee is for, and fixing it is always our first answer. If we cannot make it right, we will discuss a fair refund of the part that is wrong.
The monthly plan
Every plan has a three month minimum. After the third month, cancel with 30 days notice by email or phone. You are charged for the notice period and then not again. We do not refund part of a month that has already started, and we do not charge a cancellation fee. Your service keeps running until the end of the period you paid for.
One thing to know: the $1,200 setup fee pays for work we do once and cannot take back, so it is not refundable after the draft has been delivered. The monthly plan is a different matter. After the three month minimum, thirty days notice ends it, and if you paid a year in advance we refund the months you did not use. This is stated before you pay, in section 2 of the terms.
The photo and video visit
Cancel or move a booked visit with at least 24 hours notice at no cost. If we have already travelled to you and cannot shoot because the business is closed or nobody is there, we keep half the fee to cover the trip and the time.
Lead lists
A lead list is built for you and delivered as a file, so once it is delivered it cannot be returned. If the list does not match what we agreed, for example the wrong area or the wrong type of business, we rebuild it at no cost. Tell us within seven days of delivery.
Advertising budgets
Money you put into Google or Meta advertising is paid to those companies, not to us, and once it is spent we cannot get it back. Our own fee for managing the advertising follows the monthly rules above. We will always tell you which part of a figure is our fee and which part is the platform's.
If a payment was a mistake
If you were charged twice, charged the wrong amount, or charged for something you did not order, tell us and we will refund it in full immediately. You do not need to argue the point.
Please talk to us before your bank
If you are unhappy, call (347) 559-7878. A chargeback through your bank takes months and locks both of us out of solving it. We would rather just sort it out with you the same week.
How to ask for a refund
Email go@ramgrows.studio with your name, your business, and what you paid for. You do not need a form or a reference number. We reply within one business day and refunds go back to the card you paid with.
Contact
RamGrows Studio, Brooklyn, New York
go@ramgrows.studio
(347) 559-7878