Refunds & Cancellation
Last updated 20 September 2026
The short version. Changed your mind before we have started? Full refund. Changed your mind after you filled in the form but before we sent you anything? Still a full refund.
Once you have seen your site, the round of changes is how we put things right. We would rather fix it than keep money from someone who is unhappy.
Before you fill in the intake form
Full refund, no questions asked. Nothing has been built and nothing has been spent. Email us and we will send it back.
After the form, before we send your preview
Full refund. By this point some work has been done, and during the pilot we absorb that rather than argue about it.
If you want to come back later, keep your answers — you will not have to type them again.
After we have sent your preview
This is where the included round of changes does its job. Tell us what is wrong and we will fix it. Most of what people call a refund request at this stage is a change request, and changing it is quicker for both of us.
If we have genuinely not delivered what the terms describe — the form does not work, the site is not responsive, we have not used your branding — that is on us, and we will either fix it or refund you.
If the work is as described and you have simply decided you do not want it, we will look at it case by case and be reasonable. We are not going to pretend there is a rule that covers every situation.
What we cannot refund
- Money you paid somebody else. Most often your domain, bought in your own name from a registrar. That is not ours to return, and you keep the domain.
- Anything else bought at your request from a third party — a stock image licence, for instance. We will tell you the cost and that it is non-refundable before buying anything, and we will not buy anything without asking.
If we take an eleventh pilot order by mistake
$149 is capped at the first ten customers. If an eleventh order gets through, we refund it immediately and in full rather than quietly keeping it. You are welcome to a quote at the normal price.
How to ask
Email northstardigitalaz@gmail.com and say you would like a refund. You do not need a reason, though if something went wrong we would like to know what.
We will reply within two working days. Refunds go back through Stripe to the card you paid with, and the money usually reaches you within five to ten working days depending on your bank.
Before you call your bank
If you are unhappy, email us first. A chargeback takes weeks, costs us a fee whatever the outcome, and we can usually refund you the same day.
We would much rather refund someone than have them feel they had to fight for it.