1. How to request cancellation
Email admin@usermindow.com from the address used for the order. Include your name, invoice or payment reference, service purchased, and reason for cancellation. We will acknowledge the request within 2 business days.
2. Before work starts
If you cancel before work has started and before any third-party purchase has been made for your order, you may receive a full refund. Any non-recoverable domain, hosting, advertising, licence, printing, platform, or other third-party cost that you approved will be deducted and explained.
3. After work starts
Our services are customised and time-based. Once work has started, any approved refund is limited to the unperformed portion of the agreed scope, after deducting completed work and approved non-recoverable costs. Completed milestones and delivered digital products are not refundable merely because you change your mind.
4. Defects or service not delivered
If the delivered work materially differs from the written scope, tell us within 7 calendar days of delivery and provide details. We will first try to correct the issue within a reasonable period. If we cannot provide the agreed service or a reasonable correction, we may approve a full or proportionate refund for the affected portion.
5. Non-refundable items
Amounts are not refundable for work already accepted, completed consultation time, approved milestones, downloadable or delivered custom files, live advertising spend, domain names, hosting, licences, platform charges, or delays caused by missing customer content, access, feedback, or approvals.
6. Duplicate or unauthorised payments
Report a duplicate charge or payment you do not recognise promptly with the payment reference. We will investigate with the payment provider. This policy does not restrict rights available through your bank, payment provider, or applicable law.
7. Refund processing time
We normally decide a complete refund request within 7 business days. Approved refunds are initiated to the original payment method within 5 business days. Your bank or payment provider may then take an additional 5–10 business days to credit the amount. We will share confirmation when the refund is initiated.
8. Order cancellation by us
We may cancel an order we cannot lawfully or practically fulfil. In that case, we will refund the amount paid for the unprovided portion, after explaining any completed work or approved non-recoverable cost.