Refund & Cancellation Policy

Last updated: July 19, 2026

This Refund and Cancellation Policy forms part of our Website Design and Care Services Agreement. It explains what is refundable, what is not, and how to cancel. It is written to be clear and specific so there is never a question about where you stand.

The free preview is free

The website preview we build before you buy costs nothing. There is nothing to refund. If you decide not to move forward, do nothing and the preview comes down on its own.

Refund window on the launch fee

You may request a refund of the launch fee within 14 days of paying, as long as your site has not yet gone live. What you get back depends on how far we got:

We have not started launch work: 100% of the launch fee.

Launch work has started, site is not live: 50% of the launch fee paid.

Your site is live on a domain: no refund of the launch fee (see below).

In every case, domain registration fees already paid are not refundable.

After your site is live

Once your site is live on a domain, the launch fee has been earned and is not refundable. You received the thing you bought. This is not the end of your options: the monthly care plan is separate and you can cancel it any time; you keep your site, and on request we give you a copy of its code and content; and you keep your domain, transferred to you at no cost if we registered it for you, subject to the ICANN 60-day transfer lock described in the Service Agreement.

The monthly care plan

Cancel any time. There is no contract and no cancellation fee. Email hello@pbmagency.com to cancel. Cancellation takes effect at the end of the current paid month, and you are not billed again. Partial months are not refunded or prorated.

What is never refundable

Domain registration fees. Once a domain is registered, the fee is spent at the registry and cannot be recovered, so it cannot be refunded, no matter how quickly you cancel. The domain itself is still yours to take with you.

Third-party costs we paid on your behalf at your request (paid stock photography, premium fonts, paid listings or directory fees, ad spend), advertising spend already placed with any platform, and work completed under a separately quoted change order you approved in writing.

If we cannot deliver

If we take your money and cannot deliver a working site for a reason that is ours, you get a full refund, including the 50% build portion, regardless of the 14-day window. We do not keep money for work that never became a website. This does not apply to delays caused by information we asked you for and did not receive, or by third parties such as domain registrars and DNS propagation.

How to request a refund

Email hello@pbmagency.com with your business name and the email address you paid from. You do not need to give a reason. We will confirm within 1 business day and process an approved refund within 5 to 10 business days, back to the original payment method. Your bank may take a few additional days to post it.

Please talk to us before disputing a charge

If something is wrong, email us first. Most refund questions are settled the same day, and we would much rather fix it than fight it. Filing a chargeback without contacting us first freezes the funds and forces a formal process that is slower for you than just asking us. Where a chargeback is filed on a site that is live and delivered, we may take the site offline and suspend services while the dispute is resolved.

Changes to this policy

We may update this policy. The version in effect on the day you paid is the one that applies to your purchase.

Contact

PBM Agency, LLC. Questions about refunds or cancellation: hello@pbmagency.com or by mail at PBM Agency, 421 8th Ave #9227, New York, NY 10001, or by phone at (512) 580-8472.