This Refund / Cancellation Policy ("Policy") applies to all services provided by Altissa ("we," "us," or "our"), including custom website development, e-commerce development, landing page design, website redesign, SEO optimization, AI chatbot integration, branding & identity services, and any related add-ons (collectively, the "Services").

Because our Services involve custom, labour-based digital work, refunds are handled differently than physical products. This Policy explains how refunds and cancellations apply to both our upfront (one-time) and monthly (recurring) pricing plans.

By purchasing any of our Services, you agree to the terms outlined in this Policy, in addition to our Terms of Use and any signed service agreement. In the event of a conflict, the signed service agreement prevails.

This section applies to project-based Services billed upfront or in milestones, such as custom website development, e-commerce development, landing page design, website redesign, and branding & identity projects.

• Deposits: All projects require a deposit before work begins. Deposits are non-refundable once work has commenced, as they secure your place in our schedule and cover initial planning, research, and design work;
• Cancellation before work begins: If you cancel before any work has started, your deposit may be refunded in full or in part, at our discretion, less any administrative or third-party costs already incurred;
• Cancellation mid-project: If you cancel after work has begun, you are responsible for payment for all work completed up to the date of cancellation. Any payments exceeding the value of completed work may be refunded on a pro-rated basis;
• Completed work: No refunds will be issued for milestones or projects that have been completed, delivered, and approved;
• Third-party costs: Fees paid to third parties on your behalf (such as domain registration, premium plugins, stock assets, or software licenses) are non-refundable.

This section applies to Services billed on a recurring monthly basis, such as monthly website plans, SEO optimization, AI chatbot subscriptions, and ongoing maintenance.

• Billing in advance: Monthly plans are billed in advance at the start of each billing cycle;
• No partial refunds: Once a billing period has begun, fees for that period are non-refundable, including if you cancel partway through the month;
• Cancellation notice: You may cancel a monthly plan at any time by providing written notice at least thirty (30) days before your next billing date. Your Service will remain active until the end of the final paid period;
• Minimum terms: Some monthly plans (such as SEO campaigns or subsidized development plans) may include a minimum commitment period as outlined in your service agreement. Early cancellation of such plans may require payment of the remaining balance or an early termination fee as specified in your agreement;
• Ownership on monthly plans: If your website was built under a subsidized monthly plan, ownership of deliverables transfers only after the minimum term or applicable buyout amount has been paid, as specified in your service agreement.

Add-on services purchased alongside a plan or project (such as additional pages, extra revisions, content creation, or feature upgrades) are subject to the following:

• One-time add-ons: Non-refundable once work on the add-on has commenced;
• Recurring add-ons: Follow the same cancellation and refund rules as monthly plans, and may be cancelled independently of your base plan with thirty (30) days' written notice;
• Bundled add-ons: Add-ons included as part of a promotional bundle have no standalone cash value and are not eligible for individual refunds.

SEO Optimization: SEO is an ongoing service whose results depend on factors beyond our control, including search engine algorithms and market competition. Fees cover the work performed each month — not guaranteed rankings or traffic outcomes. No refunds are issued based on SEO results.

AI Chatbot Integration: Setup and integration fees are non-refundable once configuration work has begun. Recurring chatbot fees follow the monthly plan rules above. Third-party AI usage costs are non-refundable. Upon cancellation, chatbot functionality will be deactivated at the end of the final paid period.

Landing Page Design & Website Redesign: Refunds follow the upfront project rules above. We do not guarantee specific conversion rates or performance outcomes.

Branding & Identity: Due to the creative and custom nature of branding work (logos, graphics, videos, and mockups), fees are non-refundable once concepts have been presented. Revisions are governed by the scope defined in your proposal or service agreement.

Timely client cooperation is essential to project completion. If a project is delayed due to client unresponsiveness, missing content, or failure to provide required approvals:

• Projects inactive for more than thirty (30) days due to client inaction may be placed on hold;
• Projects inactive for more than sixty (60) days may be considered abandoned and closed at our discretion;
• Abandoned projects are not eligible for refunds, and any deposits or milestone payments are forfeited;
• Reactivating a closed project may require a restart fee and is subject to our availability.

We reserve the right to cancel or suspend a project or plan if:

• Payment is overdue or a payment method fails and is not remedied within a reasonable time;
• The client violates our Terms of Use or the applicable service agreement;
• The client engages in abusive, unlawful, or bad-faith conduct;
• Circumstances beyond our control prevent us from delivering the Services.

If we cancel a project for reasons unrelated to client conduct or non-payment, you will receive a pro-rated refund for any paid but undelivered work.

We encourage you to contact us directly before initiating a chargeback or payment dispute — most concerns can be resolved quickly and fairly.

Initiating a chargeback for Services already rendered constitutes a breach of this Policy. In such cases, we reserve the right to suspend all active Services, disable delivered work pending resolution, and pursue recovery of amounts owed, including reasonable administrative and legal costs.

If you have any questions about this Refund / Cancellation Policy, please contact us at:

Altissa
Ottawa, Ontario, Canada
Email: info@altissa.ca
Website: Altissa.ca