Refund & cancellation policy

Refunds are requested by writing to hello@frisson.site with your project reference. Refunds cannot be self-issued, and a refund request is not an automatic approval.

Every request is reviewed manually. We respond within three working days with a decision and, where approved, the amount and method.

If you cancel after purchase but before scope confirmation and before any build work has started, the package fee is refundable in full, less any non-recoverable third-party costs already incurred on your behalf (for example a registered domain).

Once scope has been confirmed and work has begun, refunds are assessed proportionally against strategy, structure, design and build work already completed.

Where a project is paused or abandoned because required materials are not supplied, work completed to that point remains payable.

Completed and launched websites are not refundable. Faults, errors or omissions against the agreed scope are corrected at no cost.

Refund records carry one of: refund requested, partially refunded, refunded, or refund declined. Each records the amount, reason, date and provider reference where relevant.

Card: approved refunds are processed manually through the payment provider, and the verified provider refund event updates our records.

PayPal: refunds are processed through PayPal and the operational record is updated to match.

PayNow / bank transfer: refunds are made manually to the originating bank account, and an authorised Frisson House administrator updates the refund record after the transfer has been made.

Add-on fees follow the same stages as the package they extend. Rush fees are refundable only where the accelerated delivery was not undertaken.