Refunds & Cancellations

1. How to cancel

For a monthly care subscription, use the Stripe customer portal to manage billing or schedule cancellation at the end of the current paid period. You may instead email support@altarisenterprises.com from your billing or authorized business email address. Include your website or project name and, if available, the invoice or subscription reference. You do not need to provide a reason to cancel. We may ask for only the information needed to identify the account and confirm your authority to act for it.

A portal cancellation is effective when Stripe records it. For email, we use the date and time your request reaches our inbox, not the time we acknowledge it, when determining whether you canceled before a renewal. We confirm the cancellation and service end date by email.

2. Monthly maintenance cancellations

Essential Care and Care Plus renew monthly until canceled. Cancel before your next renewal to stop that charge. Your care service remains available through the end of the paid billing period, and there is no separate cancellation fee or obligation to purchase another month.

Cancellation after a renewal normally takes effect at the end of the new paid period. If you sent a cancellation request before renewal and were charged anyway, contact us so we can correct the charge.

We do not normally prorate a started care period solely because you cancel or do not use all of its edit allowance. Unused time does not roll over or have a cash value. This does not exclude refunds for billing errors, services we cannot provide, or refunds required by law.

3. Care paid for before approval

Subscribe only after Altaris has accepted your website, received the required access, and agreed a start date. If you pay before acceptance, contact us. We will cancel and refund an unstarted subscription and arrange a new start when the site is ready. We also refund a payment for a website we cannot accept for care.

If Altaris cannot provide the agreed care after service starts, we refund the portion of prepaid service we cannot provide. A failure to deliver agreed work is assessed separately from simply not using an allowance.

4. Website-build and custom-project cancellations

You can cancel a project by written notice. We stop new work once we receive the notice, apart from any necessary closeout work you separately authorize. We provide an itemized reconciliation of payments and amounts earned.

• Before work starts, we refund project payments except for specific third-party costs you approved in advance that cannot be recovered.
• After work starts, you pay for work already performed at the rates or milestone values in the approved proposal, plus approved non-recoverable third-party costs.
• All payments already made, including the deposit, are credited against that amount. The same work or cost is not counted twice.
• We refund any prepaid balance above that amount, or invoice an outstanding balance for work already performed and approved costs. We do not charge for undelivered future milestones merely because they were scheduled.

These standard terms do not add a cancellation penalty. Any different project-specific arrangement must be clearly disclosed and mutually agreed before purchase, and cannot override rights that cannot be waived. Handoff of paid-for work follows the ownership and delivery terms in your proposal.

5. Refund requests and billing errors

Contact support@altarisenterprises.com with the invoice or subscription reference and a brief explanation of the issue. We review duplicate or incorrect charges, work that materially fails to match the agreed scope, and services we cannot deliver. Depending on the issue, we may agree a correction, an appropriate refund, or another remedy with you.

Contacting us does not remove or shorten any rights you have under law or through your payment provider. Do not send full card numbers, bank credentials, passwords, or identity documents in an ordinary email.

6. Processing and third-party costs

We aim to review refund requests within five business days. Once a refund is approved, we submit it through Stripe within five business days, or sooner where required by law. Refunds are returned to the original payment method. Your bank or payment provider determines when the funds appear; we cannot guarantee an exact posting date.

Services you buy directly from a hosting company, domain registrar, or other provider are subject to that provider's refund and cancellation rules. A cost Altaris incurred on your behalf is only deducted from a project refund if you approved it in advance and it cannot be recovered. We do not deduct an extra refund-processing fee from an approved refund.

7. When service ends

At the end of care, future maintenance, monitoring, and edits stop. Your website remains yours under your project agreement; canceling care does not automatically cancel separately purchased hosting, domains, or software. We coordinate removal of our access and any agreed handoff.

Read the Service Terms for scope and billing details and the Privacy Policy for record retention and data requests. This policy does not limit mandatory legal rights.