Refund Policy.

Overview

At First Step Services, we want every engagement to feel fair on both sides. This Refund Policy describes how we handle refunds, rework, and cancellations for the e-commerce solutions services purchased through our Website (https://firststepservices.tech/).

Eligibility for Refunds

• Refund requests must be made in writing within 7 days of the invoiced milestone or deposit payment.
• Eligible for refund: deposits or milestone payments where work has not yet started.
• Refunds are reviewed on a case-by-case basis and approved by our team in writing.

Non-Refundable Fees

The following are not refundable once delivered or started:

• Work already completed, delivered, or in active development at the time of the request
• Custom design, code, or strategy hours that have been logged against your project
• Third-party fees passed through at cost (Shopify, hosting, themes, plugins, paid integrations, stock assets)
• Discovery calls, audits, and strategy sessions once they have been delivered
• Retainer fees for periods that have already started or been worked

Rework on Defective Deliverables

If a deliverable does not match the agreed scope:

• Contact us within 7 days of the affected delivery.
• Share specific examples and the original brief or acceptance criteria.
• Where the deliverable does not match the agreed scope, we will rework it at no additional charge before any refund is considered.

Project Cancellation

• Project engagements may be cancelled at any time with 14 days written notice.
• On cancellation, you are billed for any work in progress and any third-party fees committed up to the cancellation date.
• Retainers may be cancelled at the end of the current billing period and are not pro-rated mid-period.

Refund Processing

Once a refund is approved:

• Approved refunds are issued to the original payment method.
• Processing typically takes 5–10 business days, depending on your payment provider.
• Any third-party fees already paid on your behalf are deducted from the refund amount.