Refund and cancellation policy

1. Summary

• Every new plan has a 14-day money-back guarantee on the first payment.
• Monthly plans can be cancelled at any time and end at the close of the paid month. No partial-month refunds after the guarantee period.
• Annual plans can be cancelled at any time; after the guarantee period, unused full months are refunded at the monthly rate, less any discount already received.
• Third-party costs we have already paid on your behalf are not refundable.
• There is no exit fee, and you keep everything.

2. 14-day money-back guarantee

If you are not satisfied for any reason within 14 days of your first payment for a plan, tell us by email and we refund that payment in full, minus only the exclusions in section 6. The guarantee applies once per client and to the first payment of a first plan, not to renewals or to a second plan purchased later. Work we have done during the 14 days, including a migration or a partial build, is yours to keep in whatever state it is in; we will hand over the files and credentials as in section 10.

3. Monthly plans

Cancel at any time by email. The plan continues until the end of the month you have paid for and does not renew. We do not refund the remainder of a month once the guarantee period has passed, because infrastructure for that month has already been provisioned and paid for. If you cancel in error you can tell us before the end date and we will simply continue the plan.

4. Annual plans

Annual plans are charged at ten times the monthly price, which is a two-month discount. If you cancel an annual plan after the 14-day guarantee, we refund the unused full months remaining after the end of the current month, calculated at the monthly rate rather than the discounted annual rate. In other words, the months you did use are re-priced as if they were monthly, and the balance comes back to you. Worked example: a Scale annual plan ($3,490) cancelled four months in is treated as four months at $349 ($1,396); the refund is $3,490 minus $1,396, which is $2,094.

5. Add-ons and quoted work

Monthly add-ons follow the rules of the plan they are attached to and can be removed at the next billing date. Quoted project work is refundable in full before work starts; once started, it is billed for the work completed to date at the agreed rate and the balance refunded, unless the signed statement of work says otherwise.

6. Exclusions

We cannot refund:

• Third-party costs already incurred on your behalf, such as a domain registration or transfer, SaaS seats, advertising spend or SSL products bought from a third party at your request. We invoice these at cost, so there is no margin to return.
• Engineering hours beyond the plan allocation that have already been delivered and reported.
• Payments made more than 14 days ago on a monthly plan, as in section 3.
• Services terminated by us for a breach of the acceptable-use section of the terms.

Nothing in this policy limits rights you have under consumer law where you live.

7. SLA credits

Service credits for missed uptime or response targets are governed by the SLA. They are applied to your next invoice, or refunded if the plan is ending, and are separate from the refunds in this policy.

8. If we end the service

If we terminate your plan for a reason other than non-payment or breach, we refund any period you have paid for beyond the termination date in full, including on monthly plans.

9. How to cancel or claim a refund

Email contact@ad-men.org from an address associated with your account, with the subject "Cancellation" or "Refund". We confirm receipt within one business day and confirm the end date and any refund amount in writing within three business days. Refunds are returned to the original payment method within 10 business days of confirmation; bank transfers may take longer depending on your bank. You do not need to give a reason, though we will ask, because it helps us improve.

10. Offboarding and your data

Whatever the reason for leaving, the offboarding steps in the terms apply: your environment stays available for 30 days after the end date; we hand over the credential vault, an infrastructure document and a full export of your sites, databases and files; we transfer any account held on your behalf; and we remove our own access. Because your accounts are already in your name, most clients experience leaving as revoking our access rather than moving anything. There is no exit fee.