Service & Refund Policy

Last updated: October 24, 2026. These public terms are general information. The individual written project agreement controls the specific deliverables, timeline and price, subject to applicable law.

1. Scope of services

Vexlume Digital provides independent freelance website redesign, SEO, performance and related technical services. Packages are Essential Refresh ($699, up to 2 pages), Complete Overhaul ($1,000, up to 5 pages), and Premium Transformation ($1,499, up to 8 pages). The goal is to bring an eligible existing website closer to common design, mobile usability, technical SEO and performance best practices, not to certify compliance with any standard. Exact work is limited to the mutually accepted written project scope.

Projects are limited to the deliverables expressly listed in the written scope accepted by the client. Additional pages, features, integrations, licenses, hosting, paid tools or third-party expenses are excluded unless expressly included.

2. Performance and results disclaimer

Our goal is to improve the quality and technical foundations of the website and, where practical, improve measurable site metrics. We do not guarantee any specific improvement in PageSpeed or Core Web Vitals scores, accessibility scores, search engine rankings, indexing, organic traffic, conversions, customer inquiries, revenue or other outcomes. Results can be affected by hosting, existing site architecture, third-party software, search algorithms, competition, content, user behavior and other factors beyond our control. SEO and other changes may take time to be reflected in third-party systems.

3. Payment

All projects require 100% of the agreed fee paid upfront before work begins, following acceptance of the written scope and terms. Accepted payment methods are written check, Zelle, Venmo and PayPal, subject to availability and each provider’s rules. Checks must clear before work begins. Payments for services must use payment methods permitted for commercial transactions; do not label payments as gifts or friends-and-family transfers. Any processing fees, if charged to the client, will be disclosed before payment. No recurring fee is created unless separately agreed in writing.

4. Refunds and cancellations

Completed, properly delivered work is not refundable solely because the client is dissatisfied with rankings, traffic, speed scores, leads, sales or other results that were not guaranteed. A client may not claim a refund solely because anticipated metrics did not improve. Requests to cancel before work begins or while work is in progress will be evaluated based on work actually performed, nonrecoverable authorized costs, the written project agreement and applicable law.

Nothing in this policy removes or limits rights or remedies that cannot lawfully be waived. If agreed services are not provided, materially differ from the agreed scope, or a refund is otherwise required by law, the matter will be addressed accordingly. This policy does not prevent a client from disputing unauthorized charges or exercising legally protected payment rights.

5. Estimated delivery and direct support

Our estimated project completion window is 7–14 weeks from cleared payment and receipt of all required access, materials and approvals. This is an estimate, not a guaranteed completion date. We will communicate material schedule changes. Paying clients receive a direct contact channel for project questions, available for messages 24 hours a day, seven days a week. This does not guarantee immediate replies, around-the-clock staffing, emergency intervention or continuous live support. Response times vary. The direct channel and access instructions are provided after onboarding.

6. Client responsibilities

Clients must provide timely access, necessary content, permissions and accurate information. Clients must have authority to request changes to the website and associated accounts. Delays in providing access or approvals may extend the delivery schedule. Clients should maintain ownership of domains, hosting and third-party accounts.

7. Revisions and completion

Essential Refresh and Complete Overhaul include one reasonable round of in-scope revisions; Premium Transformation includes two. Extra pages, new functionality and changes outside the agreed scope require separate approval. The project is considered delivered when the agreed work and handoff summary have been provided, subject to the agreement and applicable law.

8. Third-party services

We are not responsible for independent decisions or changes by search engines, hosting companies, website platforms, plugins or other third parties. Any paid third-party products or services require client approval before purchase.

9. No guarantee of uninterrupted operation

Website changes may occasionally involve downtime or compatibility issues. We take reasonable care and recommend appropriate backups, but no website is guaranteed to remain error-free or uninterrupted. Any specific backup, security or support commitments must be agreed in writing.

10. Contact and questions

For service questions, delivery issues or refund requests, contact vexlumedigital@gmail.com with your project details. We encourage clients to raise concerns promptly so we can review them against the agreed scope.