Refund Policy

Refund Policy

This Refund Policy applies to all products and services supplied by Smart Growth Agency (SGA), including pay-monthly websites, hosting, digital services, consulting, marketing, automation services, integrations and optional add-ons.

By purchasing services from SGA, you agree to the terms outlined below.

1. Non-Refundable Fees

The following fees are strictly non-refundable, under all circumstances:

• Website setup fees

• Design and development fees

• Onboarding fees

• Paid discovery or scoping sessions

• Domain registration, renewal or transfer fees

• Domain privacy and protection services

• Third-party software licences or subscription costs

• Premium theme or plugin purchases

• CRM, email, automation or hosting add-ons

• Custom integrations or technical work

• Any third-party service procured on your behalf

Where SGA has incurred external supplier costs, these remain non-refundable regardless of project status.

2. Pay-Monthly Websites & Subscription Services

SGA operates a subscription model for many services, including pay-monthly websites, hosting, marketing, consulting, support, content services and automations.

• Customers may cancel at any time.

• Cancellation will take effect at the end of the current billing cycle.

• No refund is issued for any remaining days, weeks or months in a billing period.

• Partial refunds are not available.

If your plan includes a minimum term (e.g., 12 months), all remaining payments must still be paid.

3. Domains & Registration Fees

Where SGA includes a free or subsidised domain as part of a plan:

• You may choose to retain the domain when cancelling, in which case the refund (if any) will be reduced by the cost of registration/renewal.

• If you do not wish to retain the domain, it will be deleted.

• A £1.00 domain deletion fee may apply.

All domain fees are non-refundable.

4. Chargebacks & Payment Reversals

If a customer initiates a chargeback, Direct Debit indemnity claim, or reversal of payment without following SGA’s cancellation process:

• A £25.00 billing dispute fee will be charged.

• All services linked to the disputed payment may be suspended for security reasons.

• Any future work or reactivation will require all outstanding invoices to be paid in full.

SGA reserves the right to permanently terminate all services following unresolved chargebacks.

5. Reactivation of Services

If your service is suspended or terminated due to non-payment:

• A £25.00 reactivation fee applies for standard pay-monthly websites or hosting.

• A £50.00 reactivation fee applies for advanced, automation or multi-service accounts.

• All outstanding invoices must be paid in full before reactivation.

SGA will attempt to restore your services to their previous state, but:

SGA accepts no responsibility for data loss or system changes resulting from suspension or termination.

Reactivation fees are non-refundable.

6. Digital Work Already Delivered

Digital work, such as:

• Website builds or partial builds

• Design work

• Marketing campaigns

• Ad accounts or assets

• CRM or automation setups

• Consultancy sessions

• API or system integrations

• Content writing or creative work

is non-refundable once delivered, started or allocated to a team member.

This applies even if the project is paused, cancelled or not completed due to the customer’s delay or lack of required materials.

7. Abuse of the Refund Policy

SGA reserves the right to refuse further purchases or terminate accounts where:

• Customers repeatedly request refunds

• Customers engage in chargeback activity

• Customers abuse promotions, offers or free trials

• Customers breach our Terms of Service or Acceptable Use Policy

SGA may block future purchases from accounts exhibiting refund misuse.

8. How to Request a Cancellation

To cancel your service, you must:

1. Email support@smartgrowthagency.com with your account name, domain and service you wish to cancel; and

2. Receive written confirmation from SGA.

Cancellations submitted verbally, via social media, or through third-party platforms are not accepted.

9. No Guarantee of Results

SGA provides digital services, consulting and marketing support but does not guarantee specific outcomes, revenue, leads, rankings, conversions or performance improvements.

Refunds cannot be issued on the basis of perceived performance or results.

10. Changes to This Policy

SGA may update this Refund Policy at any time. The latest version will always be published on our website and becomes effective immediately for all future purchases.