1The short version
If work has not started, you get everything back. If I have started, you pay for what has actually been done and I refund the rest. If I cannot deliver what was agreed, you get a full refund whether or not I have spent time on it.
The rest of this page explains how that applies to each service, because "work has started" means something different for an audit than it does for a written page.
Why this page is specific rather than generic. Most refund policies are written to be unarguable in a dispute. This one is written so you can tell, before you pay, exactly what you would get back at any point. That is a better deal for you and it means fewer arguments for me.
2Before work starts — full refund
Every service is paid for in advance. If you cancel before I have begun, you receive 100% of what you paid, no questions and no administrative deduction.
"Begun" means I have started the analysis, the crawl or the writing. Receiving your payment, sending you an access request, or scheduling the work does not count as beginning. If you are unsure whether I have started, ask — I will tell you honestly, and if I have not, you get the full amount.
3Audits and research
This covers technical SEO audits, on-page audits, speed audits, keyword research and link profile audits.
- Before the crawl or analysis begins — full refund.
- After analysis has begun but before delivery — I stop, send you whatever has been produced so far, and refund the balance in proportion to what remains.
- After the report is delivered — no refund. The work is complete and the findings cannot be returned once you have read them.
If a delivered report is factually wrong — a finding that is demonstrably incorrect, not a conclusion you disagree with — I will correct it at no charge. If it cannot be corrected, I refund in full.
4Content creation
Content has a natural checkpoint that other services do not: you approve the brief before anything is written.
- Before the brief is produced — full refund.
- After the brief, before writing — if you do not approve the brief and do not want to revise it, I refund everything except €39 per brief for the research performed.
- After the draft is delivered — the included revision round applies. If the result still does not work after revision, I refund 50%.
The brief approval step exists precisely so that disagreements happen before three hours of writing, not after.
5Implementation work
This covers speed optimisation, technical fixes, on-page changes and any development work carried out on your site.
- Before staging work begins — full refund.
- During the staging build — I invoice for hours worked at €65 per hour and refund the balance.
- After deployment — no refund, but if a change breaks something I fix it at no charge, and if it cannot be fixed I roll it back and refund the affected portion.
Nothing is deployed to your live site without your agreement, so you always have a decision point before the non-refundable stage.
6Monthly plans
Plans run month to month with no minimum term and no notice period.
- Cancel at any time; the cancellation takes effect at the end of the month you have already paid for.
- Partial months are not pro-rated or refunded. You keep the service until the month ends.
- You are never billed again after cancelling. If a payment is taken after you cancelled in writing, it is refunded in full.
- Unused development hours are not refundable and cannot be exchanged for credit or cash.
If you cancel within the first 7 days of your first month and no work has been carried out, that first month is refunded in full.
7If I cannot deliver — full refund
You get everything back, regardless of time already spent, if:
- Your site is technically inaccessible and the problem cannot be resolved.
- The engagement turns out to be materially different from what was described when you ordered.
- I conclude the work will not produce a worthwhile result for you — for example, an audit that reveals the real ceiling is your hosting rather than anything I was hired to fix.
- I am unable to complete the work for any reason on my side, including illness or capacity.
The third point is deliberate. If I discover partway through that you are better served by a different service, or by no service at all, telling you and refunding costs me one invoice. Not telling you costs you far more.
8What is not refundable
Being explicit about this is fairer than leaving it to be discovered later:
- Search engine results. No refund is available on the basis that rankings, traffic or revenue did not improve. Nobody controls Google, and I make no guarantee about outcomes — that is stated on every service page and in the Terms of Service.
- Changes you make afterwards. If work is undone by a plugin update, a theme change, a redesign, or another provider, that is new work rather than a refund.
- Delivered analysis. Once a report, keyword map or brief has been sent, the knowledge cannot be returned.
- Work completed to your approved scope that you later decide you did not want.
- Delays caused by access or feedback not being provided on your side.
9Consumer withdrawal rights
If you are buying as a consumer rather than for a business, and you are in the EU or the UK, you normally have 14 days to withdraw from a distance contract without giving a reason.
Because these services usually start well within 14 days, one thing matters: if you ask me to begin before the 14 days are up, you acknowledge that you lose the right of withdrawal once the service is fully performed, and that if you withdraw part-way you must pay in proportion to the work already done.
Nothing on this page reduces any right you have under mandatory consumer law in your own country. Where they conflict, your statutory rights win.
10How to request a refund
Email contact@indexiaweb.com with your invoice number and a sentence about what happened. There is no form to fill in and no requirement to justify yourself beyond that.
- I acknowledge every refund request within 2 working days.
- A decision, with the reasoning, follows within 5 working days.
- Approved refunds are issued within 10 working days of the decision.
If I think a partial refund is fairer than the full amount, I will explain exactly how the figure was calculated rather than simply proposing a number.
11How refunds are paid
Refunds are returned by the same method you paid with. Card refunds typically appear within 5 to 10 working days depending on your bank; bank transfers can take longer.
Refunds are issued in euros, in the amount invoiced. Where currency conversion or receiving-bank fees apply on your side, those are outside my control and are not reimbursed — the sum I send is the sum invoiced.
12Disputes and chargebacks
If you are unhappy, email me first. Almost everything is resolvable directly, faster than through a payment provider, and I would rather refund a dissatisfied client than argue with them.
Raising a chargeback without contacting me first means a dispute is decided by a third party on incomplete information, which serves neither of us. I reserve the right to decline future work where a chargeback has been raised without any prior attempt to resolve the matter — but I have no interest in holding money from someone who feels badly served.