Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how refunds are issued for services purchased from AFFBIRD LLC, how each payment method is handled, and how chargebacks are managed. It forms part of our Terms of Service.

1. Overview

We want you to be satisfied with our work. Because we provide custom digital services, refund eligibility depends on how much work has already been performed at the time of your request. All refund requests must be submitted in writing to support@affbird.org and must include your order number.

2. Cancellation and Refund Tiers

• Before work begins (within 24 hours of order): you may cancel for a full refund, provided no work has started.
• After work has started: a partial refund may be issued, calculated on the proportion of work not yet completed. Any completed milestones are non-refundable.
• After final delivery or approval: no refund, because the deliverable has been handed over and accepted.
• Recurring / monthly services: you may cancel at any time; cancellation stops the next billing cycle. The current period is not refunded.
• Third-party costs (domains, hosting, licences, stock assets, ad spend) are non-refundable once purchased on your behalf.

3. Refunds by Payment Method

Refunds are always returned to the original payment method. Processing times below are typical and depend on the processor and your bank.

Stripe (credit / debit card, Apple Pay, Google Pay, ACH via Stripe)

• Refunds are issued through Stripe to the original card or bank account.
• Card refunds typically appear within 5–10 business days; ACH refunds may take 5–7 business days.
• Stripe's processing fees on the original charge are non-refundable to us and may be deducted from the refunded amount where permitted.

PayPal

• Refunds are issued through PayPal to the original PayPal account or card.
• Refunds typically appear within 3–5 business days in your PayPal balance, or longer if returned to a card.
• PayPal's original transaction fee is not returned by PayPal.

Bank Transfer / ACH (manual)

• Refunds are sent by bank transfer to the account from which payment was received.
• Please allow 5–10 business days for the transfer to be initiated and settled.
• Any bank or wire fees incurred on the refund are the customer's responsibility.

Other card processors (Authorize.Net, Square, Braintree, 2Checkout, Adyen, Razorpay)

• Refunds are issued through the same processor used for the original payment.
• Card refunds typically appear within 5–10 business days.

Coinbase Commerce (crypto)

• Because cryptocurrency payments are irreversible on-chain, refunds are issued in the same cryptocurrency at the USD value received at the time of payment, less any network fees.
• Refunds are sent to a wallet address you provide; you are responsible for providing a correct address.

4. How to Request a Refund

1. Email support@affbird.org with the subject "Refund Request".
2. Include your order number, the email used at checkout, and the reason for the request.
3. We will acknowledge your request within 2 business days and issue a decision within 5 business days.
4. Approved refunds are processed within 3 business days of approval, then follow the method-specific timelines above.

You can look up your order and its current status at any time on our Order Tracking page using your order number and email.

5. Chargebacks and Disputes

• If you believe a charge is incorrect, please contact us before filing a chargeback with your bank or card issuer. Most issues are resolved quickly and directly.
• If a chargeback is filed, the order and any associated deliverables may be placed on hold while the dispute is investigated.
• We will provide the processor with the order record, billing address, delivery evidence and communication history to support a legitimate charge.
• Fraudulent or unjustified chargebacks may result in suspension of your account and recovery of the disputed amount plus any chargeback fees imposed on us.

6. Failed, Duplicate and Unauthorised Payments

• Failed payments: if a payment is declined, no order is created and no charge is made. You may retry with another method.
• Duplicate charges: if you are charged twice for the same order, contact us and we will refund the duplicate in full.
• Unauthorised transactions: if you believe your card was used without authorisation, contact your bank immediately and notify us so we can assist the investigation.

7. Non-Refundable Items

• Completed and delivered work that has been approved by you.
• Third-party purchases made on your behalf (domains, hosting, licences, ad spend).
• Custom work already produced and handed over.
• Services used in violation of our Terms of Service.

8. Contact

For any refund, cancellation or billing question, contact AFFBIRD LLC at support@affbird.org.