Refund & Cancellation Policy

Last updated: October 06, 2025

1. General Refund Policy

We strive to deliver high-quality web development services that meet your expectations. However, we understand that circumstances may change, and we have established clear refund and cancellation policies to protect both parties.

2. Project Cancellation Policy

2.1 Cancellation Before Project Start

2.2 Cancellation During Development

If you cancel after work has begun, refunds are calculated based on work completed:

• 0-25% Complete: 75% refund of total project cost
• 26-50% Complete: 50% refund of total project cost
• 51-75% Complete: 25% refund of total project cost
• 76-100% Complete: No refund (project delivered)

2.3 Cancellation Due to Client Non-Response

If project is cancelled due to client non-response or failure to provide required materials:

• Project placed on hold after 14 days of no response
• Client notified via email and phone
• Project cancelled after 30 days of no response
• Refund calculated based on work completed minus administrative fees

3. Refund Eligibility

3.1 Eligible for Refund

• Project cancelled within specified timeframes
• Service not delivered as agreed in contract
• Technical issues preventing project completion (our fault)
• Duplicate payments made by mistake
• Services not provided due to our inability to deliver

3.2 Not Eligible for Refund

• Project completed and delivered as agreed
• Client changes mind after project completion
• Client dissatisfaction with design choices (subjective)
• Client requests beyond original scope
• Third-party issues (hosting, domain, external services)
• Client fails to provide required content/materials

4. Refund Processing

4.1 Refund Request Process

1. Submit refund request via email to support@goonlinekuwait.com
2. Include project details and reason for refund
3. We will review request within 2 business days
4. Approved refunds processed within 5-10 business days
5. Refund confirmation sent via email

4.2 Refund Methods

• Original Payment Method: Refunds returned via same method used for payment
• Bank Transfer: For K-Net and bank transfer payments
• Credit Card: Refunded to original card (3-5 business days)
• PayPal: Refunded to PayPal account (1-3 business days)

5. Maintenance and Support Refunds

5.1 Monthly Maintenance Services

• Pro-rated Refunds: Unused portion of monthly service refunded
• 30-Day Notice: Cancellation requires 30 days written notice
• Service Continuation: Services continue until end of billing period

5.2 Annual Maintenance Contracts

• Early Termination: 30% penalty for early contract termination
• Pro-rated Refund: Remaining months refunded minus penalty
• Service Transfer: Option to transfer remaining service to another project

6. Dispute Resolution

If you disagree with our refund decision:

1. Direct Discussion: Contact our support team for clarification
2. Management Review: Request escalation to management
3. Mediation: Third-party mediation if needed
4. Documentation: Provide supporting documentation for your case

7. Special Circumstances

7.1 Force Majeure Events

In case of events beyond our control (natural disasters, pandemics, etc.):

• Projects may be delayed or suspended
• Refunds available if project cannot be completed
• Alternative solutions offered when possible

7.2 Technical Issues

If technical issues prevent project completion:

• Full refund if issue cannot be resolved
• Partial refund if partial work can be delivered
• Alternative solutions offered when possible

8. Processing Fees

The following fees may apply to refunds:

• Administrative Fee: $25 for processing refunds after project start
• Payment Processing Fee: 2.9% for credit card refunds
• Bank Transfer Fee: $15 for international bank transfers
• No Fees: For cancellations within 48 hours of project start

9. Client Responsibilities

To ensure smooth refund processing, clients must:

• Provide accurate payment information
• Respond to refund requests within 7 days
• Return any delivered materials if requested
• Provide clear reason for refund request
• Cooperate with refund investigation if needed

10. Contact Information

For refund requests or questions about this policy: