Refund Policy
Last updated: September 2026
Overview
At Zelov Studio, we stand behind the quality of our work. We believe that if we don’t deliver on our promises, you shouldn’t have to pay for them. That’s why we’ve built our refund policy around two industry-leading guarantees: The On-Time Guarantee and The 90-Day Lead Guarantee.
This policy outlines the conditions under which refunds and redesigns are available, as well as general refund procedures for all our services.
The On-Time Guarantee
We commit to delivering your website within the agreed-upon timeline. If we miss the deadline, you receive a full refund of any rush or expedite fees associated with your order.
Standard Delivery Timelines
| Package | Delivery Timeline |
|---|---|
| Starter | 48–72 hours |
| Professional | 5 business days |
| Premium | 10 business days |
How to Claim
If we miss your agreed delivery deadline, email us at [email protected] within 48 hours of the missed deadline. Include your order number and the originally agreed delivery date. We’ll process your rush fee refund promptly.
The 90-Day Lead Guarantee
If your website doesn’t generate qualified leads within 90 days of launch, we’ll redesign it for free. This is our commitment to building websites that work — not just websites that look good.
Requirements
- Your website must be live and accessible to the public for the full 90-day period.
- Google Analytics must be connected and tracking from the date of launch.
- You must not have substantially altered the design, layout, or content we delivered.
Please note: The 90-Day Lead Guarantee is a redesign guarantee, not a monetary refund. If the qualifying conditions are met, we redesign your website at no additional cost.
General Refund Conditions
Before Work Begins
If you cancel your order before our team has started working on your project, you are entitled to a full refund of your deposit.
After Design Mockup Delivered
In the rare event that the design direction is fundamentally wrong and cannot be corrected through our unlimited revision process, we offer a 50% refund of the total project cost. This situation is uncommon given our thorough onboarding questionnaire and revision policy.
After Final Delivery
Once the final website has been delivered, monetary refunds are not available. Instead, your project is covered by our Until-You-Love-It Promise — unlimited revisions until you’re completely satisfied with the result.
Custom Work & Rush Fees
Custom work and rush fees are non-refundable once work has commenced, with one exception: if a rush fee was charged and we fail to meet the expedited deadline, the rush fee is fully refunded under The On-Time Guarantee.
How to Request a Refund
To request a refund, please email [email protected] with the subject line “Refund Request”.
Please include the following information:
- Your order number or project reference
- The reason for your refund request
- Any relevant documentation (screenshots, correspondence, etc.)
Our team will review your request and respond within 2 business days.
Processing Time
- Approved refunds are processed within 5–10 business days.
- Refunds are issued to the original payment method used at checkout.
- Depending on your bank or card issuer, Stripe processing times may add an additional 3–5 business days before the refund appears on your statement.
Contact Us
If you have any questions about our refund policy or need assistance with a refund request, please reach out to us at [email protected]. We’re here to help.