The short version
- Before the cutover: if the preview is not right for you, you get the whole migration fee back.
- After the cutover: the migration fee is not refundable — the work has been delivered. We still fix problems free for 30 days.
- The care plan: cancel any time. It runs to the end of the period you have paid for, then stops. We do not refund part of a month, except when you move (below).
- Moving to your own Cloudflare account: no fee. We cancel your hosting plan and refund the unused part of the month.
- Our mistakes — a double charge, a charge after you cancelled — are always refunded in full.
The migration fee
Before the cutover: full refund
Up to the moment your domain starts pointing at the new site, you can walk away with all of your money. Email hello@embarkeasy.com with your domain and we refund the migration fee in full.
You do not have to justify it. “It is not what we expected”, “we have changed our minds” and “the board said no” are all complete answers. We would rather part on good terms than keep a fee from someone who did not want the result.
We refund in full for our own reasons too: if we cannot produce a clean copy of your site, if the migration turns out to be beyond what we can do well, or if we simply take too long and you lose patience.
Refunds go back through Stripe to the card or account that paid. We start the refund within two business days of your email. Banks usually take another five to ten days to show it, which is out of our hands.
After the cutover: no refund
The cutover is the delivery. Once your domain is serving the migrated site, the migration fee is not refundable. What you get instead is this:
- For 30 days after the cutover we fix anything that is not working the way the preview promised, at no charge.
- If we broke something during the cutover and cannot fix it, we put your old site back and refund the fee. “No refunds after cutover” does not mean “no responsibility after cutover”.
- If you later decide the new site is not for you, we give you a complete export of your content, help you hand it to whoever is next, and leave your original WordPress site and your domain alone. We will not hold either hostage.
The care plan
- There are no annual plans. Hosting is monthly only, so there is no yearly commitment to get out of and no mid-year cancellation formula to argue about.
- Monthly plans: cancel any time, from your billing page or by email. The plan runs to the end of the month you have paid for and then stops. There is no further charge, no cancellation fee, and no refund of part of a month (a move to your own Cloudflare account is the exception, below).
- Your site keeps serving until the end of the period you have paid for. After that you have 14 days of grace: the site keeps serving, so you can move it or collect an export. Then it goes offline, we offer you the full export, and we keep your data for 30 days so that you can collect it. Ask and we will extend that window; we are not trying to catch anyone out.
- If a renewal is charged after you told us to cancel, that is our mistake, and we refund it in full.
Moving to your own Cloudflare account
- No fee. Your conversion fee is already paid, and it is never charged twice. A site moves only once that fee is paid. Why: the conversion is the work we do. Once it is paid, the site is yours to take anywhere.
- A refund of the unused month. When your site is running in your account, we cancel your hosting plan and refund the unused part of the month you paid for, to the card that paid.
- Your data. We keep our copy of your site for 30 days after the move, then delete it. Why: so you have time to check that everything moved.
Chargebacks
If a charge looks wrong on your statement, email us before you call the bank. A chargeback freezes the money for weeks and makes it harder for us to fix whatever actually upset you. An email usually settles it the same day, and we have never argued with a refund request that came in before the cutover.
How to ask
Email hello@embarkeasy.com with three things: your domain, the date and amount of the charge, and one line about what happened. We reply on weekdays, usually the same day. There is no form, no ticket number to quote, and nobody whose job it is to talk you out of it.
Contact
Minuscule Ventures, LLC — hello@embarkeasy.com. Weekdays, usually the same day.