Client Satisfaction &
Refund Policy

At Trailhead (operated by Crush Digital Atelier LLC), we're committed to delivering high-quality websites that meet your expectations. This policy outlines our refund procedures, cancellation terms, and our commitment to client satisfaction.

This policy should be read in conjunction with our Terms of Service.

1. Our Satisfaction Commitment

We guarantee:

• Two Rounds of Revisions: Included in every $750 build package during the development process
• 6-Day Delivery: Website launched within 6 days of receiving your Day 1 content
• Quality Standards: Mobile-responsive, fast-loading, SEO-ready, and secure websites
• Transparent Communication: Regular updates throughout the build process

If we can't deliver what we promised, we'll make it right or refund your build fee according to the terms below.

2. Build Fee Refunds ($750)

2.1 Before Work Begins (Full Refund)

Eligible Period: Before we start design work (typically within 24 hours of payment)

• Full refund minus payment processing fees (~3% or approximately $22.50)
• No work has been started on your project
• Refund processed within 5-7 business days

2.2 During Build - Days 1-3 (Partial Refund)

Eligible Period: After design work has started but before Day 4

• 50% refund ($375) for work completed
• You retain rights to any work completed up to cancellation point
• Includes initial design concepts, mockups, and partial development
• Refund processed within 7-10 business days

2.3 After Day 3 or Site Launch (No Refund)

No refunds available after:

• Day 4 of the build process
• Site has been launched to production
• Two revision rounds have been used

Why: By this point, significant work has been completed, and you still have access to your two included revision rounds to address any concerns.

2.4 Exception: Our Failure to Deliver

If we fail to deliver your website within the agreed timeline due to our fault (not client delays), you may be eligible for:

• Delays 1-3 Days: $50 credit toward hosting or future services
• Delays 4-7 Days: $100 credit toward hosting or future services
• Delays 8+ Days: Full refund option or completion with $150 credit

Note: Delays caused by late content delivery, slow client feedback, or force majeure events do not qualify for refunds.

3. Hosting & Maintenance Cancellation ($18/mo)

3.1 How to Cancel

• Email hello@trailheadmade.com with "Cancel Hosting" in the subject line
• Provide 30 days' written notice
• We'll confirm cancellation and final billing date via email

3.2 Cancellation Terms

• No Refunds for Partial Months: If you cancel mid-month, you're charged for the full month
• Site Remains Live: Your website stays online until the end of your current billing period
• File Delivery: We'll provide your complete website files within 7 business days of cancellation
• Data Deletion: After 30 days, we permanently delete all files and backups

3.3 What Happens After Cancellation

3.4 Reactivation

If you cancel but want to reactivate within 30 days, contact us. We may be able to restore your site for a $50 reactivation fee. After 30 days, files are permanently deleted and the site must be rebuilt.

4. Non-Refundable Fees

The following are never refundable:

4.1 Hosting After Site Launch

Once your site is live, hosting fees for that month are non-refundable. This covers server costs, SSL, monitoring, and backups already incurred.

4.2 Additional Services

• Content Updates: Work completed is non-refundable ($10 per update)
• Rush Work: Premium fees for expedited delivery are non-refundable once work begins
• Stock Images: Licensed images purchased on your behalf are non-refundable
• Content Writing: Custom copywriting work delivered is non-refundable
• Additional Pages: Work completed on additional pages follows the same refund schedule as the main build

4.3 Payment Processing Fees

Stripe processing fees (~3%) are deducted from all refunds. These fees are charged by Stripe and are non-recoverable.

5. How to Request a Refund

5.1 Step 1: Contact Us

Email hello@trailheadmade.com with:

• Subject line: "Refund Request - [Your Name]"
• Your project details (name, payment date, invoice number if available)
• Reason for refund request
• Preferred resolution (full/partial refund, revision, credit, etc.)

5.2 Step 2: We Review

We'll review your request within 2 business days and respond with:

• Confirmation of eligibility under this policy
• Refund amount (if applicable)
• Alternative solutions we can offer
• Timeline for processing

5.3 Step 3: Resolution

If Approved:

• Refunds processed within 5-10 business days
• Refunded to original payment method via Stripe
• May take additional 3-5 business days to appear on your statement

If Denied:

• We'll explain why based on this policy
• Offer alternative solutions (additional revisions, credit, etc.)
• You can escalate to our dispute resolution process (see Terms of Service)

6. Dispute Resolution

If you disagree with our refund decision:

6.1 Internal Escalation

Request review by our senior team member within 14 days of the initial decision. Email hello@trailheadmade.com with "Refund Dispute - Escalation" in the subject.

6.2 Chargeback Warning

6.3 Legal Disputes

Formal legal disputes are governed by the dispute resolution terms in our Terms of Service (Wyoming law, informal resolution first).

7. Special Circumstances

7.1 Force Majeure

If we cannot complete your project due to events beyond our control (natural disasters, pandemics, extended outages), you'll receive:

• Full refund of unused fees, or
• Project completion when able, or
• Credit for future services equal to fees paid

7.2 Client Non-Response

If you don't respond to our requests for content, feedback, or revisions for 30+ days:

• Project considered abandoned
• No refund available
• Hosting continues to be billed if site is live
• You can restart the project within 60 days (files retained)

7.3 Changes in Scope

If you request significant changes after work begins (different design direction, new features, additional pages):

• We'll provide a new quote for additional work
• Timeline may be extended
• Original refund terms still apply to base package

8. Changes to This Policy

We may update this policy from time to time. Material changes will be posted on our website with an updated "Last Updated" date. Refund requests are governed by the policy in effect at the time of your original purchase.

9. Questions?