Refund Policy
1. Overview
At Onyxarro, we stand behind the quality of our work. This Refund Policy outlines the circumstances under which refunds are available for our web design services and Care Plans.
2. Project Deposits
Before work begins: If you cancel your project before any design or development work has commenced, your 50% deposit will be refunded in full.
After work begins: Once design or development work has started, the 50% deposit is non-refundable. This deposit covers the time, resources, and expertise allocated to your project.
Work is considered to have begun once the onboarding brief has been approved and our team has started on your project.
3. Final Payment
The remaining 50% balance is due upon project completion. This payment is required before the website is deployed live or project files are transferred to the Client.
If the project is cancelled by the Client after work has begun but before completion, any work completed beyond the scope covered by the deposit may be invoiced separately.
4. Satisfaction & Revisions
Every project includes 2 rounds of revisions to ensure you are satisfied with the final result. If after both revision rounds you are not satisfied:
- We will work collaboratively with you to identify and address specific concerns.
- We will provide additional revisions at no extra cost where the delivered work does not match the agreed brief.
- If we are unable to reach an agreement, we will discuss a fair resolution on a case-by-case basis.
Additional revisions beyond the included 2 rounds (for changes outside the original brief) are billed at $150 NZD per hour.
5. Care Plans
Our Care Plans (Basic $97/mo, Standard $197/mo, Premium $397/mo) are billed on a monthly basis.
- You may cancel your Care Plan at any time by contacting us at hello@onyxarro.com.
- Cancellation takes effect at the end of the current billing period.
- No refund will be issued for the current month's payment, as the service has already been provided or allocated for that period.
- There are no cancellation fees or long-term contracts.
6. Dispute Resolution
If you have a concern about your project or a billing matter, we encourage you to resolve it directly with us first:
- Step 1: Contact us at hello@onyxarro.com outlining your concern in detail.
- Step 2: We will acknowledge your concern within 2 business days and work with you to find a resolution.
- Step 3: If we cannot reach a mutually agreeable resolution, either party may seek mediation through an independent mediator agreed upon by both parties.
- Step 4: If mediation does not resolve the dispute, either party may pursue resolution through the appropriate New Zealand legal channels.
We are committed to fair and transparent resolution of any issues. Our goal is always to deliver work that exceeds your expectations.
7. Refunds for Third-Party Services
Onyxarro is not responsible for refunds related to third-party services such as domain registration, hosting subscriptions, stock imagery, or premium plugins purchased on the Client's behalf. These are governed by the respective provider's refund policy.
8. How Refunds Are Processed
Approved refunds will be processed via the original payment method (Stripe) within 5–10 business days. The exact timing may vary depending on your bank or payment provider.
9. Contact
For any refund requests or billing queries, please contact us:
Email: hello@onyxarro.com
Business: The Victory Co. Limited
Location: Napier, New Zealand
Please include your project name and relevant details to help us process your request promptly.