Refund & Cancellation Policy

Scope of this policy

This policy covers cancellations and refunds for the services sold through infinity-designer.com: paid consultation/scoping sessions booked separately from a quote, fixed-price projects (Web Design, Web Development, E-commerce, Branding, UX/UI & Product Design), and monthly retainers (SEO & Digital Marketing, Website Care & Support). It applies alongside, and does not limit, any mandatory consumer-protection rights described below.

Free quote calls

Requesting a quote and any initial scoping call are free and non-binding — nothing is charged, and there is nothing to cancel or refund, until you accept a written quote and pay the agreed deposit.

Paid consultation or diagnostic sessions

Where we bill a standalone consultation, audit or scoping session separately from a project (e.g. at the hourly rate, ahead of a full quote): you may cancel or reschedule free of charge up to 24 hours before the scheduled session. Cancellations, reschedules or no-shows with less than 24 hours’ notice may be charged 50% of the session fee, to cover the time held for you.

Fixed-price projects (deposit, milestones, cancellation)

Fixed-price project payments typically follow the schedule set out in your written quote — commonly 40% at signature, 30% at design approval, and 30% at launch:

• Before work starts. If you cancel within 3 business days of signing and before we’ve begun any scoping, design or development work, the signature deposit is refunded in full, less any third-party costs already committed on your behalf.
• After work has started. The signature deposit becomes non-refundable once work has begun, as it covers the time already committed and reserved in our schedule. If you cancel after a later milestone payment has been made, we refund the portion corresponding to work not yet delivered.
• At or after launch. Once a project has been delivered/launched, it is treated as complete and is not eligible for a refund; ordinary defect-fix/warranty terms in your proposal apply instead.
• Third-party costs. Amounts already spent on your behalf (domain registration, stock licences, plugin/theme licences, paid platform fees) are non-refundable once purchased, regardless of project stage.

Your EU right of withdrawal (14 days)

If you are a consumer (an individual acting outside a trade, business or profession) based in the EU, and you enter into a contract with us at a distance, you generally have the right to withdraw from that contract within 14 days of the day the contract is concluded, without giving any reason, under the EU Consumer Rights Directive (2011/83/EU) as implemented in the Italian Consumer Code (Codice del Consumo, Legislative Decree 206/2005).

• To exercise this right, tell us clearly (e.g. by email to support@infinity-designer.com) that you wish to withdraw, before the 14-day period expires.
• If you paid a deposit and withdraw within this period, we refund it using the same payment method you used, normally within 14 days of being informed of your decision.
• Waiver for services already begun. Because design and development work is often time-sensitive, you may expressly request that we start work before the 14-day period ends. If you do, you acknowledge that you lose the right of withdrawal once the service has been fully performed, and that if you withdraw after asking us to start but before completion, you must pay an amount proportionate to the work already supplied.
• This right applies to consumers only — engagements with businesses, sole traders acting in a business capacity, and other professional clients are governed by the fixed-price project terms above instead.

Monthly retainers (SEO & Digital Marketing, Website Care & Support)

Retainers are billed monthly, in advance, with no fixed-term lock-in — month-to-month.

• Cancelling a retainer. Give us written notice (email) at least 30 days before your next billing date; the retainer continues, and is billed, until the end of the current paid period, then stops. We don’t refund the current month already in progress once billed.
• Unused hours or scope. Care & Support hours or SEO activity not used within a billing month do not roll over and are not refunded, unless your specific plan states otherwise in writing.

How refunds are issued

Approved refunds are returned to the original payment method used, normally within 14 business days of approval. Where that’s not possible, we agree an alternative with you.

Exceptions

We may decline a refund, or offer a partial refund/credit instead, where: work has already been fully delivered and accepted; the request is made outside the timeframes above without a mandatory consumer-law right applying; or costs have already been irrevocably committed to third parties on your behalf.

Contact

For any cancellation, rescheduling or refund request: support@infinity-designer.com, or see the details on our Contact page.