Refund policy

Return & Refund Policy (Global)

Effective date: August 22, 2025
Time zone: Eastern Time (Toronto)

1) Scope & hierarchy

This policy applies to all purchases on markage.ca, worldwide. If a product-specific policy (for example, Hosting or Hosting + Site) differs, the product-specific policy governs for that product. Nothing in this policy limits any non-excludable rights you may have under the consumer-protection laws of your jurisdiction.

2) Definitions

  • Service: any design, build, hosting, integration, support, advisory, ads, analytics, or training work.

  • Digital goods: templates, themes, files, or downloads.

  • Subscription: automatically recurring service/delivery billed per term.

  • First-term: your initial subscription term for a given product (not renewals).

3) Local consumer rights & cooling-off periods

Where local consumer law grants a statutory return, withdrawal, or cooling-off period for eligible consumer purchases, we will honour those rights. If local law does not provide such rights, this policy applies. Business-to-business purchases are governed by this policy.

4) Category rules

A) Hosting-only subscriptions (Standard Hosting plans)

  • 30-day first-term money-back guarantee on hosting fees only (not renewals).

  • Deductions: non-refundable third-party pass-through costs and any add-ons used.

  • After the first term or where service has been materially consumed, cancel to stop the next renewal; the current term is non-refundable.

B) Hosting + Site bundles (H1–H4)

  • 30-day first-term money-back on the hosting portion.

  • Site build/design work already delivered (scoping, design time, migrations, implemented pages) is non-refundable; if partially delivered, we may pro-rate at our discretion based on time/materials completed.

  • Third-party licences (themes, plugins, stock assets) are non-refundable once provisioned.

C) Design subscriptions (unlimited design support)

  • The current billing period is non-refundable once any request is queued or work begins.

  • If no request was submitted and no asset delivered in your first billing period, you may request a refund within 7 days of the charge; otherwise cancel to stop the next renewal.

  • Pass-through costs (stock, fonts, plugins) are non-refundable.

D) One-time services & projects (web builds, migrations, audits)

  • Deposits/retainers become non-refundable once we allocate production time or commence work.

  • If you cancel before work starts, we’ll refund in full less payment-processing fees (if any).

  • If you cancel after work starts, we can produce a completion report and may pro-rate any unused portion net of time/materials already delivered (at our discretion).

E) Digital downloads & templates

  • Final sale. Non-refundable once delivered or accessed (including via download link), except where required by law or where a verified technical defect prevents access and we cannot remedy.

F) Physical merchandise (apparel, printed goods)

  • 30-day return window from delivery for unused items in original packaging with tags; RMA required before return.

  • Exclusions: final-sale/clearance items, custom prints, worn/washed goods.

  • Defects/incorrect items: we’ll repair/replace or refund at our option after inspection.

  • Shipping: you’re responsible for return shipping unless the item is defective or we shipped the wrong item.

  • Restocking: we may apply up to a 10% restocking fee on non-defective returns.

  • Risk of loss passes to you on delivery to the carrier; please retain tracking.

G) Gift cards, vouchers & credits

  • No cash refunds for gift cards except where required by applicable law.

  • Expiry and fee rules vary by jurisdiction; we follow the applicable local framework.

5) Mistakes, duplicates & unauthorized charges

  • Duplicate charge or accidental purchase: contact us promptly. If no work started and no goods delivered, we’ll reverse the duplicate or refund the mistaken order.

  • Unauthorized charges: we may request additional information to investigate and protect account security.

6) Delivery, delays & non-delivery

If goods or services are not delivered by the agreed date (or within a reasonable period), contact us. Where local law grants additional cancellation/refund rights for non-delivery, those rights apply; otherwise, our posted timelines and this policy govern.

7) How to request a return or refund

Email support@markage.ca with:
(1) order number, (2) item(s)/service(s), (3) reason, (4) evidence where relevant (e.g., defect photos), and (5) whether you want refund, replacement, or store credit.

  • We aim to respond within 2 business days and resolve within 10 business days after receiving required information and, for merchandise, the return.

  • For approved refunds we credit the original payment method when possible; bank timelines, exchange-rate differences, and processor fees are outside our control.

8) Non-refundable items, fees & adjustments

  • Third-party pass-through costs (software, themes, plugins, stock assets).

  • Expedited/rush fees once scheduling begins.

  • Shipping charges (unless we shipped the wrong/defective item).

  • Previously waived fees if the order is later refunded for reasons not caused by us.

  • No retroactive price-matching or promotional adjustments.

9) Chargebacks & reversals

Please contact us first. Filing a chargeback or reversal on a valid charge may:

  • add a $50 investigation fee;

  • suspend services pending resolution;

  • require prepayment or alternative payment methods for future purchases.

10) Abuse prevention

We may refuse a refund/return or limit future purchases if we detect abuse (e.g., excessive returns, repeated chargebacks, fraudulent activity).

11) Relationship to other policies

This policy works with: (a) our Terms of Service, (b) Refund & Billing Policy, and (c) Purchase Options Cancellation Policy. If they conflict, the policy most specific to the product or purchase option controls.

12) Updates to this policy

We may update this policy from time to time. The version date above is the current version. Continued use of our site or services after changes take effect constitutes acceptance.

13) Contact

Questions or return requests: support@markage.ca.