Refund policy

Web Design Refunds Policy

Bespoke Design & Script Customisation:

If an initial deposit is requested and paid, no refund will be given if the customer cancels, unless work has not yet started. Once work has been completed according to the agreed schedule, the remaining balance will be due. As a result to the close and constant communication between Max Media IT and the customer during the design process, no refunds are issued for completed work.

Script Installation:

If the requested script has been successfully installed, no refund will be issued in the event of the customer changing their mind.

Domain Registration/Renewal Refunds Policy:

As per registrar policy, all domain name registrations and renewals are final. No refunds are given on successful domain registrations or renewals.

Web Hosting Refunds Policy

Customers may choose to cancel their web hosting account at any time. Customers submitting cancellation requests within the first 14 days of the account being activated will have their payment refunded. This is our 14 day money back guarantee. Cancellations of monthly hosting plans requested outside of the first 14 days will not receive a refund. Where payment has been made yearly we may, at our discretion, issue a pro-rated refund of any full months remaining, based on the monthly price of the appropriate plan. Max Media IT reserves the right to cancel the service at any time. In this event customers will be entitled to a pro rata refund based upon the remaining period of membership. If a customer contravenes Max Media IT terms of service a refund will not be issued in the event of a cancellation.

Complaints Procedure

Informal procedure

Anyone who experiences a problem with their web service provided by Max Media IT should raise the matter directly using our online contact form to do so, giving sufficient information to locate the material (such as an url) and clearly outlining the grounds for complaint. Max Media IT will approach the individual responsible for the material in question with a view to resolving the matter to the satisfaction of the complainant.

Formal complaints procedure

The formal complaints procedure should only be used where the complainant feels that the nature of the complaint is too serious to be dealt with informally, or where a satisfactory conclusion has not been reached after following the informal procedure. A formal complaint should be made in writing to Max Media IT, who will acknowledge receipt and ensure that the matter is looked into as soon as possible. An initial response to any complaint can be expected within seven days of its receipt; a full and considered response to the complaint should be completed within 30 days and any subsequent remedy implemented with the minimum of delay.