Refund and Cancellation Policy

This policy is from Alvaro Reinoso, doing business as Launch Studio by KokiHQ, and is part of our Client Service Agreement. Questions? Email ops@kokihq.com. Prefer the short version? See Pricing, explained.

1. Our pricing, plainly

Your website has two parts: a one-time setup (we design and build your site) and a maintenance subscription (hosting, security, backups, support and edits).

• Monthly gives you the most flexibility. Cancel any time.
• Yearly is the best value: no setup fee, and 12 months for the price of 10. The last 2 months (months 11 and 12) are free.
• The only discount is for paying the year upfront. There are no other promotions, payment plans or financing.
• There are no cancellation fees, penalties, buyouts or surprise charges on either option.

2. When your service starts

We build first; your service term starts when your website launches.

• Your service term (your first service month) begins on the date your website goes live, not while we are still building it.
• Monthly option: the setup fee is charged when you authorize us to begin, and your monthly subscription starts on your launch date.
• Yearly option: the yearly payment is charged when you authorize us to begin, and your 12-month service year starts on your launch date.

We begin building only when you're ready. We start the initial build only after you have:

1. completed onboarding,
2. provided the materials and access we need, and
3. given us written authorization to begin.

"Written authorization" means any of these: a signed agreement, a completed onboarding form, an approval in your client portal, or an email confirming we can start.

Build timeline. We normally launch your site within 7 days after we receive your complete materials and your authorization to begin.

If we don't hear from you.

• We'll send you reminders while we wait for your information and photos.
• If you haven't shared your materials within 60 days of payment, we automatically refund what you paid in full and close the project. You don't need to ask. "Shared your materials" means you've submitted the onboarding form with your business details, services, and photos (or a link to them). We send reminders on days 7, 30 and 50; if nothing has arrived by the end of day 60, the refund is issued on day 61 to your original payment method.
• You're welcome to sign up again later; a new project starts from the beginning.
• Projects don't stay open forever.

Two approvals. Before we build your full site, you approve the design direction (design approval). Before your site goes live, you check and approve the final site: spelling, services, phone, forms and photos (launch approval). If you want a different design direction, we agree it with you at the design-approval step before the main build starts; larger redesigns after design approval are quoted separately. The number of design rounds is agreed with you for your project at design approval.

The setup fee: it is refundable in full if you cancel within 14 days of paying it and before we begin initial build work. Once build work has begun, it is not refundable, except for a verified billing error (see §10). For the yearly plan, see §6.

3. What every plan includes

All plans include:

• website design and build within your plan's scope: up to 3 pages (Essentials), 6 pages (Growth) or 9 pages (Pro); more pages are quoted;
• hosting;
• SSL / security certificate;
• routine backups;
• email support during business hours: Monday–Friday, 9 am–5 pm Eastern (ops@kokihq.com);
• basic SEO setup: page titles, meta descriptions, local-business details and a sitemap;
• website edits: unlimited small edits on the yearly option; monthly edit credits on the monthly option (see §4);
• routine website maintenance.

Not included:

• business email;
• domain registration fees;
• paid advertising;
• advanced SEO;
• third-party fees;
• anything outside your plan's scope, unless separately agreed.

Google Business Profile: not included at this time (we plan to offer it after our initial rollout). There is no ongoing management, review responses, posts, advertising or ranking guarantee unless separately purchased.

Your domain is yours. You own and register your domain name. We connect it to your website, but we never become the owner or registrant of your domain.

No results promises. We do not promise search rankings, traffic, leads, revenue, Google placement or any business result.

4. Website edits

Yearly option: unlimited small edits (fair use)

Small edits have no monthly limit. Examples: updating text or hours, changing a phone number or address, swapping or adding photos, adding reviews, a short announcement, or updating a service description.

Monthly option: edit credits

What a request costs

How we keep it fair

• We tell you the credit cost before we start. If you don't agree, we don't do the work and nothing is used.
• Our mistakes are free: anything we got wrong, anything broken, and anything security- or hosting-related never uses credits.
• Urgent notices (e.g., "Closed today for weather") cost 1 credit and are done the same business day when received by 2 pm Eastern.
• Unused credits roll over for 1 month (you can hold up to 2 months' worth), then expire. Rollover credits end when the plan ends.
• Extra credits: $12 each, or 5 for $50. They never expire while your plan is active.
• Every reply shows your balance, so there are no surprises.
• Switch to yearly anytime for unlimited small edits; we'll credit the unused part of your current month toward the yearly price.

Both options

Turnaround: Essentials within 3 business days, Growth within 2 business days, Pro by the next business day, after we receive everything needed.

Fair use means normal upkeep of your site. It doesn't cover rebuilding the site one small edit at a time, or a volume of requests far beyond typical use. If requests go beyond that, we'll talk with you first.

Separate quote or agreement required for larger work: new pages beyond your plan, new features, full redesigns, custom software, ecommerce, paid advertising, advanced SEO, third-party fees, and anything outside your plan's scope. We'll tell you if a request is separate work, and what it costs, before starting.

5. Refunds: monthly option

You can get a refund for your current billing month only if both of these are true:

1. your request arrives within 14 calendar days of that month's charge, and
2. no qualifying work has been requested, started, scheduled or performed for you during that billing period.

Qualifying work means work done specifically for you: the website build, edits, publishing, troubleshooting, support you requested, consultations, manual maintenance, content work, SEO work, technical setup, integrations, or similar client-specific work.

Not qualifying work: automated hosting, SSL coverage and routine automated backups alone. These won't stop you from getting this current-month refund.

Your first billing month. Your first billing month begins on your launch date, and launch includes publishing your site. Publishing your site counts as qualifying work, so the first billing month is not refundable once your site has launched.

When a refund isn't available:

• once qualifying work begins, the current month is not refundable;
• after 14 calendar days, the current month is not refundable;
• previous billing months are never refunded, even if you didn't use the service.

You can still cancel at any time, even when a refund isn't available (see §7).

Billing errors are always fixed: verified duplicate charges, unauthorized charges, or KokiHQ billing errors are corrected regardless of these time limits (see §10).

6. Refunds: yearly option (setup free, 2 free months at the end)

How it works. You pay for 10 months and get 12, and we waive the setup fee. The 2 free months are a completion benefit: they're the last two months of your service year (months 11 and 12).

Before we start: full refund. If you ask within 14 calendar days of your yearly payment and before we begin initial build work, you get a full refund.

Cancelling later: cancel any time, with no cancellation fee. We never charge the waived setup fee if you leave early. If you cancel after build work has begun but before finishing your service year:

• we refund only your unused paid months;
• the month in which you cancel counts as used and isn't prorated;
• the 2 free months are not refundable, transferable, or redeemable for cash, and apply only once you've completed the first 10 service months.

Refund formula

• After 10 completed or started service months, no refund remains. Months 11–12 are your free months.
• Cancelling during the build, before launch: the build period counts as 1 started service month, so the refund = yearly payment − 1 month's rate.

Example

• A Growth client pays $1,000 for the year.
• They use 4 service months and cancel before the 5th begins.
• We keep 4 × $100 = $400 and refund $600.
• No setup fee is charged.

7. How to cancel

You can cancel at any time, online, with no phone call and no sales conversation:

• email ops@kokihq.com with the subject "Cancel – your business name".

What happens when you cancel:

• Cancelling stops all future renewals and charges.
• Monthly option: your service stays active through the end of the billing month you've already paid for.
• Yearly option with a refund: your service stays active through the end of the month in which you cancel, unless we agree otherwise in writing.

Renewals:

• Monthly option: renews each month until you cancel.
• Yearly option: renews automatically for another year at the same price ($500 / $1,000 / $1,500; no setup fee). We email you a reminder 30 days before the renewal date, and you can cancel any time before it renews.

Any renewal price and term will be clearly shown before checkout.

7a. Missed payments

If a renewal payment fails, we work with you before anything changes:

• Pay at any time before the account is closed and we restore your service promptly.
• Your domain always stays yours.
• A payment dispute or chargeback moves your account to a personal review by KokiHQ; nothing is deleted automatically.
• A failed payment is not a cancellation, and cancelling is not a failed payment: cancelling stops future renewals with no fee (§7); a failed payment is a balance due for a period that has already started.
• Yearly plans: this applies only at renewal, not during a prepaid year.

8. After your service ends

• Your domain always remains yours.
• 30-day transfer window: for 30 calendar days after your service ends, you can request:
  • a download of your transferable website files and the content you provided, or
  • paid help moving your site to another host: quoted on request.

What transfers and what doesn't

• After the 30-day window, we may permanently delete hosted site files and account data, subject to any legal retention requirements.
• Refunded before work started? Then there are no site files or build work to transfer.

9. How to request a refund

• Where: email refund requests to ops@kokihq.com.
• What to include:
  • your name;
  • business name;
  • account email;
  • website address;
  • that you're cancelling;
  • the reason for the refund.
• How you get paid back: approved refunds go back to your original payment method whenever possible. They're processed within 5–10 business days; your bank may take a few extra days to show the credit.
• Fair use: we may decline refund requests that are clearly abusive, such as repeated sign-up-and-refund cycles or a chargeback filed for an amount we have already refunded. This does not limit any rights you have under applicable law.

10. Billing errors

If we charge you twice, charge you without authorization, or make any billing mistake, tell us and we'll correct it in full once verified, no matter how much time has passed.

11. Governing law and venue

This policy is governed by the laws of the State of Georgia. Any dispute will be handled in the courts of Dodge County, Georgia. Please contact us first; most issues can be sorted out quickly by email.

Frequently asked questions

Can I cancel anytime? Yes, online or by email, with no fees, penalties or calls. Cancelling stops future charges. On the monthly option your site stays live through the month you've paid for.

What happens to my site if I cancel? It stays live until your paid service ends. You then have 30 days to ask for a download of your site files and your content, or for paid help moving to another host. After that we may delete it. Your domain is always yours.

Can I get a refund?

• Setup and yearly payments: a full refund within 14 days if we haven't started building.
• Monthly: yes, for your current month, if you ask within 14 days of the charge and we haven't done any work for you that month. Past months aren't refunded.
• Yearly, after that: we refund your unused paid months.
• Billing mistakes are always fixed.

Why is the yearly option cheaper? Paying for the year upfront means we waive the setup fee and you get 12 months for the price of 10. The 2 free months are months 11 and 12, so they apply once you complete your first 10 months. If you cancel earlier, we refund your unused paid months instead, and we never charge the waived setup fee.

Do I keep my domain? Always. You register and own it; we only connect it to your website.

Is there a limit on edits? On the yearly option, small edits are unlimited (fair use). On the monthly option you get edit credits each month: 4 / 8 / 12 depending on your plan, where 1 credit covers up to 3 small changes on one page. Unused credits roll over for a month, our mistakes never use credits, and we always tell you the cost before starting. Bigger work is quoted.