Return & Refund Policy
We are committed to client satisfaction. This policy outlines our fair and transparent approach to refunds across all services.
Summary: If a project has not yet started, your deposit is fully refundable. Once work has begun, refunds are calculated proportionally based on the work completed. Fully delivered and accepted projects are non-refundable. We always aim to resolve issues through revision rounds before any refund discussion.
1. Our Commitment to Client Satisfaction
At Optimum Web Solution, we are committed to delivering high-quality work that meets your requirements and exceeds your expectations. Before any refund is considered, we will always first attempt to resolve your concerns through additional revisions, design alternatives, or alternative solutions. We encourage clients to raise concerns early so we can address them promptly within the project scope.
If you have a concern about any deliverable, please contact us at contact@optimumwebsolution.com — we respond within 24 hours and will work with you to find a fair resolution.
2. Payment Structure
Our standard payment structure for most projects is:
- 50% deposit — required before project work begins
- 50% balance — due upon project completion and client approval, before final files or website access are released
For larger projects (over $3,000 USD), milestone-based payment schedules may be arranged and agreed in writing at the start of the project. All payment terms are stated clearly in our project agreement before any work commences.
3. Refund Eligibility by Project Stage
Stage 1: Before Work Begins (100% Refundable)
If you request a cancellation before any work has commenced — typically within 48 hours of paying your deposit and before discovery/planning has started — you are entitled to a full refund of your deposit. No questions asked.
Stage 2: Work In Progress (Partial Refund)
If you request a cancellation after work has begun but before the project is fully completed, you are entitled to a partial refund calculated based on the percentage of work not yet completed. For example, if 60% of the project has been completed and delivered, a refund of approximately 40% of the total project cost will be provided. The completed work assessment is documented with deliverable evidence.
Stage 3: Project Delivered and Accepted (Non-Refundable)
Once a project has been fully delivered, the client has approved or accepted the deliverables (either explicitly or by not raising concerns within the review period), and final payment has been made, no refund is available. This applies regardless of any subsequent change in the client's business direction or requirements after delivery.
4. Service-Specific Refund Terms
Web Development & Design:
Refunds follow the stage-based structure above. We provide up to three (3) rounds of revisions per project milestone. If you are genuinely dissatisfied after all revision rounds and we cannot resolve the issue, a partial refund based on incomplete deliverables may be considered at our discretion.
Digital Marketing & SEO:
Monthly retainer services may be cancelled with 14 days written notice before the next billing cycle. Work already completed during the billing period is non-refundable. We cannot guarantee specific search ranking positions (no reputable SEO provider can), and failure to achieve a specific ranking does not constitute grounds for a refund.
Lead Generation:
Lead lists, outreach campaigns, and CRM setup work that has been delivered and accepted are non-refundable. If delivered lead data is found to contain significant inaccuracies (over 20% of contacts unverifiable), we will replace or supplement the data at no additional charge.
Software & Custom Development:
Custom software, web applications, and bespoke development projects follow the stage-based refund structure. All functional requirements and acceptance criteria are agreed in writing before work begins, and deliverables are assessed against these agreed criteria.
Subscription / Maintenance Plans:
Monthly maintenance plans may be cancelled at any time. No refund is provided for the current month's service already rendered. Prepaid annual plans are refundable on a prorated basis for unused months.
5. Revision Policy
All projects include a defined number of revision rounds as agreed in your project scope. Standard inclusions are:
- Website design: up to 3 revision rounds per design section
- Logo / brand identity: up to 3 revision rounds
- Written content: up to 2 revision rounds per page
- Software / web app features: revisions within the agreed scope of work only
Revisions that fall outside the agreed project scope (new features, additional pages, significant direction changes) are quoted and charged separately as change requests. Extensive out-of-scope revision requests do not constitute grounds for a refund.
6. How to Request a Refund
To request a refund, please follow these steps:
- Email us at contact@optimumwebsolution.com with the subject line "Refund Request – [Your Project Name]"
- Include your name, project name, invoice number, reason for the refund request, and any supporting details
- We will acknowledge your request within 2 business days and provide a written response within 10 business days
- Approved refunds will be processed within 7 business days via the original payment method
7. Dispute Resolution
We are committed to resolving all client concerns fairly and professionally. If you are dissatisfied with our services or our refund decision, we encourage you to contact us directly. We will always seek a mutually acceptable resolution before any formal dispute process. Any disputes arising from our services are governed by the laws of Bangladesh.
8. Contact for Refund Enquiries
- Email: contact@optimumwebsolution.com
- Phone / WhatsApp: +880 1903716765
- Address: 47 DIT Ave, Dhaka 1000, Bangladesh