At A Digital Star, we provide fast, high-quality WordPress support and development services. Many of our services involve immediate action, custom work, or time-sensitive interventions, so our refund policy is designed to be fair and transparent for both parties.
Company Details:
- Address: 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE
- Phone: 0208 983 7857
- Email: [email protected]
- Registration No: 11686704
1. General Policy
By purchasing any service from A Digital Star, you acknowledge and agree to the terms outlined in this Refund & Service Policy.
- Due to the digital and time-sensitive nature of our services, refunds are not guaranteed once work has commenced, except as expressly stated below.
- All services, including monthly subscriptions and deposits, are governed by these terms.
2. Emergency Website Fix Services
Emergency Website Fix services are non-refundable once work has started.
These services involve immediate allocation of developer time and priority resources to diagnose and resolve critical WordPress issues such as:
- White Screen of Death (WSoD)
- Database connection errors
- Plugin or theme conflicts
- Broken layouts or functionality
If we are unable to resolve the issue after reasonable troubleshooting, you may be eligible for:
- A service credit toward a future service, at our discretion.
3. Malware Removal & Security Cleanup
Malware Removal and Security Cleanup services are non-refundable once scanning or cleanup has begun.
These services involve:
- Deep file and database analysis
- Manual cleanup and hardening procedures
- Allocation of immediate developer time and expertise
If malware or security issues cannot be fully resolved due to factors beyond our control (e.g., hosting restrictions, reinfection from third-party services), we will:
- Clearly explain the limitation
- Provide recommendations or next steps
No cash refunds will be issued in such cases.
4. Speed Optimisation
Speed Optimisation services are eligible for a partial refund or service credit only if:
- No measurable performance improvement is achieved, and
- All client-side requirements (hosting access, plugin permissions, CDN access) were properly provided
Performance improvements are evaluated based on reasonable metrics such as load time reduction or Core Web Vitals improvement, not absolute scores.
5. Theme Customisation & Custom Development
Theme Customisation and Custom Development services are non-refundable once development has started.
- These services are custom-built for your website and tailored to your specific requirements.
- If you are dissatisfied:
- Minor revisions within the original scope will be provided
- Scope changes or new requirements may incur additional charges
Custom Development Deposits:
- Deposits are applied to the total quoted project cost.
- Deposits become non-refundable once work has commenced, except as stated in our Terms and Conditions.
6. Monthly Subscription Services
For Starter, Business, and Agency Support Plans:
- Monthly subscriptions are billed in advance and renew automatically.
- You may cancel at any time to prevent future billing.
- Refunds are only available for the current billing period if we fail to deliver services as outlined in your plan.
7. Cancellations Before Work Begins
- If you cancel a service before work has started, you may request a full refund within 24 hours of purchase.
- Once work has been scheduled or initiated, this policy no longer applies.
8. Chargebacks & Disputes
- Initiating a chargeback without first contacting us is a violation of this policy.
- We encourage clients to reach out directly to:
- Clarify expectations
- Address concerns
- Offer reasonable solutions where applicable
Fraudulent or abusive chargebacks may result in permanent refusal of service.
9. Contact Us
For questions about this policy or to request a refund or service credit, contact us:
A Digital Star
- Address: 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE
- Phone: 0208 983 7857
- Email: [email protected]
We are committed to fair outcomes and long-term client satisfaction.