Updated: 11/08/2024

Thank you for choosing Oxford Pierpont to service the needs of your business. We value each client and strive to deliver optimal outcomes on every project. To support this, we have established clear and transparent policies to set mutual expectations, including our Payment Policy and Refund Policy, which outline our approach to refunds and client satisfaction.

Refunds for Digital, Design, and Consulting Services

Web Design and Development Projects

Payments for custom web design and development projects are made in increments as a courtesy to the client. All payments and deposits are subject to the following conditions:

• Non-Refundable Deposit: All major design and development projects require a non-refundable deposit of 33% of the total project cost before work begins. This deposit is used to cover initial planning, setup, and resource allocation and is not eligible for a refund under any circumstances.
• Subsequent Payments: Additional milestone payments are eligible for refunds only if Oxford Pierpont determines, at its discretion, that we were unable to deliver a satisfactory outcome prior to the public publishing of the project. If a client is dissatisfied with the final result and Oxford Pierpont cannot make adjustments that meet reasonable expectations, the client may be eligible for a partial refund on amounts paid beyond the non-refundable deposit.
• Client-Initiated Cancellations or Postponements: If a client cancels or postpones a project, all monies paid are retained by Oxford Pierpont. If the project work completed exceeds the payments made to date, an additional fee for the work completed beyond what has already been paid will be charged to the client.

Search Engine Optimization (SEO), Internet Marketing, and Social Media Optimization

Payments for SEO, internet marketing, and social media optimization services are non-refundable. This policy includes but is not limited to:

• Non-Refundable Setup Fees: All setup fees for SEO and internet marketing services are non-refundable, as these fees are used to cover costs immediately incurred by Oxford Pierpont upon initiating services.
• Ongoing Services: Monthly fees for these services are also non-refundable, and Oxford Pierpont does not issue pro-rata refunds for payments made in advance. If a project is canceled or postponed, all monies paid are retained by Oxford Pierpont, and additional fees may apply if work completed exceeds payments made.

Consulting Services

Consulting sessions are billed at $250 per hour, unless the client is on a monthly consulting plan. Payments for consulting services are non-refundable once the session or service has been delivered. In cases where consulting services are purchased in advance, refunds for unused sessions may be available if Oxford Pierpont determines that we are unable to fulfill the services as described.

Website Hosting

Payments for website hosting services are non-refundable for past months of service. Hosting accounts are set up at the time of order, and server resources are allocated according to the purchased plan. Specific terms are as follows:

• Monthly Hosting Fees: Payments for monthly hosting services are non-refundable, even if the client does not utilize the account.
• Prepaid Hosting Plans: If a client cancels a prepaid 6- or 12-month hosting plan before the expiration date, a partial refund may be issued for the remaining months. However, if the client received free products or services as part of the hosting plan, the value of those items will be deducted from the refund.
• Termination Due to Policy Violations: Oxford Pierpont reserves the right to disable or terminate a user’s hosting account if they are found in violation of our terms. Accounts terminated due to policy violations are not eligible for refunds.

Chargebacks

If Oxford Pierpont receives a chargeback or payment dispute (e.g., PayPal Dispute) from a credit card company or bank, the client’s services and/or project will be suspended without notice. To resolve the chargeback, the following terms apply:

• Chargeback Fee: A $50 chargeback fee will be added to the client’s account to recover fees passed on to us by the credit company.
• Outstanding Balances: Any outstanding balances resulting from the chargeback(s) must be paid in full before service is restored, files are delivered, or any further work is done.
• Fraudulent Chargebacks: Initiating a chargeback or opening a dispute for a valid charge from Oxford Pierpont is considered fraud and may be subject to legal action. Instead, we encourage clients to contact us directly to resolve any billing issues. Please read and understand this refund policy before making a payment.

Conditions and Limitations on Refunds

Oxford Pierpont offers refunds in certain cases where we determine that an unsatisfactory outcome was due to our inability to deliver services to an acceptable standard. However, the following conditions apply:

• 100% Refunds: In rare and exceptional cases, Oxford Pierpont may issue a 100% refund, including the non-refundable deposit, if we conclude that a project’s unsatisfactory outcome could reasonably have been prevented by our team or if we were unable to deliver the services as described. This determination is made solely at Oxford Pierpont’s discretion.
• Limitations on Refunds for Client Actions: Refunds will not be issued in cases where dissatisfaction arises due to:
  • Misunderstandings or underestimations of the project’s requirements, scope, or complexity by the client.
  • Frequent or significant change requests that exceed the original project scope and incur additional billing.
  • Changes in the client’s financial situation, abandonment of the project, or any decision to stop payment for milestone-based projects.
• Third-Party Service Providers: In cases where clients have paid for third-party services (e.g., ads from Google or Facebook), Oxford Pierpont cannot refund any fees paid to those third-party providers, even if a discretionary refund is offered for Oxford Pierpont’s service fees. Dissatisfaction with the quality of leads, ad performance, or other third-party outcomes remains the responsibility of the client and the third-party provider. Clients are encouraged to review the terms and policies of any third-party provider before proceeding with such services.
• Discretionary Refunds: All refunds, when applicable, are evaluated and granted solely at Oxford Pierpont’s discretion, based on our internal assessment of whether the negative outcome could have been avoided through our actions or internal processes.

Client Satisfaction and Dispute Resolution

Oxford Pierpont is committed to client satisfaction and encourages open communication throughout each project. If clients have any questions or concerns regarding billing or project outcomes, they are encouraged to contact us directly. Our team will make every reasonable effort to address concerns and adjust our work to meet expectations within the scope of the project.

For billing inquiries, clients can contact Oxford Pierpont’s support team at:

• Email: support@oxfordpierpont.com
• Phone: 1-844-834-3458

Our support team is available during regular business hours to assist with any inquiries related to billing, payments, and refunds.

This updated Refund Policy clarifies Oxford Pierpont’s approach to refunds, outlines specific conditions for various services, and sets clear expectations for clients regarding payments, cancellations, and project completion. We encourage clients to review this policy carefully and contact us with any questions prior to engaging our services.