1. Refund Eligibility Window
Refund requests must be submitted in writing within 14 calendar days of the transaction date, unless a different refund window is explicitly stated in writing for a specific product/service. Refund requests must be emailed to support@thevalleylist.com.
“Transaction date” means the date of purchase of a product or service and may include the date on which TVL processes a renewal for recurring services. Refund eligibility for renewals is governed by Section 1 (Renewals and Refund Window) and by the applicable service terms.
Renewals and Refund Window: The 14-day refund window applies only to new purchases. Renewals are non-refundable once processed, unless required by law or explicitly stated otherwise in writing for a specific service. To avoid renewal charges, recurring services must be canceled in accordance with the cancellation notice requirements stated in TVL’s Terms & Conditions (generally at least 30 days before renewal).
You may cancel a product or service at any time. However, refunds are issued only if the request is made within the applicable refund window and the item is eligible for a refund under this policy.
2. Products/Services Eligible for Refund (Within the Refund Window)
The following may be eligible for a refund if canceled within the 14-day window and if TVL has not yet incurred non-recoverable costs:
- Cloud Hosting (excluding pass-through fees and non-refundable third-party charges)
- Theme/Plugin License (eligible only if TVL has not purchased, provisioned, or incurred any third-party charge on the client’s behalf)
- Development Labor (uncompleted)
- Design Labor (uncompleted)
- Advertising Budget (eligible only for unspent media budget; management labor is non-refundable if completed)
“Cloud Hosting” refers to shared/cloud hosting plans. “Server Hosting” refers to dedicated server/VPS infrastructure.
2.1. Definition: “Uncompleted” vs. “Completed” Labor
- Uncompleted labor means work that TVL has not yet performed as of the time TVL receives the written refund request. Uncompleted labor may still be non-refundable to the extent resources were scheduled or third-party costs were incurred.
- Completed labor means work that has been performed, delivered, or otherwise made available to the client (including, without limitation: design drafts, development changes pushed to a dev/staging/production environment, configuration completed, troubleshooting performed, meetings/calls held, research performed, project management time, client communication time, and any work performed in response to client requests). Completed labor includes work performed even if the client has not reviewed, approved, or responded to the deliverable, and even if the deliverable is pending Client feedback, scheduling, or internal decision-making.
If a refund is approved for uncompleted labor, the refund is limited to the portion of fees attributable to uncompleted labor only. All completed labor remains billable and non-refundable. - No Refund for Dissatisfaction With Completed Work.
Refunds are not provided for completed labor based solely on subjective dissatisfaction, change of mind, or change in business direction. If Client has concerns about deliverables, Client should submit a written dispute in accordance with TVL’s billing dispute notice requirements as described in TVL’s Terms & Conditions and invoice terms.
2.2 Pass-Through Costs (Not Refundable Once Incurred)
Refunds do not apply to pass-through costs once TVL has purchased, renewed, processed, or otherwise incurred the cost on the client’s behalf. Pass-through costs include, without limitation: domains, domain renewals, hosting renewals, email services, licenses/subscriptions, third-party services, shipping, and hardware. If a refund is approved for an eligible service, any non-refundable pass-through costs will be deducted from the refund amount.
3. Products/Services Not Eligible for Refund
The following are not eligible for refunds:
- Redemption fees
- Processing fees
- Domain name renewals
- Domain name transfers
- Microsoft Exchange email
- Google Workspace email
- Server hosting (only refundable if purchased in advance and canceled before service begins, and only to the extent TVL can recover fees from upstream providers)
- Development labor (completed)
- Design labor (completed)
- Project management labor
- Client communication labor
4. No Refunds for Policy Violations
Any products or services suspended, canceled, or terminated due to abusive usage, prohibited use, or any violation of TVL’s Terms & Conditions or policies are not eligible for a refund.
5. Refund Abuse
Refunds are intended to address accidental purchases or the selection of an incorrect service. TVL may decline refund requests that appear abusive or repetitive (for example: repeatedly purchasing the same service and requesting repeated refunds, or purchasing in bulk with repeated refund requests).
6. Chargebacks and Payment Disputes
If TVL records a decline, chargeback, ACH reversal, payment dispute, suspected fraud, or other rejection of payment on your account, this is considered a breach of your payment obligations.
TVL may pursue available lawful remedies to obtain payment, which may include suspension or termination of services, withholding deliverables/transfers, disabling credit-card payment options for your account, and/or disabling access to services provided.
TVL may also incur processing fees, administrative time, and third-party costs in responding to chargebacks. You agree to pay all applicable amounts owed, including any fees and expenses incurred by TVL and/or third parties as a result of the chargeback or dispute, as permitted by law and as described in TVL’s Terms & Conditions.
6.1 Restoring Service After a Chargeback
Service and/or credit card checkout may remain restricted until the matter is resolved, which may include verification of the payment method and payment of all outstanding balances and applicable fees.
Cases involving credible evidence of criminal fraud (for example, compromised card details used without authorization) may result in permanent termination without reinstatement.
6.2 Contact Us Before Filing a Chargeback
If you have questions or concerns regarding a payment made to TVL, please contact our Support team before filing a chargeback or reversal. Filing an unwarranted or erroneous chargeback may result in suspension of services, liability for applicable fees, and repayment of amounts owed.
TVL reserves the right to dispute any chargeback by providing relevant documentation demonstrating authorization of the transaction and use of the services provided.