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Lily Jumper Refund and Cancellation Policy

Last Updated: June 27, 2025


Understanding Our Service-Based Business


As a professional service provider, Lily Jumper delivers custom work, strategic consultation, and time-intensive development. Unlike physical products, our services cannot be "returned" once delivered. This policy outlines fair practices for both clients and our business.


1. Consultation and Planning Phase Refunds


Free Initial Consultations:

  • All initial strategy consultations are provided at no charge

  • No refund necessary as no payment is collected

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Paid Strategy Sessions:

  • Full refund available if cancelled within 24 hours of scheduling

  • 50% refund if cancelled more than 48 hours before scheduled session

  • No refund for sessions cancelled within 48 hours or no-shows

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2. Website Design Project Refunds


Before Work Begins (Contract Signed, Deposit Paid):

  • Full refund of deposit minus 3% processing fee if cancelled within 48 hours

  • After 48 hours: 10% administrative fee deducted from refund

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After Work Begins (Discovery/Planning Phase):

  • Refund of remaining balance minus work completed at hourly rate ($125/hour)

  • Minimum 25% of total project cost retained for planning and research completed

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After Design Concepts Presented:

  • Client receives all work completed to date

  • Refund calculated as: Total paid minus (hours worked × $125) minus 20% project management fee

  • Minimum 50% of total project cost retained

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After 75% Project Completion:

  • No refund available

  • Client receives all completed work and files

  • Final payment still due upon project delivery

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3. Business Launch Support Refunds


Coaching and Consultation Services:

  • Sessions cannot be refunded once delivered

  • Unused prepaid sessions may be refunded with 30 days notice

  • Package refunds prorated based on sessions completed

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Launch Materials and Setup:

  • Custom work (logos, branding) cannot be refunded once delivered

  • Technical setup services cannot be refunded once implemented

  • Unused portions of multi-service packages may qualify for partial refund

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4. Website Optimization Refunds


Analysis and Audit Services:

  • No refund once analysis is delivered

  • Reports and recommendations have permanent value

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Implementation Services:

  • Work completed cannot be refunded

  • Remaining work may be cancelled with no additional charges

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5. Emergency Cancellation Circumstances


We understand that emergencies happen. Full refunds may be considered for:

  • Serious illness or family emergency (documentation required)

  • Business closure due to circumstances beyond client control

  • Force majeure events preventing project completion

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Emergency refund requests must be submitted within 30 days of the qualifying event.


6. What's NOT Eligible for Refunds

  • Change of mind after work has begun

  • Dissatisfaction with delivered work that meets agreed specifications

  • Delays caused by client's failure to provide materials or feedback

  • Third-party costs (hosting, domains, licensing fees)

  • Work completed according to approved designs and specifications

  • Training sessions that were attended

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7. Refund Process and Timeline
How to Request a Refund:

  1. Email refund request to eileen@lilyjumper.com

  2. Include project details and reason for cancellation

  3. Provide any required documentation

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Processing Timeline:

  • Refund eligibility determined within 5 business days

  • Approved refunds processed within 10 business days

  • Refunds issued to original payment method

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What You Receive:

  • All completed work files and materials

  • Detailed invoice showing work completed and costs

  • Access credentials for any accounts created

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8. Dispute Resolution
If you disagree with our refund determination:

  • Request a review via email within 30 days

  • Provide additional context or documentation

  • Final decision will be communicated within 10 business days

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Alternative Resolution:

  • Mediation through local business dispute resolution services

  • Credit toward future services instead of cash refund

  • Extended timeline for project completion

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9. Quality Guarantee


Our Commitment: 

While we cannot offer unlimited refunds, we guarantee:

  • Professional quality work that meets industry standards

  • Delivery of all promised services and materials

  • Responsive communication throughout the project

  • Training and support as outlined in your agreement

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If we fail to meet these standards, we will work with you to make it right.


10. Third-Party Services


Services we cannot refund:

  • Domain registration fees

  • Hosting setup costs

  • Third-party software licenses

  • Payment processor setup fees

  • Marketing platform subscriptions

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These costs are passed through at cost and governed by the third-party provider's refund policies.


11. Modifications to This Policy

  • This policy may be updated to reflect business changes

  • Clients will be notified of material changes via email

  • Policy in effect at time of service agreement governs each project

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12. Contact Information
For refund requests or questions:
Email: eileen@lilyjumper.com
Phone: (843) 580-3779
Subject Line: "Refund Request - [Your Project Name]"


Include in your request:

  • Client name and contact information

  • Project details and agreement date

  • Reason for cancellation/refund request

  • Preferred resolution

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This Refund and Cancellation Policy works in conjunction with your signed Service Agreement and our Terms and Conditions.

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