Refund policy
Built With Emily — Return, Refund & Cancellation Policy
Last updated: September 2026
Built With Emily provides custom creative, branding, e-commerce, design, strategy, and business-support services. Because services are personalized to each client and project time is specifically reserved upon purchase, all payments are final and non-refundable except where a refund, cancellation, or other remedy is required by applicable law.
1. Custom Services Are Non-Refundable
Once a service, package, project, or deposit has been purchased, Built With Emily does not provide refunds, returns, exchanges, credits, or cancellations due to a client’s change of mind.
This includes, without limitation:
- Branding and logo design
- Brand identity services
- Shopify and website design or setup
- Graphic design
- Social media design
- Content planning
- Launch strategy
- E-commerce services
- Business and brand strategy
- Product launch support
- Email marketing design or copy
- Custom project work
- Project deposits or retainers
- Any other personalized creative service
By purchasing a service, the client acknowledges that Built With Emily reserves project availability, allocates time, begins administrative and creative preparation, and may decline other work based on that booking.
2. Change of Mind
A refund will not be provided because the client:
- Changes their mind
- Changes their business name or business direction
- Decides not to launch or continue the business
- Finds another service provider
- No longer needs the service
- Experiences financial difficulties
- Does not like a creative direction after previously approving it
- Fails to provide requested information or materials
- Fails to respond to communication
- Delays the project
- Abandons the project
Nothing in this section limits any cancellation or refund right that cannot legally be waived.
3. Project Intake and Start Dates
After purchase, the client may be required to complete a questionnaire and provide materials necessary to begin the project.
This may include:
- Business information
- Written copy
- Product information
- Images
- Logos or existing brand assets
- Shopify access
- Domain information
- Social media links
- Inspiration or reference material
- Other information reasonably required to complete the service
A project is not considered started for scheduling purposes until Built With Emily has received all information reasonably required to proceed.
Estimated timelines are estimates only unless Built With Emily expressly agrees in writing to a guaranteed completion date.
4. Client Delays and Abandoned Projects
The client is responsible for responding to requests and providing required materials in a timely manner.
If a client fails to respond or provide required information for 30 consecutive days, Built With Emily may place the project on hold.
If there is no meaningful client communication for 60 consecutive days, Built With Emily may consider the project abandoned.
Payments already made for an abandoned project remain non-refundable, except where otherwise required by law.
Reactivation of an abandoned project may be:
- Subject to Built With Emily’s current availability
- Scheduled at a later date
- Subject to a reactivation fee
- Subject to updated pricing if the original project scope or pricing is no longer available
5. Scope of Work
Each purchase covers only the deliverables specifically described in the service listing, proposal, invoice, or written agreement.
Requests outside the original scope may require additional fees.
Examples of additional scope may include:
- Additional pages
- Additional logo concepts
- Additional products
- Additional graphics
- Additional revisions
- New creative directions
- Custom coding
- Additional integrations
- Additional written copy
- Extra meetings or consulting
- Work requested after final approval
Built With Emily is not required to perform work outside the agreed scope without additional payment.
6. Revisions
The number of included revisions is stated in the applicable service description.
A revision means a reasonable adjustment to an existing concept or deliverable.
A revision does not include:
- Starting the project over
- Developing an entirely new concept
- Changing the business name
- Changing the agreed creative direction
- Changing the target audience
- Replacing previously approved work
- Expanding the original project scope
Additional revisions may be billed separately.
7. Client Approvals
Clients are responsible for reviewing work carefully before giving approval.
Once a design, concept, layout, copy, website section, or other deliverable has been approved, later changes may be considered additional work and may require an additional fee.
Final approval confirms that the client accepts the deliverable in its presented form, subject to any rights that cannot legally be excluded.
8. Final Deliverables
Built With Emily will provide the deliverables specifically included in the purchased service.
Unless expressly stated otherwise, editable working files, source files, internal drafts, unused concepts, templates, research notes, and development files are not automatically included.
Once final digital deliverables have been supplied, they cannot be returned.
9. Digital Products and Questionnaires
Any downloadable file supplied after checkout — including intake documents, questionnaires, guides, templates, or onboarding materials — forms part of the service process.
Accessing or downloading these materials does not independently eliminate any legal rights that apply under Ontario or other applicable consumer legislation.
10. Shopify, Websites and Third-Party Platforms
Built With Emily may provide services using third-party platforms including Shopify, Google, Canva, social media platforms, domain providers, apps, plug-ins, and other software.
Built With Emily is not responsible for:
- Third-party outages
- Platform changes
- App incompatibilities
- Account suspensions
- Changes to third-party pricing
- Domain issues outside Built With Emily’s control
- Shopify or social-media policy changes
- Third-party data loss
- Third-party technical failures
Any third-party subscription, app, theme, domain, transaction, or software fees are the client’s responsibility unless expressly included in writing.
11. Custom Coding and Technical Development
Unless expressly agreed in writing, Built With Emily provides theme-based design, setup, branding, creative direction, and related services, not custom software engineering or advanced custom development.
Any advanced coding, custom applications, complex integrations, or specialist development may require an outside developer and additional fees.
12. Client-Supplied Content
The client represents that they have the legal right to use all content supplied to Built With Emily, including:
- Images
- Logos
- Photographs
- Fonts
- Illustrations
- Written content
- Trademarks
- Product images
- Music
- Videos
- Other intellectual property
Built With Emily is not responsible for claims arising from materials supplied or directed for use by the client.
13. Accuracy and Legal Compliance
The client is responsible for reviewing and approving all business information, prices, product descriptions, claims, policies, legal statements, spelling, contact information, and other final content before publication.
Built With Emily does not provide legal, accounting, tax, regulatory, or financial advice.
Any templates, policy wording, or business information provided by Built With Emily should be reviewed by an appropriate professional where required.
14. No Guarantee of Business Results
Built With Emily does not guarantee:
- Sales
- Revenue
- Profit
- Followers
- Engagement
- Website traffic
- Search rankings
- Conversion rates
- Business growth
- Customer acquisition
- Trademark registration
- Business success
Creative, branding, marketing, and e-commerce services can support a business, but results depend on many factors outside Built With Emily’s control.
15. Portfolio Rights
Unless otherwise agreed in writing, Built With Emily may display completed public-facing work in its portfolio, website, social media, promotional materials, and case studies after the work or business has been publicly released.
Confidential information will not knowingly be disclosed.
A client may request confidentiality before the project begins, and any agreed restriction should be confirmed in writing.
16. Cancellation by Built With Emily
Built With Emily may suspend or terminate a project where reasonably necessary, including for:
- Non-payment
- Abusive, threatening, discriminatory, or inappropriate conduct
- Fraud or suspected fraud
- Repeated failure to communicate
- Requests for unlawful or infringing work
- Material breach of agreed terms
- Circumstances that make completion reasonably impossible
Any refund entitlement in such circumstances will depend on the work completed, amounts earned or incurred, the reason for termination, the written agreement, and applicable law.
17. If Built With Emily Cannot Complete the Service
If Built With Emily is unable to complete a purchased service for reasons attributable solely to Built With Emily, the client will be contacted to determine an appropriate remedy.
Depending on the circumstances, this may include:
- Rescheduling
- Modification of the project
- Credit toward another service
- Partial refund
- Full refund of the portion of services that cannot be provided
Any remedy required by applicable law will be honoured.
18. Chargebacks and Payment Disputes
Clients are encouraged to contact Built With Emily first regarding any billing or project concern.
Initiating a chargeback does not automatically cancel the client’s contractual obligations.
Built With Emily may provide the payment processor with relevant records, including:
- Order confirmation
- Service description
- Client questionnaire
- Communications
- Project drafts
- Approvals
- Delivery records
- Login or download records where available
- Applicable policies and terms accepted at checkout
Nothing in this section prevents a client from exercising legitimate rights with their payment provider or under applicable law.
19. Limitation of Liability
To the maximum extent permitted by applicable law, Built With Emily will not be liable for indirect, incidental, special, consequential, or purely economic losses arising from the use of its services, including lost revenue, lost profits, lost business opportunities, loss of data, or third-party platform issues.
To the maximum extent permitted by law, Built With Emily’s aggregate liability relating to a particular project will not exceed the amount actually paid to Built With Emily for that project.
This limitation does not apply where liability cannot lawfully be limited or excluded.
20. Consumer Rights
Nothing in this policy is intended to exclude, restrict, or waive any right or remedy that a consumer has under applicable law and that cannot legally be waived.
Ontario law imposes disclosure and contracting requirements on certain online consumer agreements, and consumers may have statutory cancellation remedies where those requirements are not met.
21. Agreement to This Policy
By purchasing a service from Built With Emily, the client confirms that they have had the opportunity to:
- Review the service description
- Review the price
- Review the included deliverables
- Review this Return, Refund & Cancellation Policy
- Correct any checkout errors before submitting payment
- Accept or decline the purchase
Providing customers with clear pre-purchase information and an express opportunity to accept or decline is especially important for Ontario internet agreements.
Contact
Questions regarding this policy may be sent to:
Built With Emily
builtwithemily.co@gmail.com