Refund Policy

Last updated: July 10, 2026

At Ecomholders, we want every client to feel confident when purchasing our Shopify design and ecommerce creative services.

This Refund Policy explains when refunds may be available, how cancellation requests are handled, and the conditions of our advertised 60-day money-back guarantee.

1. Digital and Custom Services

Ecomholders provides customised digital services, including Shopify product-page design, custom sections, product images, copywriting, theme customisation, and related ecommerce work.

Because our services are created specifically for each client, refund eligibility depends on factors such as:

• Whether work has started

• How much work has been completed

• Whether drafts or final deliverables have been provided

• Whether the delivered work matches the agreed project scope

• Whether revisions have been requested

• Whether we have been given a reasonable opportunity to fix the issue

Nothing in this Refund Policy limits any mandatory consumer rights that may apply under applicable law.

2. Cancellation Before Work Begins

You may request a full refund if:

• We have not started research, design, development, copywriting, or any other project work

• No draft or deliverable has been created

• We have not incurred any non-refundable third-party costs

Payment-processing, transfer, or currency-conversion fees that are not returned to us may be deducted where permitted by law.

3. Cancellation After Work Begins

If work has already started, a full refund may not be available.

We may deduct a reasonable amount for work already completed, including:

• Research

• Planning

• Design concepts

• Product-page sections

• Written copy

• Product images or graphics

• Custom code

• Meetings or consultations

• Third-party costs

• Time spent completing the project

Any remaining eligible balance may be refunded at our discretion and in accordance with applicable law.

4. The 60-Day Money-Back Guarantee

Refund requests under our 60-day money-back guarantee must be submitted within 60 calendar days of the original payment date.

To be considered under the guarantee:

• The service must have been purchased directly from Ecomholders

• You must clearly explain why the service did not meet the agreed written scope

• You must provide relevant screenshots, links, or examples when reasonably requested

• You must have provided accurate project information and all required materials

• You must have provided the access needed to complete the project

• You must allow us a reasonable opportunity to fix material issues through revisions

• You must not have breached our Terms and Conditions

• The request must not involve fraud, abuse, chargeback manipulation, or dishonest conduct

Submitting a request within 60 days does not automatically guarantee a full refund.

Each request will be reviewed based on the project scope, work completed, deliverables provided, client cooperation, and the reason for the request.

5. Revision Before Refund

Where the issue can reasonably be corrected, we may first offer revisions.

Examples include:

• Incorrect text

• Missing agreed sections

• Layout issues

• Mobile-display problems

• Design details that do not match the agreed brief

• Minor coding errors

• Missing product information that was supplied before delivery

You must provide clear and specific feedback so we can understand and correct the issue.

A refusal to allow reasonable revisions may affect refund eligibility.

6. When a Full Refund May Be Available

A full refund may be available when:

• We have not started the project

• We are unable to deliver the agreed service

• The delivered work materially differs from the agreed written scope

• A serious issue cannot be corrected after a reasonable revision opportunity

• We cancel the project for reasons unrelated to your conduct or breach

Full refunds are assessed individually and are not guaranteed where substantial work has already been completed.

7. Partial Refunds

A partial refund may be offered where:

• Part of the work has already been completed

• Some deliverables have been accepted or used

• The project was cancelled after work started

• Only part of the agreed scope could not be completed

• Third-party or non-refundable costs were incurred

• The project was delayed or disrupted by missing client materials or access

The refund amount will reflect the value of work already completed and delivered.

8. Non-Refundable Situations

Refunds will normally not be provided where:

• More than 60 days have passed since payment

• The final work matches the agreed scope

• You changed your mind after work began

• You changed the product, brand, offer, or design direction after approval

• You requested a completely new concept outside the agreed scope

• You failed to provide necessary materials, access, or feedback

• You stopped responding during the project

• You approved, published, advertised, or used the completed work

• You deleted, edited, or damaged the delivered work

• Problems were caused by Shopify, a theme, an app, a plugin, or another third-party service

• Another developer, designer, or service provider changed the work after delivery

• Your store, product, advertising account, or payment account was rejected or restricted

• The product did not generate the sales, revenue, or conversion rate you expected

• The refund request is based solely on business performance

• You breached our Terms and Conditions

• You submitted false, misleading, or incomplete information

• You used abusive, fraudulent, or threatening behaviour

9. No Guarantee of Business Results

Ecomholders does not guarantee:

• Sales

• Revenue

• Profit

• Conversion rates

• Return on advertising spend

• Advertising performance

• Shopify approval

• Payment-provider approval

• Search rankings

• Customer demand

• Any specific business outcome

A service will not qualify for a refund solely because your store or advertising campaign did not produce the results you expected.

10. Store and Platform Issues

We are not responsible for issues caused by:

• Shopify outages

• Theme updates

• App updates

• Deleted applications

• Third-party code

• Payment-gateway problems

• Hosting or domain issues

• Changes made by the client

• Changes made by another developer

• Platform policy changes

• Browser or device limitations outside the agreed scope

Where possible, we may offer paid or complimentary support depending on the cause and scope of the issue.

11. Chargebacks and Payment Disputes

You agree to contact us first and make a reasonable effort to resolve any issue before submitting a payment dispute or chargeback.

Fraudulent or dishonest chargebacks may result in:

• Immediate suspension of services

• Cancellation of remaining work

• Revocation of licences or access where legally permitted

• Submission of project records and communications to the payment provider

• Recovery action for unpaid amounts, fees, or damages where permitted by law

A chargeback does not automatically cancel your obligations under our Terms and Conditions.

12. How to Request a Refund

To request a refund, contact us with:

• Your full name

• Your email address

• Your order or invoice information

• The date of payment

• The service purchased

• A clear explanation of the issue

• Screenshots, links, or supporting evidence where relevant

• The resolution you are requesting

Send your request to:

Email: [INSERT SUPPORT EMAIL]
WhatsApp: +1 225 258 1413

13. Review of Refund Requests

We will review your request and may ask for additional information.

We may offer one of the following outcomes:

• A revision

• Technical correction

• Replacement deliverable

• Partial refund

• Full refund

• Rejection of the refund request with an explanation

Refund decisions will be based on the agreed project scope, completed work, communications, evidence provided, and applicable law.

14. Refund Processing

Approved refunds will normally be sent to the original payment method where possible.

Processing times depend on the payment provider, bank, and payment method.

We are not responsible for delays caused by banks, payment processors, card issuers, or international transfers.

Any payment-processing, banking, or conversion fees that are not returned to us may be deducted where permitted by law.

15. Changes to This Policy

We may update this Refund Policy from time to time.

The latest version will be published on this page with an updated revision date.

Changes will not unfairly remove rights relating to a service already purchased before the change.

16. Contact Us

For refund or cancellation questions, contact:

Ecomholders
Legal business name: Ecomholders
Email: hello@ecomholders.com
WhatsApp: 1 225 258 1413