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Help and support
Questions about your website, a payment, or a refund? Reach a real person fast, or find the answer below.
Contact us
We reply within one business day, usually sooner.
Best for receipts and refund requests.
[email protected]Send a message
Tell us about your project or problem.
Open the formRefund policy
Plain and fair. Here is exactly how refunds work.
Before you pay
Your preview is free and there is no obligation. You pay nothing until you approve it, so there is nothing to refund.
Your 50% deposit
Change your mind within 48 hours of paying and before we start the final build? We refund the deposit in full. Once the final build has started, the deposit covers work already done and is not refundable.
Your final 50%
If we do not deliver the site as agreed in your quote, we fix it. If we cannot, we refund the final payment. Once you approve the finished site and it is live, the final payment is not refundable.
Monthly care plan
Cancel any time, effective at the end of the current billing month. We do not refund part of a month already started. If we billed you by mistake, we refund it.
Add-ons and extras
Add-ons we have not started can be cancelled for a full refund. Work that has started is charged for the part completed. Ad spend paid to Google or Facebook is not ours to refund.
Always refunded in full
Duplicate charges, wrong amounts, and anything charged without your approval.
Refunds go back to the original payment method, usually within 5 to 10 business days. Third-party costs such as your domain name are paid to the provider and are not refunded by us. This policy is part of our Terms of Service.
Common questions
How do I pay?
Go to our payment page and choose what you are paying for. You pay by card, Apple Pay or Google Pay on Stripe's secure checkout. Stripe emails you a receipt right away. We never see or store your card number.
What will show on my card statement?
OPEN SIGN STUDIO. If you see a charge you do not recognize, contact us first and we will sort it out quickly.
When do I pay?
Never before you have seen your free preview. After you approve it, you pay 50% to start the final build and the other 50% when your site goes live. The monthly care plan starts at launch.
I was charged twice, or the wrong amount.
Contact us with your receipt and we will correct it. Duplicate or incorrect charges are refunded in full.
My monthly payment failed.
Cards expire or get replaced. Stripe will retry automatically, and we will contact you. Please update your card using the link in the Stripe email, or call us. Your site stays online while we sort it out.
How do I cancel my care plan?
Message us at any time. Cancellation takes effect at the end of your current billing month, and we hand over your site files so you can host elsewhere. You keep your site and your domain.
How do I get a refund?
See the refund policy above, then email or text us with your name and what you paid for. Approved refunds go back to the card you paid with, usually within 5 to 10 business days (your bank can take longer to show it).
What if I'm not happy with my site?
Your plan includes rounds of revisions, so tell us what to change and we will fix it. If we cannot deliver what we agreed, see the refund policy. We would rather fix it than lose you.