Refund and Cancellation Policy

Last updated: September 2026

Fire and Cloud Consulting LLC sells professional services, not products that can be returned to a shelf. Once research, planning, writing, or development time has been spent on your project, that time cannot be recovered. This policy draws a clear line at the point where a payment stops being refundable, so you know where you stand before you pay. It forms part of our terms of service.

The Short Version

• Canceled before work begins: refunded, minus payment processing costs and any administrative time already spent
• Canceled after work begins: not refundable, because the work has been performed
• Hosting subscriptions: cancel any time, stay online through the period you paid for, no partial refunds
• We will always tell you where your project stands before you decide

Website Programs

A website build payment, whether paid in full or as the first of two payments, reserves your build and your place in the schedule. It is the point at which we stop taking other work for that slot and start preparing yours.

Before work begins

If you cancel before we have started discovery, research, planning, writing, or development, we will refund what you paid, minus two things: the payment processing costs Stripe charges on the transaction, which are not returned to us when a refund is issued, and any administrative or consultation time already spent on your project, billed at the rate quoted in your consultation.

In practice, a cancellation within a day or two of purchase and before any kickoff call usually means a refund close to the full amount. We will tell you the exact figure before processing it.

After work begins

Once any part of the engagement has started, package payments are not refundable. A first payment on the two-payment option is not refundable after work begins, because it exists to hold a schedule slot we then cannot sell to someone else.

If you cancel mid-project, you owe the balance for work completed to that point and nothing beyond it. We will send an itemized summary of what was done, and we will hand over the work product that has been paid for.

If you chose the two-payment option and cancel before launch, the second payment is not charged for work that was not performed. What was performed is still owed. We will show you the itemization rather than simply running the card.

When Work Has Begun

"Work has begun" is not a judgment call we make after the fact. It means the earliest of these has happened:

• A kickoff or discovery call has been held
• Keyword research or competitive research has started
• Page content drafting has started
• Design or development work on your site has started
• Accounts, hosting, or a repository have been provisioned for your project
• Google Business Profile or SEO configuration work has started

You will know when this point is crossed, because it follows a scheduled call or a written kickoff confirmation. If you are unsure where your project stands, email us and ask before you decide.

Fuel

Fuel is billed monthly at $1,250 and reflects work performed during that month. Your first month is charged at checkout, because Fuel starts the day you buy. A month that has been billed is not refundable once the work for that month is underway, with one exception: if we miss your booked launch day for a reason on our side, your first month of Fuel is refunded under the launch-day guarantee in our terms of service.

Fuel carries a six month minimum with every website program, or twelve months if you chose a twelve-month first term, stated on the pricing page and at checkout. After the minimum, you may cancel future months at any time by giving written notice before the next billing date. Work already delivered stays delivered, including pages, content, and technical changes made to your site.

When Fuel stops, your site stays live and hosting continues on its own subscription. If you need to stop inside the minimum term, contact us and we will talk through options rather than pointing at this paragraph.

Hosting and Care Plans

Hosting is included while Fuel runs. After Fuel stops, hosting is required while we host your site, and it can be canceled at any time by emailing us. Canceling means we stop hosting the site. Your site stays online through the end of the period you have already paid for, whether that is the rest of the month or the rest of the year.

We do not issue partial refunds on hosting periods already started. An annual subscription canceled in month three keeps the site online through month twelve, which is what the annual payment purchased.

Spark Program Website Care is sold in six-month blocks paid up front. A block is not refunded partway through, it ends at six months or when every request and the page are used, whichever comes first, and it does not renew on its own.

When your paid period ends, we take the site offline and provide the site files so you or another developer can host them elsewhere. Your domain name stays yours throughout, and we will help point it wherever you want it.

If you cancel within 7 days of a renewal charge you did not intend to make and the site has not been served under that new period in any meaningful way, contact us. We would rather refund a renewal you did not want than keep money that will come back as a dispute.

Hourly and Consulting Work

Hourly work, including website improvements, automation setup, and consulting, is billed for time actually spent. Time already worked is not refundable. Prepaid hours that have not been used can be refunded on request, minus payment processing costs.

If We Cancel

Occasionally we are the ones who end an engagement, usually because a project turns out to be a poor fit or because we cannot deliver what was scoped. If we cancel for any reason other than a violation of the acceptable use section of our terms, you receive a full refund of any amount paid for work not yet performed. You keep everything produced up to that point.

If an engagement ends because of a violation of acceptable use, payments are not refunded.

How to Request a Refund

Email info@fireandcloudconsulting.com with your business name, the payment date, and what you are asking for. You can also call (904) 567-9004.

We respond within two business days with a decision and, where a refund applies, the exact amount and reasoning. Approved refunds are issued to the original payment method through Stripe and typically appear on your statement within 5 to 10 business days, depending on your bank.

Disputes and Chargebacks

If something has gone wrong, email us first. A conversation resolves most of these faster than a card dispute does, and we would rather fix the problem than argue about it.

When a chargeback is filed, we respond with the record of the transaction: the terms accepted at checkout, the written build confirmation, and documentation of work delivered. Filing a chargeback for a payment covered by this policy does not change what this policy says.

Contact Us

Fire and Cloud Consulting LLC
Mailing address for notices
12220 Atlantic Blvd
Ste 130 #1361
Jacksonville, FL 32225
info@fireandcloudconsulting.com
(904) 567-9004

Our full terms of service cover what each package includes, payment, and ownership. Our privacy policy covers what information we collect at checkout. If you have a question before buying, schedule a consultation and ask it.