Refund policy

Refund & Cancellation Policy

At NinjaNutz Digital, we are committed to delivering high-quality Shopify development, design, and strategic services. Because our products are digital services, custom intellectual property, and time-based labor, they cannot be "returned" in the traditional sense.

As such, all sales are final and no refunds will be issued for services that have already been performed or delivered, except as explicitly stipulated in this policy.

1. Cancellation & Refunds Before Work Begins (Standard Rates Only)

• Strict Cancellation Window: For services purchased at standard (non-discounted) rates, you have a limited window of 24 hours (or 1 business day) from the exact time of your payment to request a full refund.
• Notification: You must notify us in writing (via email) of your intent to cancel within this 24-hour period. If your request is received within this window, a full refund will be processed to your original method of payment within 5–10 business days.
• Post-24 Hours: Requests for cancellation received after 24 hours (or 1 business day) has passed are subject to the terms in Section 3, as internal resources and scheduling will have already been allocated.
• Note: This section does NOT apply to discounted services. See Section 2 below.

2. Exception: Discounted & Promotional Services (FINAL SALE)

Any service purchased at a discounted rate, via a promotional code, as part of a bundle, or during a sale event (e.g., Black Friday, Seasonal Sales) is considered FINAL SALE.

• Immediate Non-Refundable Status: These purchases are non-refundable from the moment payment is processed.
• No 24-Hour Window: The 24-hour cancellation window mentioned in Section 1 does NOT apply to discounted services.
• No Exceptions: There are no exceptions to this rule. By purchasing a service at a discounted price, you waive the right to the 24-hour cancellation period.

3. No Refunds on Active or Completed Services

Once a project or service has commenced, no refunds will be issued.

• Definition of Commencement: A project is considered "commenced" once our team begins any internal activity related to your order. This includes, but is not limited to: research, design, coding, Snapshots, analysis, reporting, optimization efforts, audits, store setups, or any other service-related tasks.
• Why? Our costs are incurred in the time, research, and expertise of our developers and strategists. Once that time is spent (even if the final deliverable has not yet been sent), it cannot be recovered.
• Change of Mind: We do not offer refunds for "change of mind" or if you decide to discontinue the project mid-way. In such cases, any payments made up to that point are non-refundable.

4. Satisfaction Guarantee & Revisions

We stand behind our work. If you are not satisfied with the outcome, we offer Unlimited Revisions during the development phase (or within the 30-day support window for specific packages) to ensure the work meets the agreed-upon scope.

• Remedy: Your remedy for dissatisfaction is revisions, not a refund. We will continue to work with you until the project requirements as outlined in our agreement/invoice are met.
• Scope: Revisions must be within the original scope of work. New requirements or feature additions will be quoted separately and are not grounds for a refund of the original project fee.

5. The "Stipulated" Exceptions

Refunds will only be considered under the following specific circumstances:

• Non-Delivery: If NinjaNutz Digital fails to deliver the project and is unable to complete the work due to our own inability or fault.
• Material Defect: If the delivered code or service is materially matching the scope but is fundamentally broken or non-functional, and we are unable to fix it after a reasonable number of attempts.

6. Escrow & Milestone Payments

For projects using our Escrow service:

• Funds held in escrow are released upon your approval of the milestone/project.
• Release = Acceptance: Once you release funds from escrow, you acknowledge that the work for that milestone is complete and satisfactory. Released funds are non-refundable.

7. Audits, Snapshots & Strategic Reports

Services that result in a downloadable report, strategy document, or informational analysis (including but not limited to "Snapshots," Store Audits, Speed Optimization Reports, and Research Strategy) follow the strict timeline outlined above:

• Standard Rate Purchases: Refundable only within the first 24 hours (as per Section 1).
• Discounted Purchases: Strictly non-refundable immediately (as per Section 2).
• Work in Progress: After 24 hours (for standard rates), our team begins the internal research and data collection required to generate your report. Therefore, requests for refunds made after 24 hours are denied, regardless of whether the final report has been delivered yet. The fee covers the labor and time already invested in the creation of the report.
• Final Delivery: Once the report or snapshot has been delivered, the service is considered fully complete and the intellectual property transferred.

8. Digital Downloads

Any downloadable digital products (themes, templates, guides, e-books) are non-refundable once the download link has been sent.

Last Updated: November 24, 2025