Refund Policy

Last updated: April 2026

Deposit Refund

Your intake deposit is fully refundable within 48 hours of payment. No questions asked. After 48 hours, the deposit is non-refundable and is applied to your total build cost.

To request a refund within the 48-hour window, email hello@custom21.io with your payment confirmation.

Build Phase Payments

Build projects follow a three-stage payment schedule:

Stage 1: Deposit at intake — refundable within 48 hours
Stage 2: 50% of remaining balance at design sign-off (Day 7) — non-refundable, work product delivered
Stage 3: Final 50% before launch (Day 20) — non-refundable, site ready for deployment

If you cancel after design sign-off, all payments made to date are non-refundable as work product has been delivered to you.

Monthly Subscriptions

Maintenance subscriptions (Core, Growth, Authority) are billed monthly via Stripe. You can cancel at any time through your client portal.

  • Cancellation takes effect at the end of the current billing period
  • No partial-month refunds — you keep access until the period ends
  • 30-day migration support window provided after cancellation
  • Migration assistance beyond 30 days incurs a $500 flat fee

What You Keep After Cancellation

YOU KEEP

  • Your domain
  • All content and copy
  • Brand assets
  • Static site export
  • 30-day migration support

YOU LOSE ACCESS TO

  • C21 hosting infrastructure
  • Optimization history
  • GHL automation sequences
  • COMMAND intelligence
  • Performance reports

Contact

For refund requests or billing questions, email hello@custom21.io or use the message feature in your client portal.