Refund Policy

Effective Date: April 2026

Company: WP Bros (wpbros.dev)

1. Overview

WP Bros is committed to customer satisfaction. This Refund Policy outlines the conditions and procedures for requesting refunds across our services, including WordPress hosting, marketplace products, and professional services. We stand behind the quality of our offerings and offer refunds when we fail to meet expectations.

2. Hosting Services - 30-Day Money-Back Guarantee

2.1 Guarantee Terms

We offer a comprehensive 30-day money-back guarantee on all WordPress hosting plans. If you are not completely satisfied with WP Bros hosting for any reason, you may request a full refund of your hosting fees within 30 days of initial purchase.

2.2 Eligibility Conditions

The 30-day money-back guarantee applies under the following conditions:

  • Request must be made within 30 days of the original purchase date
  • Account must not have been used for illegal purposes or to violate our Terms and Conditions
  • No outstanding abuse notices or security violations
  • Request must be submitted through proper channels (support ticket or email)
  • Applies to hosting fees only (not domain registration or add-on services, see Section 2.3)

2.3 What Is Refunded

  • Hosting Fees: All hosting subscription fees for the current billing period (full refund)
  • Setup Fees: One-time setup or configuration fees (if applicable)

2.4 What Is NOT Refunded

  • Domain Registrations: Domain registration fees are non-refundable per ICANN regulations
  • SSL Certificates: Premium SSL certificate fees are non-refundable (standard SSL is included)
  • Add-On Services: Additional services (backups, security scans, optimization) purchased separately
  • Marketplace Products: Governed by Section 3 (separate refund policy)
  • Professional Services: Governed by Section 4 (separate refund policy)
  • Renewal Fees: Hosting renewals after the initial period are not refundable under the 30-day guarantee

2.5 How to Request a Refund

Step 1: Log into your WP Bros account dashboard

Step 2: Navigate to Support or Billing section

Step 3: Click "Request Refund" or submit a support ticket

Step 4: Provide your reason for requesting the refund (optional but appreciated)

Step 5: Submit the request

Alternatively: Contact support directly at support@wpbros.dev or call +44 (0) 207 946 0958

2.6 Refund Processing

  • Refund requests are processed within 3-5 business days of approval
  • You will receive confirmation email when your refund is processed
  • Refunds are issued to the original payment method
  • Credit card refunds typically appear in 5-10 business days (depending on your bank)
  • Bank transfer refunds typically appear in 3-5 business days

2.7 Data Handling During Refunds

When a refund is requested:

  • Your websites remain active for the first 7 days after refund approval
  • We provide a data export of all your content within 30 days
  • After 30 days, your account is deleted and data cannot be recovered
  • You are responsible for backing up your data before requesting a refund

2.8 Renewal Refunds

If you purchased an annual plan and wish to cancel:

  • Within 30 days of initial purchase: Full refund available
  • After 30 days: Refund not available (continue service or let it expire)
  • Auto-renewal charges: You may disable auto-renewal in account settings to prevent future charges

3. Marketplace Products - 14-Day Refund Policy

3.1 Refund Window

We offer a 14-day refund guarantee on most marketplace products (themes, plugins, templates). You may request a refund within 14 days of purchase if you are not satisfied.

3.2 Eligibility Conditions

The 14-day refund guarantee applies under the following conditions:

  • Request must be made within 14 days of the purchase date
  • Product must not have been significantly modified by you
  • Product license has not been transferred to another user or domain
  • You have not used the product for commercial purposes without proper licensing
  • Product was purchased directly from WP Bros marketplace

3.3 Non-Refundable Items

The following marketplace items are non-refundable:

  • Services: Custom development, consulting, or training services
  • Digital Downloads: Ebooks, courses, or educational materials once downloaded
  • Licenses: Perpetual licenses or lifetime access products
  • Clearance Items: Items marked as "clearance" or "final sale"
  • Gifts: Products purchased as gifts (unless gift receipt is included)

3.4 How to Request a Refund

Step 1: Log into your WP Bros account

Step 2: Navigate to "My Purchases" or "Order History"

Step 3: Find the product you wish to refund

Step 4: Click "Request Refund"

Step 5: Provide reason and any relevant details

Step 6: Submit request

Alternatively: Email marketplace@wpbros.dev with your order number and reason

3.5 Refund Review Process

  • Refund requests are reviewed within 2-3 business days
  • We may contact you for additional information or clarification
  • Approval or denial is communicated via email
  • Approved refunds are processed within 3-5 business days

3.6 After Refund Approval

Once a refund is approved:

  • Your access to the product may be revoked immediately
  • You should uninstall the product from your sites
  • License keys become invalid
  • You cannot reuse the product after refund
  • Refund is issued to original payment method

3.7 Creator Refund Disputes

If the product creator disputes your refund claim (e.g., claims you modified the product or breached license terms), we may:

  • Request additional evidence from both parties
  • Investigate the claim
  • Make a final decision based on our findings
  • Potentially deny the refund if creator evidence is strong

4. Professional Services - Satisfaction Guarantee

4.1 Service Satisfaction Guarantee

WP Bros professional services (development, migration, consulting, training) are covered by a satisfaction guarantee. If you are not satisfied with the quality of work, you may request a refund or remedial work.

4.2 Request Timeline

  • Refund requests must be made within 14 days of service completion
  • Issues must be reported within 7 days of identifying the problem
  • We will have 14 days to attempt remediation before refund

4.3 Satisfaction Guarantee Terms

The satisfaction guarantee applies when:

  • Work does not meet agreed-upon specifications in the service agreement
  • Work contains bugs, errors, or quality issues preventing intended functionality
  • Deliverables were not completed as promised

The guarantee does NOT apply when:

  • Scope was changed by the client after initial agreement
  • Client requested modifications not in the original agreement
  • Client failed to provide necessary information or assets
  • Client requested different results than originally specified
  • Issues are due to third-party services or plugins (outside our control)

4.4 How to Request Remediation or Refund

Step 1: Document the issue(s) with specific details and screenshots

Step 2: Contact your WP Bros project manager or services account manager

Step 3: Provide evidence of the issue and how it differs from specifications

Step 4: Allow 14 days for WP Bros to attempt remediation

Step 5: If not resolved, request formal refund review

4.5 Refund Amount

  • If partially completed: Refund based on incomplete percentage
  • If completed but not to specification: Refund based on defect severity
  • If unrepairable: Full refund possible
  • WP Bros retains right to retain portion for completed work

5. Refund Methods and Processing

5.1 Refund Methods

Refunds are issued using the following priority:

  • Original Payment Method: Primary method (credit card, debit card, bank transfer)
  • Store Credit: If original method unavailable, credit to your WP Bros account
  • Bank Transfer: If all else fails, direct bank transfer

5.2 Processing Times

  • Credit/Debit Card: 5-10 business days (varies by bank)
  • PayPal: 3-5 business days
  • Bank Transfer: 3-5 business days
  • Store Credit: Immediate

5.3 Refund Confirmation

You will receive:

  • Email confirmation when refund is approved
  • Email notification when refund is processed
  • Reference number for tracking
  • Estimated timeline for funds to appear

6. Special Circumstances

6.1 Chargebacks and Disputes

If you initiate a chargeback or payment dispute through your bank instead of requesting a refund directly:

  • You forfeit the right to use WP Bros services
  • Your account may be suspended or terminated
  • You may be liable for chargeback fees (typically £15-50)
  • You may be blacklisted from future services
  • We reserve the right to pursue legal action

Always request a refund through WP Bros first rather than initiating a chargeback.

6.2 Fraudulent Purchases

If a purchase is determined to be fraudulent:

  • Full refund is issued immediately
  • No 30-day window applies
  • Affected account is suspended and investigated
  • Law enforcement may be notified

6.3 Service Outages

If a service outage exceeds 24 hours and is caused by WP Bros:

  • Prorated refund may be offered (amount depends on duration)
  • Service credit may be offered instead of refund
  • Downtime is typically covered by SLA but not automatic refunds

6.4 Cancelled Orders

If you request cancellation before receiving a product or service:

  • Full refund is issued if requested before processing
  • If already processed, standard refund terms apply
  • Digital products: Refund only if not delivered/downloaded

7. Refund Abuse Prevention

7.1 Fraud Detection

We monitor refund requests for patterns that suggest abuse:

  • Multiple refunds from same account in short timeframe
  • Refunds requested for products clearly used extensively
  • Patterns of purchasing and immediately requesting refunds
  • Suspicious payment methods or geographic mismatches

7.2 Refund Denial Due to Abuse

If refund abuse is detected, we may:

  • Deny the refund request
  • Suspend future refund privileges
  • Terminate the account
  • Pursue legal action if applicable

7.3 One Refund Per Product Rule

Generally, you may request refund on a product or service only once. If you repurchase, a new refund window applies.

8. Contact and Appeal Process

8.1 Refund Questions

For questions about our refund policy or your specific refund:

Support Email: support@wpbros.dev
Marketplace Email: marketplace@wpbros.dev
Phone: +44 (0) 207 946 0958
Website: https://wpbros.dev

8.2 Refund Appeal Process

If your refund request is denied, you may appeal:

  • Submit appeal within 7 days of denial notification
  • Provide additional evidence supporting your claim
  • Request review by management team
  • Appeal decision is final

9. Policy Updates

WP Bros reserves the right to modify this Refund Policy at any time. Changes are effective immediately upon publication. For material changes, we provide 30 days' notice. Refund requests submitted before changes take effect are governed by the policy in effect at the time of purchase.

10. Legal Disclaimer

This Refund Policy supplements our Terms and Conditions. In case of conflict, our Terms and Conditions prevail. This policy does not limit your statutory consumer rights under UK or EU law. If you are a consumer, you may have additional rights not described here.