Last updated: 24 October 2026
We want you to be happy with every service you order. This policy explains when refunds are available and how they are processed.
1. Before work starts
If you cancel an order before we start work, we refund the full amount you paid.
2. One-time projects (websites, apps, custom development)
- Once work has started, the advance covers the planning, design, and development already completed and is not refundable for that completed work.
- If a project is cancelled part-way through, we refund any amount paid for work that has not yet been started, based on the agreed milestones.
- The final payment is due before launch or handover and is not refundable once the work has been delivered.
3. Design services
- You can cancel for a full refund before the first concepts are delivered.
- After the first concepts are delivered, refunds are not available, but you can use your remaining revision rounds to reach a result you are happy with.
4. Security and repair services
- Malware removal, security audits, hardening, and website fixes are refundable in full only if we have not started the work.
- If we cannot fix an issue, we tell you before charging for it, as described on the service page.
- Malware removal includes the reinfection cover period stated in your package.
5. Monthly and yearly plans
- Monthly plans: you can cancel at any time. The cancellation takes effect at the end of the current paid month, and the current month is not refunded.
- Yearly plans: you can cancel within 14 days of payment for a full refund. After 14 days, we refund the unused full months at the regular monthly rate.
- Advertising spend paid directly to Meta, Google, or other platforms is controlled by those platforms and is not refundable by us.
6. Domains and hosting
- Domain registrations and renewals are processed immediately with the registry and cannot be refunded once completed.
- Hosting refund terms will be published when our hosting service launches.
7. How refunds are paid
Approved refunds are sent to the original payment method (bKash, Nagad, Rocket, bank transfer, or Payoneer) within 7 to 10 working days. Transaction fees charged by payment providers may be deducted.
8. How to request a refund
Email contact@spiderits.com with your order number and the reason for your request. We reply within two working days.