Runway Websites provides high-quality website design, development, hosting, and related services at affordable prices well below typical industry rates. We are committed to integrity, transparency, fairness, and exceptional customer support. This policy outlines our refund guidelines, billing practices, payment terms, and related procedures.
Domain names are purchased and registered immediately through third-party registries upon order placement. Because these registrations are instant and irreversible, domain registration fees are non-refundable under any circumstances, including project cancellation or account termination.
If fewer than 24 hours have passed since purchase AND you have not yet had your initial consultation/kickoff call with a production staff member, you may request a full refund of all fees except domain name registrations. Once 24 hours have passed OR the consultation has occurred (whichever comes first), initial/setup fees become non-refundable. The consultation provides significant value (valued at $500) and marks the beginning of dedicated project work.
Refunds are not guaranteed after the 24-hour window or consultation. However, we review all concerns in good faith. If you wish to submit a request for a full or partial refund, please contact us immediately. There are occasions where a refund does make sense, and we are willing to negotiate a fair arrangement if all processes have been followed. Not all such requests will result in a refund, but we are open to considering your request. We want to always serve you with integrity and good faith.
Unless otherwise agreed upon, all Runway Websites members must maintain their credit card and check draft information on file at all times. This information will be used to process monthly, quarterly, and yearly membership fees as well as any work orders approved by the member. Any outstanding balance on your account may be charged using the information on file. Upcoming recurring charges are posted to your Client Dashboard prior to processing. One-off charges for upgrades or add-ons are initiated only after your explicit approval. Past-due balances may be charged to the payment method on file after notice has been posted to your Client Dashboard. We provide information about any upcoming charges as well as a full transaction history from within every member's Control Panel in the Account Management section.
Membership/Hosting Fees are required at the time of initial sign up. Account billing begins in the second month regardless of the status of the website project. Your fees include file hosting, DNS hosting, technical maintenance, correspondence, support, and all of the benefits of the Runway Websites Platform. In order to pay for these resources, our membership/hosting fees are set in place to begin immediately. Membership/Hosting Fees are nonrefundable and not prorated - you lose what you don't use. Our design and development processes are designed to complete your project before your first billing period. However, variables such as approval times, changes to specifications, and communication trouble sometimes cause projects to extend into several billing periods. You can avoid this by promptly replying to all project correspondence and communicating your expectations clearly. We are here to serve you and provide the very best service possible.
For new clients or existing clients ordering new design projects, your initial/kickoff call is the most important call of your project. Please be available at the EXACT time of your appointment and be in front of a computer (not a phone or tablet) with internet access. Missing initial/kick off calls will result in a nonrefundable $50 rescheduling fee, charged to your account immediately following the missed call. Understand - we do not want to charge you this fee. However, due to the volume of missed calls when we do not, it is a measure we have had to implement in order to help clients understand the mutual value of our time together. We value your time and we simply ask that you value ours in return.
If you need to reschedule for ANY reason, please call us at 813-441-9814 ahead of your scheduled time. There is no charge for rescheduling in advance.
Clients utilizing our services may be entitled to free months of service under our Three & You're Free Referral Program. Only referrals who purchase within the 12 months prior to the month's billing will be counted towards the referral program. After 12 months, those accounts can no longer be used for referral credit towards this program. In addition, accounts used for referral credit may not be counted towards any Reseller discounts.
This section applies only to clients with a Media Server package. All Runway Websites audio and video services come with 10 GB of monthly data transfer. This means that visitors to your website may download 10,737,418,240 bytes of audio and video files included in any Media Server package. If you exceed this amount of transfer, each additional GB is billed at the end of the month at $1 per GB. All Media Server clients are provided with Traffic Reports that allow you to keep track of how much media you have transferred at any given time in the month, and what files are being downloaded. It is the sole responsibility of our clients to monitor their downloads and make the necessary changes to throttle their media bandwidth usage.
Returned checks or bank drafts are assessed a $30 fee if they are returned unpaid for any reason. Chargebacks or non-payment of initial fees after the first 24 hours OR after the initial consultation with a production manager will result in the cancellation of your account and an invoice for $500 for consulting time.
Credit card chargebacks for legitimate account fees are assessed a $40 fee. We encourage our clients to communicate with us regarding any charges that you feel are not valid in order to issue a decision for refunding or crediting of your account. Chargebacks or non-payment of initial fees after the first 24 hours OR after the initial consultation with a production manager will result in the cancellation of your account and an invoice for $500 for consulting time. Please contact billing first to resolve issues before initiating a chargeback or charge reversal - we want to work with you.
Balances more than 15 days past due are assessed a $25 late fee. Balances more than 60 days past due enter collections with increased monitoring. Balances more than 90 days past due result in account cancellation and referral to internal collections. If you're experiencing payment challenges, contact us early. We are willing to discuss options and work with you.
Individuals or businesses who create an account for another organization are classified as third-party subscribers. Third-party subscribers who sign up more than 4 accounts under one administrative user are classified as resellers of our platform. Third-party subscribers and resellers are solely responsible for payment of all service fees. In order to remove an account from one's administrative user, payment must be received for any outstanding balance from the third-party subscriber or reseller BEFORE placing responsibility on the organization utilizing the service. No exception will be made to this policy.
Canceling your account with us is quick and easy. All cancellations must be done through the Cancellation Form, accessible from within your Control Panel in the Account Management section under Billing & Payments > Active Services. Please allow for a 24-hour processing time after submitting your request. A representative will contact you to finalize your cancellation. Cancellations take effect at the end of the current billing cycle unless otherwise specified.
Any remaining balance is due in full immediately upon cancellation. If your service plan requires a minimum time commitment, an invoice will be generated for any remaining months of service and will be due immediately upon cancellation. Membership/hosting fees are not prorated - you lose what you don't use. Refer to the service agreement for your original order for details. This is accessible from your Client Dashboard, within the Project Management area.
Occasionally, we have members who suspend their account. Other times, an account will be suspended due to billing issues. If your account is suspended for any reason, a $50 reactivation fee will be assessed per incident. All data, files, and server entries are automatically deleted within 1-6 months. Members may request a suspension of billing one time in the life of the account for a maximum of three months in which we will suspend billing but continue to keep the account active.
We may update this Refund & Billing Policy from time to time. When we make material changes, we will post notice of the update to your Client Dashboard at least 30 days before the changes take effect. Continued use of the service after the effective date constitutes acceptance of the updated policy. The version of the policy in effect at the time services are ordered governs those services unless you are provided with notice as described above.
For any questions regarding charges made to your credit card or bank account, please contact us immediately. We are happy to help you with any questions you may have and even happier to correct any billing errors on our part. You may also have access to all past and recurring charges made through your account from within your website Control Panel. This information is provided to you 24/7 online.
