Project Terms & Cancellation Policy
Agreements, Payments & Client Expectations
Project Terms, Service & Cancellation Policies
Clear agreements. Fair expectations. No surprises.
Every successful client relationship begins with a shared understanding of the services, responsibilities, payments, and expectations involved.
These terms explain how ThePixel approaches website design and development projects, SEO and AI search visibility, web hosting, website management, payments, renewals, cancellations, and ongoing services.
Each engagement includes a signed project or service agreement defining the applicable services, fees, responsibilities, and schedule. These website terms apply when incorporated into that agreement. If the documents conflict, the signed agreement takes precedence, subject to applicable law.
01 / Project Agreements
Know what's included before work begins.
Every project begins with a written agreement defining the services, deliverables, fees, timeline, and responsibilities.
The agreement also establishes payment milestones, included revisions, approval requirements, cancellation terms, and ownership of completed work.
Web hosting and website management are ongoing services governed by the applicable service agreement and the additional terms outlined below.
02 / Deposits & Milestone Payments
A clear payment structure from start to finish.
ThePixel requires a 50% initial deposit before beginning custom website design and development projects. The remaining balance is typically divided into two project milestones.
Our standard payment structure is 50% at project initiation, 25% following approval of the agreed strategy and design milestone, and 25% when the website is completed, tested, and ready for launch.
Exact milestones, invoice due dates, and any project-specific payment arrangements are defined in the signed agreement.
Example: An $8,500 Website Project
Here's how milestone payments would work for a custom website project with a total fee of $8,500.
How Milestone Payments Work
Once the agreed website strategy and design milestone is completed and approved, ThePixel issues the second invoice. Payment is due according to the signed agreement before the next scheduled phase of development.
The final invoice is issued when the website meets the agreed completion requirements and is ready for launch. Public launch is not required for final payment when the signed agreement defines completion this way.
Outstanding Invoices
Invoices must be paid according to the agreed payment schedule. If a payment becomes overdue, ThePixel will provide written notice and an opportunity to resolve the balance.
If an amount lawfully owed remains unpaid, ThePixel may pursue available collection remedies, including filing a claim in the appropriate court, according to the signed agreement and applicable law.
03 / Client Responsibilities & Timelines
Successful projects depend on collaboration.
Timely communication, accurate information, and clear approvals help keep projects organized and moving forward.
- Provide accurate business information, content, and project materials.
- Supply necessary website, hosting, domain, or third-party account access.
- Review deliverables and provide feedback within agreed timeframes.
- Identify an authorized contact responsible for project decisions and approvals.
- Ensure supplied content, images, and other materials are authorized for use.
Project Communication & Progress Reviews
Website design and development projects include one scheduled progress meeting per week, lasting up to 60 minutes, during active project work. These meetings provide an opportunity to review progress, clarify decisions, discuss feedback, and address concerns early.
Meeting schedules and any adjustments are coordinated with the client. Feedback, approvals, and agreed changes are documented in writing according to the signed project agreement.
Client Content & Legal Requirements
Clients are responsible for the accuracy, legality, and authorization of the business claims, text, images, trademarks, and other materials they provide. Unless expressly included in the signed scope, the client is responsible for obtaining appropriate legal advice and required website notices, policies, disclosures, and consents, including those related to privacy and data collection.
ThePixel will implement agreed website features and content but does not provide legal advice or guarantee that a website meets every law or industry-specific requirement unless a particular compliance deliverable is expressly included in the agreement.
Project Delays & Inactivity
If required materials, feedback, or approvals are delayed, the project schedule may need to be adjusted.
If a project remains inactive for 7 consecutive days due to missing client content, feedback, or approvals, ThePixel reserves the right to place the project on hold or close it after providing written notice, as permitted by the signed agreement. The client remains responsible for completed work, earned milestones, and outstanding payments according to that agreement.
If the client wishes to restart the project, scheduling will depend on ThePixel's availability. Any additional work or fees must be approved in writing before the project resumes.
04 / Revisions & Scope Changes
Changes are reviewed before additional work begins.
The signed agreement defines the services, deliverables, and revisions included in the project.
New pages, features, integrations, or substantial changes to approved work may require an additional estimate and revised timeline.
Any additional work will be explained in writing, including its cost and schedule impact, and must be approved by the client before work begins.
05 / Project Completion & Final Payment
What does project completion mean?
A website is considered ready for launch when the agreed design, development, and testing work has been completed.
Project completion means the agreed website pages, functionality, responsive layouts, and supplied content have been implemented and tested. Any significant issues preventing the agreed functionality must be resolved before completion.
Final Review Period
Clients have five business days to review the completed website and provide feedback. If no response is received, ThePixel may consider the project complete, provided all agreed work has been finished and the signed agreement permits this review process.
Once the website is complete and ready for launch, the final payment is due according to the signed project agreement, even if the client chooses to delay or cancel the launch.
06 / Project Cancellation & Refunds
Project Cancellation & Payment Responsibilities
Clients may request project cancellation in writing according to the signed agreement. Any completed work, earned milestones, approved expenses, and payments already received will be reviewed to determine the final balance or applicable refund.
24-Hour Cancellation Window
Clients have 24 consecutive hours after both parties sign the project agreement to request cancellation in writing.
If cancellation is requested within this period, ThePixel will account for any completed work, earned milestones, and approved expenses. Any remaining unearned deposit will be refunded according to the signed agreement.
Cancellation After 24 Hours
Clients may still cancel after the 24-hour period. However, they remain responsible for completed work, earned milestones, and approved expenses under the signed agreement.
Payments already received will be credited toward the final balance. ThePixel will provide a closing statement identifying any outstanding amount or applicable refund.
If ThePixel ends an engagement, any unearned prepaid balance will be refunded according to the signed agreement and applicable law.
07 / Ownership & Ongoing Services
Clear ownership of completed work.
Once the project is completed and all outstanding invoices have been paid, the client receives ownership of the final website design and deliverables outlined in the signed agreement.
ThePixel retains ownership of unused design concepts, preliminary work, and internal tools not included in the final deliverables.
Third-party software, plugins, fonts, and licensed images remain subject to their respective licensing agreements.
Website Access & Deliverable Handoff
After completion and full payment, ThePixel will provide the final deliverables and website access specified in the signed agreement. This may include applicable WordPress administrator access and transferable website files. Domain accounts, hosting accounts, third-party licenses, and subscriptions are transferred only when ownership and provider terms permit.
ThePixel may continue using its pre-existing methods, reusable code, templates, and internal tools. Any client license to those materials will be identified in the signed agreement.
Hosting & Website Management
Web hosting, maintenance, website management, and other recurring services are separate from the original website design and development project unless expressly included in the signed agreement.
Cancelling a website design project does not automatically cancel an existing hosting or website management agreement. Recurring services follow the renewal and cancellation terms described below.
08 / Web Hosting Terms
Reliable hosting with clearly defined responsibilities.
ThePixel provides managed web hosting services designed to support website availability, performance, security, and ongoing operation.
The specific hosting environment, services, fees, and responsibilities are defined in the client's signed hosting or managed services agreement.
Hosting Services
Depending on the selected service plan, hosting may include server resources, website hosting configuration, monitoring, backups, and technical hosting support.
Website content updates, redesigns, new features, search engine optimization, and ongoing website management are not included in hosting-only services unless expressly stated in the agreement.
Website Availability & Third-Party Providers
ThePixel works to maintain a stable hosting environment. However, uninterrupted website availability cannot be guaranteed. Scheduled maintenance, network interruptions, software issues, security incidents, and third-party service disruptions may occasionally affect website access.
Third-party hosting infrastructure, domain registrars, software providers, and external services remain subject to their own terms and operational limitations.
Hosting Service Level Agreement
Details about hosting availability commitments, maintenance exclusions, backups, outage reporting, and any applicable service credits are outlined in the Hosting Service Level Agreement.
The signed hosting agreement identifies the applicable SLA version and the service commitments included in the selected plan. Review the SLA together with the hosting agreement to understand the coverage, exclusions, reporting requirements, and available remedies.
The SLA addresses hosting service levels. Payment schedules, annual renewals, cancellation requirements, and nonpayment terms are addressed in the signed hosting agreement and the applicable policies on this page.
Client Responsibilities
Clients are responsible for maintaining accurate account information, providing authorized access when necessary, maintaining appropriate rights to their website content, paying applicable hosting and third-party fees by their due dates, and keeping independent copies of important website files and data.
Hosting Suspension & Data Deletion for Nonpayment
Web Hosting fees must be paid in full by the due date stated in the client's invoice or signed service agreement. If payment is not received by that date, ThePixel reserves the right to suspend hosting immediately, without an additional payment grace period, as permitted by the signed agreement and applicable law. A suspended website may become unavailable to visitors.
If the hosting balance remains unpaid 7 calendar days after the original payment due date, ThePixel reserves the right to permanently delete the hosted website, files, databases, and backups under ThePixel's control, subject to the signed agreement and applicable law. The 7-day period is measured from the original invoice due date, not the suspension date.
ThePixel will send written notice before permanent deletion. Clients are responsible for maintaining independent copies of their website and business data and for arranging any necessary transfer or migration before the deletion date. ThePixel is not required to provide ongoing hosting or storage without payment, except as required by the signed agreement or applicable law.
Deletion may be irreversible, and ThePixel cannot guarantee recovery after data has been removed. Suspension or deletion does not cancel the agreement or eliminate unpaid balances. ThePixel will preserve data when required by applicable law, a legal hold, or another binding obligation.
Other Service Suspension & Termination
ThePixel may also suspend affected services when reasonably necessary to address a material security risk, unlawful activity, or a serious violation of the signed agreement. Notice and any opportunity to resolve the issue will be provided when practicable, subject to the signed agreement and applicable law.
Hosting Cancellation & Migration
Clients may request cancellation of hosting services through ThePixel's contact form. Select Service Cancellation from the inquiry dropdown. Annual renewal and cancellation deadlines are outlined in Section 11 below.
When hosting services end, clients are responsible for arranging replacement hosting and any required domain, website, or data transfers. ThePixel may provide migration assistance under a separately approved scope and fee.
Clients should complete migration and retain any necessary website files and data before their hosting service ends. ThePixel is not obligated to maintain an active hosting environment after the agreed service termination date, subject to applicable law and the signed agreement.
09 / Website Management & Maintenance
Ongoing website support with clearly defined services.
ThePixel offers ongoing website management and maintenance services to help businesses keep their websites updated, supported, and functioning as their needs evolve.
The services included depend on the selected plan and are identified in the signed service agreement.
Included Website Services
Depending on the selected plan, services may include WordPress maintenance, software updates, website monitoring, backups, technical support, content updates, and other agreed website management activities.
Not every service is included in every plan. The client's agreement identifies the specific services, limitations, and responsibilities associated with their subscription.
Content Updates & Support Requests
Clients may submit website support or content update requests according to their selected service plan. Requests are reviewed based on the scope of work, complexity, and scheduling availability.
New website pages, redesigns, advanced functionality, integrations, extensive content changes, and other work outside the agreed service plan may require an additional estimate and written approval.
Software, Security & Maintenance
ThePixel performs the maintenance activities included in the selected plan. While regular maintenance can help reduce technical and security risks, no website can be guaranteed to remain free from vulnerabilities, service interruptions, or third-party software issues.
Third-party plugins, themes, licenses, integrations, and software subscriptions remain subject to their respective providers' terms and fees.
Service Changes & Additional Work
Requests outside the existing service agreement will be reviewed separately. Any additional charges or changes to the service scope must be approved before the additional work begins.
Website Management Suspension for Nonpayment
Website Management invoices must be paid in full by the due date specified in the client's invoice or signed service agreement. If payment is not received by that date, ThePixel reserves the right to immediately pause applicable maintenance, content updates, technical support, and other management services without an additional grace period, subject to the signed agreement and applicable law.
Management services may resume after the outstanding balance has been paid in full and processed. Suspension does not cancel the agreement or eliminate amounts owed. Nonpayment of a management-only service does not, by itself, authorize ThePixel to suspend or delete a website hosted by another provider.
Website Management Cancellation
Clients may request cancellation of website management services through ThePixel's contact form. Select Service Cancellation from the inquiry dropdown. Annual renewal and cancellation deadlines are outlined in Section 11 below.
Cancellation of website management does not automatically cancel separately contracted hosting, domain registration, or third-party services.
10 / SEO & AI Search Visibility
Clear expectations for search strategy and ongoing optimization.
ThePixel provides SEO and AI search visibility services to strengthen website content, technical foundations, organic discovery, local relevance, and search performance measurement.
Services may include search strategy, technical SEO reviews, content and search-intent research, AI search readiness, local search visibility, analytics, reporting, and ongoing optimization. The exact deliverables, fees, schedule, and responsibilities are defined in the signed SEO service agreement.
SEO Service Options
SEO + AI Search Foundation: A focused assessment of existing search visibility, technical SEO, key content, AI search readiness, and opportunities for improvement, with a prioritized roadmap. This is generally a defined-scope engagement rather than an ongoing optimization subscription.
SEO + AI Search Growth: Ongoing SEO strategy, technical monitoring, priority page optimization, search-intent research, AI search improvements, analytics reviews, and reporting, within the agreed monthly scope.
Search Authority + Content: A broader ongoing engagement that may include expanded competitive research, content planning and development, service-page optimization, local search strategy, and authority-building recommendations.
Published starting prices are estimates, not fixed quotes. Final pricing and scope depend on website size, competition, markets, locations, content requirements, and business goals. Refer to SEO & AI Search Visibility Services for current service descriptions.
Deliverables & Scope Changes
The signed agreement identifies the pages, assessments, optimization activities, content deliverables, reporting, and any included implementation work. An audit or recommendation does not automatically include implementing every recommended change.
Major redesigns, custom development, integrations, extensive content production, managed hosting, and other work outside the agreed SEO scope are quoted separately. Additional work requires written approval before billable work begins.
Client Access, Content & Approvals
Clients agree to provide timely access to relevant website systems, Google Search Console, analytics platforms, business profiles, and other agreed tools. Clients are responsible for reviewing business claims, approving content, and supplying accurate information and necessary permissions.
Delays in access, content, or approvals may affect the schedule and the amount of optimization work that can be completed during a service period. Third-party platforms and tools remain subject to their own terms and availability.
Search Performance & Results
SEO is an ongoing process, and results depend on factors beyond ThePixel's control, including competition, search engine algorithms, AI platform behavior, website history, market conditions, and third-party changes.
ThePixel does not guarantee specific rankings, traffic volumes, leads, revenue, indexing, or inclusion in AI-generated answers. Reports and recommendations describe observed performance and opportunities, not guaranteed future results.
Fees, Billing & Cancellation
One-time SEO assessments and ongoing monthly SEO services may have different payment schedules, start dates, minimum terms, renewal arrangements, and cancellation requirements. These details must be stated in the signed SEO agreement; the 50/25/25 website project schedule and annual hosting renewal terms do not automatically apply to SEO services.
Fees for work already completed and approved expenses remain payable as provided in the signed agreement. Cancellation requests must be submitted in writing according to the applicable SEO agreement and law. Cancelling SEO does not automatically cancel separately purchased website design, hosting, or website management services.
11 / Annual Renewal & Cancellation
Clear renewal dates and cancellation requirements.
Web Hosting and Website Management services are billed annually and automatically renew for an additional 12-month term unless the client provides written cancellation notice at least 7 calendar days before the scheduled renewal date.
Automatic Annual Renewal
If cancellation notice is not received within the required 7-day period, the services will automatically renew, and the client will be billed for the full upcoming annual service term, provided the renewal arrangement complies with applicable law and the signed service agreement.
7-Day Cancellation Deadline
Clients must submit written cancellation notice at least 7 calendar days before their scheduled annual renewal date to prevent renewal for the following year.
Cancellation requests received after the renewal deadline will take effect at the end of the renewed annual term, subject to applicable law and any additional cancellation rights in the signed agreement.
How to Cancel Your Service
To cancel Web Hosting or Website Management services, submit a written cancellation request through ThePixel's contact form at least 7 calendar days before your scheduled annual renewal date.
On the contact form, select Service Cancellation from the "How can we help?" dropdown. Include your business name, website address, and the service you wish to cancel. ThePixel will review the request and provide written confirmation of the cancellation and applicable service end date.
Cancellation requests must be received by the required deadline to prevent automatic renewal, subject to the signed service agreement and applicable law.
Annual Service Fees & Refunds
Annual service fees are nonrefundable once the renewal term begins, except as otherwise required by applicable law or specified in the signed service agreement.
ThePixel will provide the applicable annual service fee, renewal date, and cancellation instructions in the client's service agreement.
Renewal Reminders
ThePixel will provide a renewal reminder approximately 7 days before the scheduled annual renewal date, or earlier when required by applicable law. Clients remain responsible for submitting cancellation requests by the applicable deadline.
12 / Service Agreements
Each service is defined by its own agreement.
Website design, SEO and AI search visibility, web hosting, and website management are distinct services with different responsibilities, deliverables, and billing arrangements.
Clients are responsible only for the services they have agreed to purchase. A website design agreement does not automatically include SEO, ongoing hosting, or website management unless those services are expressly identified.
Each signed agreement identifies the applicable services, fees, billing schedule, renewal terms, cancellation requirements, and any additional conditions.
Changes to these published terms do not automatically modify existing signed agreements. Any contractual changes must be handled according to the agreement and applicable law.
13 / Third-Party Services & Expenses
Clear responsibilities for external tools and subscriptions.
Some websites depend on third-party services that have separate costs, licenses, and terms.
Domain registrations, premium plugins, themes, stock media, software subscriptions, payment processors, external APIs, and other third-party products are included in ThePixel's fees only when expressly listed in the signed agreement.
ThePixel will identify known third-party expenses within the agreed scope. Any additional paid service requiring client approval will be discussed before purchase. The client is responsible for approved recurring charges and maintaining required subscriptions unless the agreement states otherwise.
Third-party pricing, availability, features, and licensing terms are controlled by their providers and may change independently of ThePixel.
14 / Website Backups & Data Recovery
Understand how website data is protected and restored.
Backup and recovery services depend on the hosting or management plan selected.
When backups are included, the signed service agreement defines the applicable backup arrangements, retention periods, and any available restoration support. Backups reduce risk but do not guarantee recovery of every file, database entry, or recent change.
Clients should maintain independent copies of important business records and content. Data recovery, emergency restoration, and migration work outside the agreed plan may require a separate estimate and approval.
Before a hosting or management service ends, clients should arrange transfer and retention of needed website files and data. For unpaid hosting accounts, the suspension and potential deletion terms in Section 08 apply, including the 7-calendar-day period measured from the original payment due date and written notice before permanent deletion. ThePixel's obligations to retain or provide data after termination are governed by the signed agreement and applicable law.
15 / Warranty & Post-Launch Support
Know what happens after your website is completed.
Project completion and ongoing support are separate parts of a website's lifecycle.
The signed project agreement defines any included correction period, support window, or warranty for work delivered by ThePixel. Issues where agreed functionality does not perform as specified will be reviewed under those terms.
New features, additional pages, design changes, content updates, third-party changes, and problems caused by later modifications or unsupported software are not automatically included in the original project fee.
Ongoing maintenance, security updates, monitoring, and technical support are provided only through the applicable service plan or a separately approved engagement. Any additional work will be scoped and approved before billable work begins.
16 / Limitation of Liability
Reasonable expectations when unexpected issues occur.
ThePixel works to provide reliable services, while recognizing that websites depend on technology, networks, and third-party systems.
To the extent permitted by applicable law and expressly provided in the signed agreement, ThePixel's liability for claims arising from a particular project or service may be limited to the fees paid for the affected project or service during the period specified in that agreement.
To the extent permitted by law and the signed agreement, ThePixel may exclude liability for indirect or consequential losses, including lost profits, lost business opportunities, and interruptions resulting from third-party services or events outside ThePixel's reasonable control.
These limitations do not exclude or restrict liability that cannot lawfully be limited. The specific allocation of risk, available remedies, and any exceptions are governed by the signed agreement and applicable law.
17 / Frequently Asked Questions
Common questions about working with ThePixel.
How much is the initial deposit?
ThePixel typically requires a 50% deposit before beginning custom website projects. The remaining balance is usually divided into two 25% milestone payments.
When is the final payment due?
The final payment is due when the agreed website work has been completed and is ready for launch, according to the signed project agreement.
Can I cancel my project after signing?
Yes. Clients may request cancellation in writing. ThePixel offers a 24-hour cancellation window after both parties sign the agreement. Any refund or remaining balance depends on completed work, earned milestones, approved expenses, and the signed agreement.
What happens if I decide not to launch my website?
Completed work remains payable according to the signed agreement, even if the client chooses to delay or cancel the website launch.
What happens if my project is delayed?
Project schedules may be adjusted when required content, feedback, or approvals are delayed. Projects inactive for 7 consecutive days may be placed on hold or closed after written notice, as permitted by the signed agreement.
When do I receive ownership of my website?
After project completion and full payment, the client receives ownership of the final website design and deliverables specified in the signed agreement, subject to applicable third-party licenses.
Is web hosting the same as website management?
No. Web hosting provides the technical environment for your website. Website management may include maintenance, updates, support, and other services defined in your selected plan.
Do hosting and website management renew automatically?
Yes, when automatic renewal is included in the signed service agreement. Annual services renew for another 12 months unless written cancellation is received at least 7 calendar days before renewal, subject to applicable law.
When must I cancel an annual service?
Written cancellation notice must be received at least 7 calendar days before the annual renewal date. Late cancellation requests generally take effect at the end of the renewed term, subject to applicable law and the signed agreement.
What happens if my hosting invoice is not paid?
Hosting may be suspended when payment is overdue, without an additional grace period. If the balance remains unpaid 7 calendar days after the original due date, hosted website data may be permanently deleted following written notice, subject to the signed agreement and applicable law.
Can I transfer my website to another hosting provider?
Yes. Clients may arrange to transfer their website to another provider. Any migration assistance from ThePixel is subject to the signed agreement and may require an additional fee.
Does ThePixel guarantee SEO rankings or AI search visibility?
No. ThePixel works to improve technical SEO, content relevance, and search readiness, but cannot guarantee specific rankings, traffic, leads, or inclusion in AI-generated answers.
Are SEO services included in hosting or website management?
SEO and AI search visibility services are scoped separately unless they are expressly included in your signed service agreement.
Do ongoing SEO services follow the annual hosting cancellation policy?
Not automatically. SEO engagements may be one-time or ongoing. Their billing, renewal, and cancellation terms are specified in the signed SEO agreement.
These terms may be updated for future projects and service agreements. Changes to this webpage do not automatically modify existing signed agreements.
Let's Talk
Have questions about our project or service terms?
We're happy to discuss project expectations, annual services, payments, renewals, and cancellation policies before you make a commitment.
