Last updated: 5 October, 2026
This policy explains when and how The Aisles Ltd. (“Cayman Ecommerce”) gives refunds for the services we sell through this website and our client portal. It forms part of our Terms of Service. Nothing in it limits any rights you have under Cayman Islands law.
1. At a glance
| Situation | What happens |
|---|---|
| Quote requests and estimates | Always free. Nothing is charged until you approve an estimate. |
| You cancel after paying the deposit, before work starts | Full refund of the deposit, less any third-party costs we have already paid on your behalf. |
| You cancel after work has started | We refund any amount you have paid that exceeds the value of work completed to date. |
| Work you have approved (milestones, proofs, launch) | Not refundable — we will fix any defects instead. |
| Monthly services (marketing, care plans) | Cancel any time with 30 days’ notice. No refunds for the current month. |
| Third-party costs (domains, licences, hosting, ad spend, payment fees) | Not refundable by us; ownership is transferred to you where possible. |
| We are unable to deliver what we agreed | Refund for any work not delivered. |
| Duplicate or mistaken payment | Refunded in full. |
2. Returns
We provide services and digital work (websites, themes, plugins, integrations, marketing and consulting), not physical goods, so there is nothing to physically return. Once source files, themes, plugins or other digital deliverables have been handed over or installed, they cannot be “returned”; instead, our warranty in section 6 applies. If we have purchased physical equipment for you (for example a label printer), it is covered by the manufacturer’s or retailer’s own returns policy, and we will help you with any return.
3. Deposits and cancellation
- When you approve an estimate in the client portal, we issue a 50% deposit invoice. Work is scheduled once it is paid.
- Before work starts (no kickoff meeting held and no design, development or setup carried out): cancel by ticket or email and we refund the deposit in full, less any third-party costs already incurred for you, which we will show you.
- After work starts: we calculate the value of work completed — by approved milestones, or by time spent at our standard hourly rate shown in your estimate — and refund any amount you have paid above that value. We will send you a breakdown. If the value of work completed is more than you have paid, the difference is payable.
- Work you have approved in the portal (proofs, milestones, launch sign-off) is treated as completed and accepted.
- If a project is paused by you for more than [60] days without a new date agreed, we may treat it as cancelled under this section.
4. Monthly and recurring services
Digital marketing, website care plans and other monthly services can be cancelled at any time with 30 days’ notice through a support ticket. You will not be charged after the notice period ends. Fees already invoiced for the current month are not refundable, and any minimum term stated in your estimate (for example three months for SEO) still applies. Advertising spend paid to platforms such as Google or Meta is paid directly to them and cannot be refunded by us.
5. Third-party costs
Domain registrations, hosting, premium themes and plugins, software subscriptions, stock images, payment-gateway setup fees and similar costs are paid to third parties and are non-refundable once purchased. Where possible we register these in your name or transfer them to you. Card and bank processing fees charged on your original payment may not be returned by the processor.
6. Our warranty: fixing problems instead of refunds
- Every build includes 30 days of post-launch support. If something we built does not work as agreed in your estimate, report it by ticket and we will fix it at no charge.
- If we cannot fix a defect within a reasonable time, we will refund the part of the fee that relates to the work affected.
- The warranty does not cover changes made by you or other developers, third-party plugin or platform updates, hosting problems outside our control, or new features not in your estimate — these can be quoted separately.
7. If we cannot deliver
If we have to cancel a project, or cannot deliver what we agreed for reasons within our control, we will refund all amounts paid for work that has not been delivered, and hand over any completed work.
8. How to request a refund
- Open a Billing support ticket in the client portal, or email support@caymanecommerce.com, with your invoice number and the reason.
- We will acknowledge your request within 2 business days and give you a decision, with a breakdown where relevant, within 5 business days.
- Approved refunds are made to the original payment method within 10 business days: card refunds through the original processor, bank-transfer refunds to the account the payment came from. Your bank may take a further 5–10 business days to show it.
- Refunds are made in the currency you paid. We are not responsible for exchange-rate differences or charges made by your bank.
- Every refund appears in your portal under Payments with a reference number.
9. Chargebacks and disputes
Please contact us before disputing a charge with your bank — most issues can be resolved quickly. If a chargeback is raised for a payment that is not eligible for a refund under this policy, we may pause work on related projects and provide the processor with evidence, including your approvals in the client portal. If you are not satisfied with our decision, you can ask for it to be reviewed by a director by replying to our decision email.
10. Stores we build for you
This policy covers the services we sell to you. It does not apply to products your customers buy from an online store we build for you — your own store needs its own refund and returns policy, which we are happy to help you prepare.
11. Contact
Cayman Ecommerce · George Town, Grand Cayman, Cayman Islands · support@caymanecommerce.com · +1 (345) 546-9678. See also our Privacy Policy.
Questions about this policy? Email us · Manage your data in the client portal