Short version: downloadable products are generally not refundable after access is provided, but SiteFueler will address a wrong, materially misdescribed, incomplete, corrupt or undelivered product and will always respect remedies that applicable consumer law makes mandatory.
1. Scope
This policy covers (a) ready-made downloadable templates, sections, components and files purchased through SiteFueler and (b) custom or professional services accepted after discussion. It does not govern a third-party product purchased from an external seller through an affiliate link; requests for those transactions must normally be made to that seller.
2. Digital products are supplied immediately
A digital product is considered made available when the correct file or access is placed in the customer account, a functioning download link is issued, or another agreed electronic delivery method is completed. Digital files can be copied and retained immediately. Therefore, except where this policy or mandatory law provides otherwise, purchases are final once access is made available.
Customers should review the complete description, preview or demo, stated inclusions, documentation, compatible WordPress/theme/builder/software versions and license before purchasing. Pre-purchase questions may be sent to help@sitefueler.com.
3. Requests that normally do not qualify
Subject to mandatory legal rights, SiteFueler normally will not refund a digital product because of:
- change of mind or finding another preferred product;
- an accidental purchase or failure to review the cart before payment;
- lack of technical knowledge, skill, software, hosting capacity or required third-party product;
- a personal preference not promised in the product description;
- incompatibility that was clearly disclosed before purchase;
- failure to read the description, preview, documentation, license or requirements;
- a customer or third party modifying, deleting, corrupting or misconfiguring the files;
- a third-party theme, plugin, builder, API, browser, hosting environment or software update outside SiteFueler’s control;
- refusal to provide reasonable diagnostic details needed to reproduce a claimed defect;
- failure to download or back up the product during a clearly disclosed access period; or
- an attempt to obtain a refund while continuing to use, distribute or commercially benefit from the product.
4. Issues we will investigate
A refund, corrected file, replacement download, support step, store credit where accepted by the customer, or another appropriate remedy may be provided when:
- the delivered item is materially different from the product identified in the order;
- a file or component expressly listed as included is missing;
- the supplied package is corrupt or unusable and SiteFueler cannot provide a working replacement;
- the customer is charged more than once for the same intended purchase;
- payment succeeds but SiteFueler fails to provide access within a reasonable time after notice;
- a material claim in the listing was inaccurate at the time of purchase; or
- applicable consumer law requires a refund, repair, replacement, price reduction or other remedy.
Where reasonable, SiteFueler may first supply the correct product, missing file, replacement package, updated instructions or direct technical assistance. A refund is appropriate when that remedy cannot resolve a qualifying issue within a reasonable time or where law gives the customer a direct refund right.
5. Compatibility and product defects
A defect is assessed against the published description and supported environment at the time of purchase. A product is not necessarily defective because it requires ordinary setup, differs from demo content expressly excluded, or fails after unsupported customization or a third-party change.
Before deciding a technical request, we may ask for the order number, product/version, WordPress and PHP versions, active theme/builder/plugin information, browser console output, screenshots or a safe reproduction. Never email passwords, private keys, full financial credentials or an unrestricted production backup. If access is necessary, use a separately agreed secure method and revoke it when support ends.
6. How to make a digital-product request
- Contact help@sitefueler.com or open an account support ticket.
- Use the subject “Refund request” or select the closest support category.
- Provide the order number, product name, purchase email, date and a clear description of the issue.
- Attach only evidence reasonably needed to show the issue and remove unnecessary personal or confidential information.
- Allow us a reasonable opportunity to verify delivery records and provide a correction or replacement.
Submit the request promptly after discovering the issue and, where possible, within 14 days of purchase. This administrative request period does not shorten a longer mandatory legal remedy.
7. Review and decision
We may review order, payment, account, download, consent, support, server and security records to verify the transaction and reported event. We aim to acknowledge a properly submitted request within 3 business days and communicate a decision or next step within 7 business days, although complex technical, payment-provider or fraud reviews can take longer.
Approval is based on the facts, the product description, this policy and applicable law—not on the absence or presence of a download alone. We will provide a reason if a request is declined and identify a further grievance route where available.
8. Approved refunds
An approved refund is normally issued to the original payment method through PayPal or PhonePe. Provider and banking processing times are outside SiteFueler’s direct control; after initiation, funds commonly take 5–10 business days but can take longer by country, method or provider.
SiteFueler will not require a customer to accept store credit instead of a legally required monetary refund. Currency conversion, intermediary fees and exchange-rate movement are handled according to the provider’s terms unless law requires SiteFueler to bear them.
When a full refund is completed, the product license ends and the customer must stop using and distributing the refunded files and delete retained copies, except where retaining evidence is legally necessary.
9. Regional withdrawal rights for digital content
Some regions provide a cooling-off or withdrawal period but permit that right to end when immediate digital supply begins after the customer gives express consent and acknowledges the consequence. Where this applies, SiteFueler checkout will request a separate affirmative acknowledgment before providing immediate access.
If the required consent or acknowledgment was not validly obtained, or if local law grants a non-waivable right, SiteFueler will apply that law. Nothing in this policy removes statutory rights concerning digital content that is faulty, misdescribed or not supplied.
10. Professional-service deposits and payments
An initial inquiry is free. Before work begins, the parties will agree scope, price, timing, revisions, assumptions, milestones and payment terms. Unless the proposal states otherwise, most projects require approximately 50% advance payment. The remaining balance is due after agreed completion and approval and before final files, credentials, website control or other deliverables are handed over.
An advance reserves capacity and pays for discovery, planning, development time, allocated resources and work performed. Third-party purchases, hosting, software licenses, domains, stock assets or other external expenses are separate unless expressly included.
11. Client cancellation of professional services
Before work begins, a client may request cancellation. SiteFueler will return the advance less any non-refundable third-party cost already authorized and incurred and a reasonable amount for any agreed preliminary work already completed.
After work begins, the advance is generally non-refundable if the client cancels. If the value of completed work and committed costs is lower than the amount paid, SiteFueler may provide an appropriate partial refund after reviewing the project record. If completed work exceeds amounts paid, the client must pay for authorized work up to cancellation before receiving any usable work product.
No refund is normally due for delay caused by missing content, credentials, access, approvals, feedback or decisions from the client. SiteFueler may pause the schedule and revise the delivery estimate. A prolonged inactive project may be closed after reasonable notice under the project terms.
12. SiteFueler cancellation or inability to complete
If SiteFueler cannot complete the agreed service for reasons attributable to us, we will notify the client and propose a revised plan, partial handover or cancellation. The client may receive a full or proportionate refund based on usable work already completed, authorized third-party costs, and the circumstances. If no usable agreed deliverable is supplied due to our inability to perform, the service amount paid will generally be refunded.
Events outside reasonable control—such as platform outages, natural events, legal restrictions, serious illness, third-party API changes or widespread network failure—will be addressed fairly through rescheduling, scope adjustment or termination according to the project and mandatory law.
13. Revisions, scope changes and approval
The project agreement will specify included revisions. Requests outside the scope or revision allowance are change requests and may require additional price and time. A client may not characterize new functionality or a changed preference as correction of a defect unless it contradicts an agreed requirement.
SiteFueler will provide a reasonable review opportunity. Approval may be recorded by email, ticket, meeting follow-up or project system. Final payment and handover do not waive an express warranty or mandatory remedy, but new requests after acceptance are ordinarily maintenance or a new scope.
14. Chargebacks, fraud and abuse
Contact us before opening a payment dispute so that a genuine problem can be investigated. Nothing restricts a lawful chargeback right, but knowingly making a false claim, retaining and using refunded files, or concealing successful delivery may result in account restriction and submission of relevant records to the payment provider or authority.
15. Complaints and mandatory rights
This policy operates subject to consumer-protection rights that cannot be excluded. If you disagree with a decision, reply to the ticket or email admin@sitefueler.com with the request reference and reason. SiteFueler will review the grievance separately where practicable.
Indian law governs the SiteFueler agreement, subject to mandatory protections and jurisdiction available to consumers. Competent courts in Dakshina Kannada District, Karnataka, have jurisdiction except where non-excludable law provides another forum.