Refund & Cancellation Policy
When a service or recurring plan may be cancelled and how to request a refund.
1. Scope of this policy
This policy applies to Website Support, IT Consulting, and Digital Business Support ordered from ExpandLane LLC. Services are digitally delivered and often customised; there are no physical products to return.
2. Cancellation before work starts
If cancellation is requested before work begins and before non-refundable external costs are committed, a full refund may be available. Send the request as soon as possible with the order reference.
3. Cancellation after work starts
If performance has begun, the request is reviewed against completed work, reserved time, delivered items, and non-refundable third-party costs. Only a partial refund may be available, or no refund may be available if the agreed scope has been completed.
4. Deposits, reservations, and custom projects
When a quote identifies an amount as a deposit or reservation fee, it reserves time and planning. After work starts, completed work and committed costs may be deducted from any amount returned. A custom quote may state additional project-specific terms.
5. Delivery or quality concerns
If a delivery does not match the written scope, contact us with a clear description. The first remedy is normally correction or completion of the missing item within a reasonable time. If that is not possible, a full or partial refund is reviewed according to the impact.
6. Recurring plans
The public Digital Business Support Plan uses monthly billing. Any other schedule is offered only through a written proposal or secure custom payment request with explicit approval.
- Cancellation may be requested through the protected billing-management link or by support email.
- Submit the request before the next cycle begins. Cancellation applies to future charges after it is recorded.
- End-of-period cancellation does not automatically refund a completed paid cycle.
- A refund request for the current cycle is reviewed separately against work performed, possible billing error, and applicable rights.
- Pause, resume, or replacement of a plan occurs only through the available authorised process and required consent.
7. Duplicate, incorrect, or unauthorised payments
Contact us promptly if you see a wrong amount, duplicate charge, or payment you do not recognise. Do not start another attempt while an outcome is still being checked. We will review authoritative records with the payment provider and may request identity-verification information, but never a full card number or security code.
8. Refund method and timing
When approved, a refund is normally submitted through the payment provider to the original payment method. We aim to review a complete request within five business days, although a complex investigation may take longer. After submission, the payment provider and receiving bank control when the credit appears.
9. How to make a request
Email support@expandlane.com with your name, order reference, service, amount, reason, and relevant evidence. Do not send card data, a password, or a secret key.
10. Mandatory rights and disputes
This policy does not exclude mandatory consumer rights that cannot be waived. We welcome direct contact so we can investigate, and this policy does not prevent use of a legal right available through your bank, payment provider, or consumer authority.