Refund & Cancellation Policy

1. Rescheduling

You can reschedule your project's start date at any time, free of charge, before work begins. Tell us as early as you can so we can offer you the next available slot.

2. Cancelling a one-off project (website builds, apps, e-commerce, design, SEO Foundations)

• Before work has started: full refund, no fee.
• After work has started, before delivery: you're refunded the price you paid, minus a fair charge for the work genuinely completed up to the point you cancel — we tell you this amount in writing before finalising the cancellation, calculated against the stated deliverables for your package, never a flat non-refundable percentage.
• After delivery/completion: the service has been performed in full; no refund is due, in line with the digital-services withdrawal waiver in §4 below.

3. Cancelling a recurring plan (Care Plans, Growth Monthly/Plus)

You can cancel a monthly or annual plan at any time. Your plan continues, with no further work interruption, until the end of the period you've already paid for; we don't charge you again after that. We don't refund the current paid period once it has started, since the included hours/response-time commitment for that period is already being held for you.

4. Your EU 14-day right of withdrawal, and its digital-services waiver

As a consumer buying at a distance in the EU, you normally have 14 days from the date of your order to withdraw without giving a reason, under EU Directive 2011/83/EU (implemented in Portugal by Decreto-Lei n.º 24/2014).

Because our services are digital/project work that we typically begin quickly at your request, at checkout we ask you to expressly confirm that you want us to start work before the 14-day period ends. If you agree to this:

• If we complete the service in full before you withdraw, you lose the right of withdrawal entirely, as permitted by law once a digital service contract has been fully performed with your express request and acknowledgement.
• If you withdraw before the service is fully performed, you owe us a proportionate amount for the work genuinely carried out up to the moment you tell us you're withdrawing, and we refund the rest.

If you do not ask us to start early, we won't begin your project until the 14-day period has passed, and you keep the unconditional right to withdraw and receive a full refund during that period.

5. The Build Slot Deposit

The €2,500 deposit reserves your place in our delivery calendar and is credited in full against your agreed project price once the build begins. If the project doesn't go ahead, the deposit is refunded under the same terms as §2 above, based on any planning work genuinely completed against your reserved slot.

6. How to request a refund

Email support@webnestteam.com with your order reference. We confirm receipt within 1 business day and process approved refunds within 14 days, to the original payment method (or, for bank-transfer orders, to the account the payment came from).

7. What isn't refundable

Third-party costs already incurred on your behalf at your request (e.g. a domain name registered for you, a paid stock-photo licence) are passed through and aren't refundable once purchased on your behalf, though we tell you before incurring them.

8. Contact and complaints

support@webnestteam.com · +351 639 233 140. If we can't resolve something directly, see the complaints options in the Terms of Service (Livro de Reclamações, EU ODR platform).