Last updated: 2026

We want you to be happy with your purchase. This policy explains when refunds are available, how to request one, and how cancellations work across our different service lines.

Template Customization Packages (one-time, $899–$2,499)

  • 2-Week Delivery Guarantee. Every package ships in 14 days or less, measured from the date we receive your complete kickoff brief and site access. If we miss this deadline for reasons within our control, you’re entitled to a full refund — just email us within 7 days.
  • Before kickoff call: full refund, minus a 5% payment-processing fee.
  • After kickoff but before design review (typically days 1–5): 75% refund.
  • After design review (day 5 onwards): 50% refund; the work-in-progress and source files are delivered to you.
  • After handover: non-refundable; any in-scope fixes are handled through the included support window.

Custom Branded Design Packages (one-time, $5,000–$15,000)

  • A written Statement of Work precedes every project. It details milestones, deliverables, and any custom refund terms specific to the engagement.
  • Before kickoff: full refund minus processing fees.
  • After kickoff, before first milestone: 70% refund.
  • After first milestone: prorated based on milestones completed. Work-in-progress is delivered.
  • After final delivery: non-refundable; covered by the included support window instead.

Monthly Maintenance Plans (recurring, $500–$1,500/mo)

  • Cancel anytime. Cancel from your account page or by emailing us. No cancellation fees.
  • Monthly plans: your current month remains active through the end of the billing period. No partial-month refunds — you keep the service you paid for through the end of the cycle.
  • Annual plans (20% discount): if you cancel before the 12-month term ends, you’re refunded for remaining full months at the non-discounted monthly rate. Example: canceling a $4,800/year Care Plan after 4 months = refund of 8 × $500 = $4,000.
  • Failed recurring charges: we retry for 7 days. After that, the plan is paused until payment details are updated. No refunds for paused-plan downtime.

One-Off WordPress Services

  • Before kickoff: full refund minus processing fees.
  • During delivery: refund for remaining undelivered scope, at our discretion.
  • After handover: the service includes a 14-day free fix window. If we can’t deliver what was promised in writing, you’re entitled to a full refund.

Template Downloads (ThemeForest + Direct)

  • Templates sold through ThemeForest are subject to Envato’s refund rules. Contact ThemeForest support for refund requests on those purchases.
  • Templates purchased directly from metropolitanhost.com follow Envato’s equivalent rules: refunds are available for items that don’t work as described or contain substantial defects, when reported within 30 days of purchase. No refunds for buyer’s remorse on digital downloads that function as described.

How to Request a Refund

  1. Email info@metropolitanhost.com with your order number and the reason for the request.
  2. We’ll respond within 2 business days.
  3. Approved refunds are processed via the original payment method. Stripe refunds typically settle in 5–10 business days; PayPal in 3–5.

Chargebacks

Please contact us first before initiating a chargeback — we respond fast and in good faith. Chargebacks initiated without prior contact may be contested with supporting documentation.

Contact

Questions? Email info@metropolitanhost.com.