Effective Date: September 29, 2026
This Cancellation Policy (“Policy”) explains how Clients may cancel Projects and recurring Services provided by Topstier. Topstier is operated by Topstier (“Topstier,” “we,” “us,” or “our”).
Cancellation and refunds are related but separate. A cancellation request tells Topstier to stop future Project work where reasonably possible. Any refund resulting from cancellation is determined separately under our Refund Policy.
This Policy should be read together with our Terms & Conditions, Privacy Policy, your Project scope, milestone roadmap, any recurring-service terms, and other Project-specific documentation.
You may request cancellation of an active Project at any stage. Cancellation requests must be submitted through an official Topstier customer-service or Project communication channel (see Section 11).
Once we receive a valid cancellation request, we will take reasonable steps to stop future work that has not already been performed, completed, committed, purchased, scheduled in a non-cancellable way, or otherwise reasonably incurred.
Cancellation does not reverse Services already performed before the effective cancellation date.
Topstier offers a voluntary 48-Hour Cancellation Window, starting from the date and time your Project payment is successfully completed.
During this period, you may cancel for any reason, including a change of mind. Under Topstier’s standard milestone-based framework, and subject to applicable law, 10% of the Total Project Value may be retained as the Project Acquisition & Initiation Allocation, and the remaining 90% will ordinarily be eligible for refund, provided substantive Project work has not progressed beyond the initiation stage.
The 48-Hour Cancellation Window is a Topstier contractual policy. It does not replace, limit, or waive any statutory cooling-off, cancellation, or rescission right that may apply under federal or state law.
After the 48-Hour Cancellation Window ends, you may still cancel an active Project, and we will take reasonable steps to stop future work once we receive your request.
Cancelling after this period does not void the transaction, reverse Services already provided, make completed milestones refundable, or automatically entitle you to a full refund. Any refundable balance is determined by the applicable Project stage, our Refund Policy, and applicable law.
You may cancel because of a change of mind during the 48-Hour Cancellation Window. After that period, a change of mind alone does not create a separate right to a refund.
Examples include deciding the Project is no longer needed, changing business plans or strategy, choosing another provider, a change in funding, or a change in personal preference, where the reason is unrelated to Topstier’s performance.
You can still cancel future Project work at any time. This Section does not restrict any legal right or remedy you have if Topstier materially fails to perform the agreed Services.
If a Project is cancelled before substantive work begins, we will stop future performance once the cancellation request is processed. Unless a greater refund is required by law, Topstier’s standard framework allocates 10% of the Total Project Value to Project Acquisition & Initiation.
If you cancel after Initial Delivery (for example, after receiving your first logo concepts, website design mockups, or first draft), we will stop future unperformed work where reasonably possible. The Initial Delivery and Services already performed remain part of the Project record.
Under Topstier’s standard framework, 30% of the Total Project Value is allocated in total to Project Acquisition, Initiation, and Initial Work following Initial Delivery, which includes the original 10% initiation allocation. The remaining balance is treated according to the later Project milestones.
Where one or more later milestones have been completed before cancellation, the Services for those milestones remain completed. Cancellation applies going forward only and does not undo completed milestones.
Any refundable balance will ordinarily be based on the remaining unperformed portion of the Project, subject to our Refund Policy and applicable law.
If you cancel while a milestone is in progress but not yet complete, we will stop further work where reasonably practical.
The in-progress milestone will be assessed based on documented work actually performed, resources already used, and any non-cancellable commitments already incurred. Topstier will not treat an entire unfinished milestone as completed simply because work on it has started.
Before cancelling, you may have requested revisions, selected a concept or direction, approved work or a milestone, requested additional work, or otherwise asked us to continue. These communications may be kept as part of the Project record.
Cancellation does not retroactively withdraw instructions under which we have already performed work. Work completed in response to your earlier instructions will be considered when determining the Project stage and any refund.
Some Projects involve third-party products or commitments that cannot reasonably be cancelled once ordered, registered, activated, or purchased, such as domain registrations, hosting, software licences, subscriptions, paid plugins or themes, stock assets, AI or API usage, and other external expenses.
We will take reasonable steps to stop future avoidable third-party spending after cancellation. Costs that were authorized, actually incurred, and cannot reasonably be recovered may remain chargeable or may reduce an otherwise refundable balance, subject to applicable law.
Send your cancellation request in writing to support@topstier.net or through your official Project communication channel. Please include enough information to identify the Project, such as:
Please clearly state that you are instructing Topstier to stop future Project work. You do not need to give a reason for cancelling.
For a one-time Project, cancellation normally takes effect when Topstier receives a clear written request that identifies you and the Project and instructs us to stop future work.
We may contact you where reasonably necessary to verify the request, identify the account or Project, confirm which Services are being cancelled, or prevent unauthorized changes. Verification will not be used to create unnecessary barriers to cancellation.
Not providing feedback, approvals, content, access, or instructions does not automatically cancel a Project. If a Project is inactive, Topstier may place it on hold, revise the schedule, archive Project materials, or reallocate resources as permitted under our Terms & Conditions. To cancel, you must submit a cancellation request through an official channel.
Some Topstier Services may be provided on a recurring basis, such as hosting, domain renewals, website maintenance, technical support, or chatbot plans. Where recurring billing applies, the recurring terms will be disclosed when you enroll or authorize the charge.
You may cancel a recurring Service using the cancellation method made available for that Service or by contacting us. Cancellation stops future renewals and charges once it takes effect. Charges validly incurred before the effective cancellation date remain subject to the applicable recurring-service terms.
Where the law requires an online or equivalent cancellation method for a recurring or automatically renewing Service, Topstier will provide it. We will not add unnecessary steps to prevent or delay a valid cancellation, although reasonable verification may be required to protect your account.
Where required by law, Topstier may send notices about recurring Services, such as renewal reminders, trial-expiration notices, billing information, price-change notices, and cancellation instructions. The timing and form of these notices may vary by Service and applicable law.
Where a subscription, licence, hosting plan, domain, platform, or other external service is contracted directly between you and a third-party provider, you may need to cancel it directly with that provider. Topstier cannot guarantee cancellation of an agreement we are not a party to. Where we manage the third-party service as part of your Project, we will take commercially reasonable steps to help.
If you want to cancel because you believe Topstier has materially failed to provide the agreed Services, please explain your concern in your cancellation request.
Where appropriate, we may offer to investigate, correct an error, complete an outstanding Deliverable, provide a revision, replace an affected Deliverable, or offer another reasonable resolution. You are not required to give up any mandatory legal remedy to request cancellation or a resolution.
Some transactions may be covered by federal or state laws that give cancellation, rescission, or cooling-off rights in addition to this Policy. Where such a law applies, it controls over any inconsistent part of this Policy. Topstier’s 48-Hour Cancellation Window will never be used to shorten a longer cancellation period required by law.
Where a recurring or automatically renewing Service is subject to consumer-protection requirements, Topstier will handle cancellation in line with those requirements. Nothing in this Policy waives your non-waivable rights regarding recurring billing, automatic renewal, authorization, renewal notices, cancellation methods, or stopping future charges.
We encourage you to contact our support team if a cancellation or billing issue needs review. Nothing in this Policy prevents you from exercising lawful rights available through your card issuer, payment provider, bank, or consumer-protection authority.
Some Projects may be governed by separately negotiated written cancellation, termination, or milestone terms. Where Topstier and the Client expressly agree to different terms in writing, those terms apply to the extent of the difference, subject to applicable law.
Topstier may update this Policy from time to time. The Effective Date at the top of this page shows when it was last updated.
The Policy that applies to an existing Project is normally the one in effect when the engagement began, unless the parties agree otherwise, the law requires a change, or the updated version gives you greater protection. We will not use a later change to reduce a cancellation right that applied to an earlier transaction.
Cancellation and refund eligibility are separate matters:
Both should be read together.
Nothing in this Policy excludes, restricts, or waives any mandatory cancellation, rescission, cooling-off, recurring-service, refund, payment, or consumer right that cannot lawfully be excluded. Where a provision of this Policy conflicts with mandatory law, the law controls to the extent of the conflict.
Send cancellation requests or questions about this Policy through any of these channels. You can also use the live chat on this website.
Clients with active Projects may also submit cancellation requests through their official Project communication channel.