Effective Date: September 29, 2026
This Refund Policy (“Policy”) explains how refund eligibility is determined for products and Services purchased from Topstier. Topstier is operated by Topstier (“Topstier,” “we,” “us,” or “our”).
Because Topstier provides customized logo, branding, website, e-commerce, animation, AI chatbot, and related Services, each Project differs in scope, duration, and Deliverables. We therefore use a milestone-based refund framework that allocates the Total Project Value according to the stage of work performed.
This Policy should be read together with our Terms & Conditions, Cancellation Policy, your Project scope, milestone roadmap, and any proposal, order, invoice, or other Project-specific written terms.
Unless a different written allocation has been expressly agreed for your Project, Topstier applies the following framework:
The 30% after Initial Delivery includes the original 10%. The 10% and 30% amounts are allocations of the agreed Total Project Value. They are not additional fees, penalties, or surcharges added to your Project price.
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. Where a valid cancellation request is received within the window, and no greater refund is required by law, Topstier may retain the 10% Project Acquisition & Initiation Allocation, and the remaining 90% of the Total Project Value will ordinarily be refunded.
This window is a Topstier contractual policy and does not replace or restrict any statutory cancellation, rescission, or cooling-off right that may apply under federal or state law.
Once your Project is confirmed and payment is received, Topstier begins allocating resources to it. For this reason, 10% of the Total Project Value is allocated to Project Acquisition & Initiation.
This may include onboarding, consultation, requirement assessment, account setup, payment administration, Project-management setup, internal coordination, assigning designers or developers, and production scheduling. This allocation is part of the Total Project Value, not an extra charge.
After initiation, we begin the first substantive stage of work. Depending on the Service, Initial Work may include research, discovery, planning, concept development, logo sketching, design, wireframing, technical setup, development, chatbot flow design, scripting, storyboarding, or content preparation. Initial Work varies between Projects.
Initial Delivery occurs once Initial Work is complete and the first meaningful output has been provided to you. Examples include your first logo concepts, website design mockups or wireframes, a store or app preview, a chatbot prototype, an animation storyboard or first cut, or a first content draft.
After Initial Delivery, 30% of the Total Project Value is allocated to the acquisition, initiation, and Initial Work already performed. This 30% includes the original 10%. It is not 10% plus an additional 30%.
After Initial Delivery, the remaining 70% of the Total Project Value is ordinarily divided equally among the Remaining Milestones in your Project milestone roadmap. For example:
These examples only illustrate the calculation. Your actual milestone structure will be communicated during onboarding, scope confirmation, or Project planning.
A milestone is ordinarily considered complete when the work for that stage is finished and the corresponding Deliverable or output has been provided or made reasonably available to you.
Once a milestone is complete, its share of the Total Project Value is treated as attributable to Services already performed, so the potential refundable balance decreases as milestones are completed.
If a refund or cancellation request is received while a milestone is in progress but not complete, Topstier may determine a reasonable proportion of that milestone attributable to work actually performed before the effective cancellation date.
Relevant factors may include documented work completed, production time used, resources and personnel allocated, Deliverables already prepared, and non-cancellable commitments incurred. Topstier will not treat an entire unfinished milestone as complete simply because work on it has begun. Any allocation remains subject to applicable law.
Unless applicable law or a different written arrangement requires otherwise:
| Project Stage | Allocated | Potential Refund |
|---|---|---|
| Before substantive work begins | 10% | Up to 90% |
| After Initial Delivery | 30% in total | Up to 70% |
| After additional milestones | 30% + each completed milestone | Remaining unperformed balance |
| During an in-progress milestone | Reasonable share of that milestone, based on documented work | Remaining unperformed balance |
| All milestones completed | 100% | None ordinarily |
During the 48-Hour Cancellation Window, you may cancel because you have changed your mind, subject to this Refund Policy.
After the window ends, 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 priorities, choosing another provider, deciding not to launch the business, a change in funding, or a change in personal preference, where the reason is unrelated to Topstier’s performance.
You may still cancel future Project work under our Cancellation Policy, and any refundable balance will be determined under this Refund Policy. This Section does not restrict any remedy required by law or arising from Topstier’s material failure to perform the agreed Services.
During a Project, you may give feedback, request revisions, select a concept or direction, approve work, request additional work, or ask us to move to the next stage. These communications may be kept as part of the Project record and may show that you received and reviewed the work and authorized us to continue.
A revision request or instruction to continue does not by itself waive your rights under this Policy or the law. However, work actually performed in response to those instructions will be taken into account when determining the Project stage and refundable balance.
Because our Services are customized, not every Project follows the same process. The milestones for your Project will be communicated during onboarding, scope confirmation, or Project planning, and may include stages such as concepts, design, revisions, development, testing, approvals, launch, and final delivery.
Unless Topstier and the Client expressly agree to a different written allocation, this Refund Policy determines how the Total Project Value is allocated across those milestones.
Some Projects require third-party products or services, such as domain registrations, hosting, software licences, premium plugins or themes, stock images or fonts, AI or API usage, platform fees, and other external costs.
Where these costs were authorized, actually incurred, and cannot reasonably be recovered, they may be deducted from an otherwise refundable balance to the extent permitted by law. Topstier will not deduct the same cost twice where it is already accounted for within another allocation.
Where an agreed Service, Deliverable, or Project has been fully performed and delivered, the portion of the Total Project Value attributable to it is ordinarily non-refundable. This does not affect any warranty, statutory, or consumer remedy that applies independently under law.
If you believe Topstier has materially failed to provide Services required by your agreed Project scope, please contact us promptly and explain the concern.
Where appropriate, we may investigate, correct an error, provide a revision, complete an outstanding Deliverable, replace an affected Deliverable, or offer another reasonable resolution. Where Topstier materially fails to provide the contracted Services and cannot reasonably fix the failure, any appropriate refund or remedy will be based on the unperformed portion of the Project and applicable law.
If we verify that you were charged more than once for the same transaction because of a payment-processing or administrative error, the duplicate amount will be refunded in full. Other verified billing errors will be corrected, and any refund or credit required will be provided.
Recurring Services may include hosting, domain renewals, website maintenance, technical support, chatbot plans, or other continuing engagements.
Cancelling a recurring Service stops future billing and service periods. Unless the law, the recurring-service terms, or another written arrangement says otherwise, cancellation does not create a prorated refund for a billing period that has already started and during which the Service was provided or available. See our Cancellation Policy for how to cancel.
Send your refund request in writing to support@topstier.net or through your official Project communication channel. Please include:
We may ask for reasonable additional information to identify the transaction or review the request. You are not required to waive any statutory or payment-network right to request a refund review.
When reviewing a refund request, Topstier may consider the Project scope, milestone roadmap, Project status, Initial Delivery records, work already performed, Deliverables provided, communications, revision requests, approvals, instructions to continue, third-party commitments, and payment records. The refund will be calculated under this Refund Policy, the Project Documentation, and applicable law.
Once a refund is approved, Topstier will initiate it within 10 business days, unless the law requires a shorter period. Refunds are ordinarily returned to the original payment method where possible.
After we initiate a refund, the time it takes to appear in your account depends on the payment processor, card network, and your bank, which are outside Topstier’s direct control.
Some federal or state laws may give you additional cancellation, refund, warranty, rescission, or consumer-protection rights. Where such a law applies, it controls over any conflicting part of this Refund Policy. The 10%, 30%, milestone, or other allocations in this Policy will never be applied to reduce a refund or remedy the law requires Topstier to provide.
Topstier may update this Refund 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 a 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 refund right that applied to an earlier transaction.
This Refund Policy should be read together with our Terms & Conditions, Cancellation Policy, your Project Documentation, milestone roadmap, and any service-specific terms.
For determining the amount of an eligible refund, this Refund Policy controls over a general provision in the Terms & Conditions, unless an expressly agreed Project-specific written arrangement or applicable law requires otherwise.
Send refund 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 refund requests through their official Project communication channel.