1. Company Information
SiteHeros is a brand operated by Good Ground Serves LLC.
Legal business name:
Good Ground Serves LLC
Brand name:
SiteHeros
Business location:
Raleigh, North Carolina, United States
Website:
siteheros.com
Parent/company website:
ggserves.com
General contact:
contact@siteheros.com
Legal contact:
legal@siteheros.com
Hosting support:
diy-support@siteheros.com
Elite Management contact:
elite-management@siteheros.com
2. Scope of This Policy
This policy applies to SiteHeros services, including managed WordPress hosting, domain registration and domain-related services, client portal services, Elite Management services, website design services, website development services, website maintenance services, website care services, migration services, setup services, add-on services, one-off projects, development-on-demand services, SEO setup services, analytics setup services, performance optimization services, security-related services, support services, and any other service, product, subscription, package, or plan provided under the SiteHeros brand.
Additional refund or cancellation terms may apply to specific services. If a written proposal, statement of work, service agreement, invoice, checkout page, addendum, or order form includes more specific refund or cancellation terms, those more specific terms will control for that service.
3. General Refund Window
SiteHeros offers a 30-day refund window for eligible services, subject to the exclusions, limits, and conditions described in this policy.
The 30-day refund window generally begins on the date of purchase, checkout, invoice payment, subscription start, or service activation, whichever occurs first.
A refund request must be submitted within the applicable refund window. Submitting a request does not guarantee a refund.
Refund eligibility depends on the type of service purchased, whether work has already been performed, whether third-party costs have been incurred, whether the service is refundable under this policy, whether the account is in good standing, whether the request involves abuse, fraud, policy violations, or prohibited activity, and whether specific checkout, invoice, proposal, or service terms apply.
SiteHeros may approve, deny, partially approve, or prorate refund requests based on the facts of the request and the applicable service terms.
4. Services Eligible for Refund Review
The following services may be eligible for refund review if the request is made within the applicable refund window and no exclusion applies:
- New managed WordPress hosting plans
- Certain recurring maintenance plans
- Certain recurring website care plans
- Certain eligible add-on subscriptions
- Certain unused service subscriptions
- Certain services not yet started
- Certain services cancelled before work begins
- Certain duplicate payments
- Certain billing errors
- Certain accidental purchases reported promptly
Eligibility does not mean automatic approval.
A service may become partially or fully non-refundable once SiteHeros begins work, performs setup, provisions hosting, configures tools, purchases third-party assets, registers a domain, performs migration work, provides strategy or consultation, begins design or development, or otherwise incurs time, labor, cost, or provider obligations.
5. Non-Refundable Services and Costs
Some services, charges, and costs are non-refundable or may be only partially refundable.
Non-refundable items may include:
- Domain registrations, renewals, transfers, redemption fees, privacy, or protection fees
- Completed website design work
- Completed development work
- Custom code or custom configuration work
- Completed setup, migration, emergency, or rush work
- Consultation, strategy, troubleshooting, maintenance, or Elite Management time already delivered
- One-off services already started or completed
- Purchased third-party assets, licenses, stock assets, templates, plugins, themes, or paid materials
- Fees charged by third-party providers
- Payment processing fees where not recoverable
- Taxes where not refundable
- Services terminated for policy violations
- Services outside the refund window
SiteHeros may deny refunds for services that have already been substantially performed, delivered, provisioned, activated, configured, or consumed.
6. Hosting Plan Refunds
New SiteHeros managed WordPress hosting plans may be eligible for refund review within the 30-day refund window.
Hosting refunds may be denied, reduced, or prorated if the site has used significant hosting resources, a migration has already been completed, setup work has already been performed, security, backup, performance, or configuration work has already been completed, the hosting plan was used for prohibited activity, the account violated SiteHeros policies, the refund request is outside the refund window, third-party provider costs are not recoverable, the account has outstanding balances, or the client has already received included services that are not refundable.
Cancelling hosting may cause website downtime, loss of access, DNS issues, email routing issues, backup expiration, client portal loss, or tool/license removal.
Clients are responsible for exporting, migrating, or requesting access to their files, databases, content, and other materials before cancellation where applicable.
7. Domain Service Refunds
Domain services are generally non-refundable.
This may include domain registrations, domain renewals, domain transfers, domain privacy services, domain protection services, domain redemption fees, registry fees, registrar fees, ICANN-related fees, and domain-related third-party costs.
Domain transactions may be final once submitted to a registrar, registry, reseller platform, or domain provider. SiteHeros cannot guarantee that a domain transaction can be reversed after registration, renewal, transfer, or provider submission.
Clients are responsible for reviewing domain spelling before purchase, confirming the selected domain name, keeping domain contact information accurate, keeping billing information current, monitoring renewal dates, responding to domain verification notices, and understanding domain renewal and expiration risks.
Failure to renew a domain may result in expiration, redemption fees, loss of domain control, domain deletion, or purchase by another party.
8. Elite Management Refunds and Cancellations
Elite Management is a premium service where SiteHeros may act as a client’s website manager, WordPress super-admin, website department, or ongoing website operations partner.
Elite Management fees may cover labor, planning, service availability, support capacity, technical oversight, configuration, maintenance, design support, management support, reporting, troubleshooting, content work, website operations, and other included services.
Elite Management refunds may be limited or unavailable once work has started.
Refunds may be denied, reduced, or prorated if SiteHeros has already performed onboarding, reviewed the website, configured tools, provided recommendations, completed setup, performed updates or maintenance, completed design or development work, uploaded content, created or edited pages, provided reports, troubleshot issues, responded to support requests, allocated team capacity, provided service access, or completed any included monthly work.
Cancellation of Elite Management does not automatically cancel hosting, domains, or other subscriptions unless separately requested and confirmed.
9. Website Design, Development, and Project Refunds
Website design, development, redesign, custom template, premium template, landing page, setup, or project-based services may be refundable only if the refund request is made before work begins and no third-party costs have been incurred.
Once SiteHeros begins project work, refunds may be denied or prorated based on work performed.
Project work may include discovery, planning, strategy, intake review, design direction, wireframing, template selection, asset preparation, page building, copy placement, content upload, plugin setup, theme setup, Elementor setup, CSS, HTML, or JavaScript work, form setup, integration work, revisions, testing, technical troubleshooting, client communication, and project management.
Deposits, milestone payments, setup fees, rush fees, emergency fees, custom work, and completed project phases may be non-refundable unless otherwise stated in writing.
If a client cancels a project after work has begun, SiteHeros may retain amounts needed to cover completed work, committed labor, administrative time, third-party costs, purchased assets, and other incurred costs.
10. Maintenance, Add-On, and One-Off Service Refunds
Maintenance, add-on, and one-off services may include website edits, troubleshooting, development support, security hardening, performance optimization, SEO setup, analytics setup, blog setup, content upload, plugin configuration, theme configuration, landing page work, form setup, integration work, and technical consultation.
These services may become non-refundable once work begins.
Refunds may be denied or reduced if the task has been started or completed, time has been reserved, SiteHeros has reviewed the issue, technical investigation has begun, third-party costs have been incurred, the request was outside the service scope, the client failed to provide required access, content, or approvals, or the issue was caused by client action, third-party tools, unsupported plugins, or external services.
One-off service fees generally apply to the scope purchased. Additional requests may require additional billing.
11. Setup Fees, Migration Work, and Onboarding
Setup fees, onboarding fees, migration work, and configuration work may be non-refundable once started.
This may include account setup, hosting setup, WordPress setup, client portal setup, domain connection, DNS configuration, SSL setup, backup configuration, security configuration, performance configuration, migration preparation, website migration, staging setup, plugin setup, theme setup, Business Toolkit configuration, intake review, technical review, and onboarding consultation.
Free migrations into SiteHeros may be subject to limits and may not include redesigns, malware cleanup, SEO recovery, complex troubleshooting, non-WordPress migrations, email migration, custom application migration, or fixing pre-existing issues unless expressly included in writing.
If a client cancels after onboarding, setup, or migration work begins, SiteHeros may deny or prorate refunds to account for work performed.
12. Third-Party Costs and Purchased Assets
SiteHeros may purchase or use third-party assets, licenses, tools, services, templates, plugins, themes, stock media, subscriptions, or provider resources in connection with a client’s service.
Third-party costs may be non-refundable.
These may include domain costs, registrar fees, registry fees, payment processing fees, premium templates, stock photos, stock video, fonts where properly licensed, premium plugins, premium themes, paid integrations, paid tools, API services, third-party software, contractor or specialist costs, and provider charges.
If SiteHeros incurs third-party costs for your project or service, those amounts may be deducted from any approved refund or billed separately where applicable.
Some third-party assets or licenses may not be transferable to the client.
13. Subscription Renewals
Many SiteHeros services may renew automatically unless cancelled before the renewal date.
Recurring services may include hosting plans, domain services, Elite Management plans, maintenance plans, website care plans, add-on subscriptions, support subscriptions, and other recurring services.
You are responsible for cancelling services before renewal if you do not want to be charged again.
Renewal charges may be non-refundable once processed, especially if the renewed service is a domain, third-party cost, activated subscription, or service period that has already begun.
SiteHeros may consider renewal refund requests case by case, but approval is not guaranteed.
14. Annual Plans and Promotional Offers
SiteHeros may offer annual plans, promotional pricing, bundled offers, discounted first terms, free months, free migration offers, free domain offers, or other special promotions.
Promotional offers may be subject to additional terms.
If an annual plan includes a discount, free months, free domain, free migration, setup discount, bundled service, or promotional benefit, refunds may be calculated based on the regular monthly value of services used, work already performed, third-party costs incurred, non-refundable domain costs, setup or migration work completed, promotional benefits already received, the remaining unused portion of the service, and any written promotional terms.
SiteHeros may deduct the value of non-refundable promotional benefits from an approved refund.
15. Cancellation Requests
To request cancellation, contact the appropriate SiteHeros contact channel or use the cancellation tools provided in the client portal where available.
General cancellation or billing questions:
contact@siteheros.com
Hosting support:
diy-support@siteheros.com
Elite Management cancellations or service questions:
elite-management@siteheros.com
Legal or policy questions:
legal@siteheros.com
Cancellation requests should include client name, business name if applicable, account email, service to cancel, website or domain involved, requested cancellation date, reason for cancellation, and any data export or migration needs.
A cancellation is not complete until SiteHeros confirms the cancellation or the client completes the required cancellation process in the client portal.
Simply abandoning a website, failing to use a service, closing a browser window, deleting emails, ignoring invoices, or stopping communication does not automatically cancel a service.
16. Effects of Cancellation
Cancellation may affect access to hosting, website files, website databases, backups, client portal tools, domain tools, DNS management, SSL certificates, security tools, performance tools, Business Toolkit features, managed licenses, support services, Elite Management services, maintenance services, staging environments, reports, and billing features.
Cancellation of one service does not automatically cancel all services.
For example, cancelling Elite Management may not cancel hosting, cancelling hosting may not cancel a domain, cancelling a website service may not cancel ongoing subscriptions, cancelling a domain may not cancel hosting, and cancelling an add-on may not cancel the base hosting plan.
Clients should clearly identify each service they want cancelled.
SiteHeros may retain records as required for legal, tax, accounting, security, dispute, fraud prevention, or business purposes.
17. Failed Payments and Past-Due Accounts
If payment fails or an account becomes past due, SiteHeros may retry payment, send billing notices, restrict access, pause work, suspend services, disable support, suspend hosting, cancel services, decline new work, remove access to client portal features, allow domains to expire if renewal payment is not received, or terminate services according to the Terms of Service.
SiteHeros is not responsible for losses caused by failed payments, expired payment methods, ignored billing notices, incorrect billing information, or client failure to keep payment methods current.
Past-due amounts remain owed even if a service is suspended or terminated.
18. Chargebacks and Payment Disputes
If you believe there is a billing issue, contact SiteHeros first so we can review the matter.
Filing a chargeback or payment dispute without first contacting SiteHeros may result in account review, service suspension, hosting suspension, domain service interruption, client portal restriction, project pause, cancellation of services, loss of access to support, or additional documentation requests.
SiteHeros may dispute chargebacks and provide records such as checkout details, invoices, service logs, support history, project records, usage records, terms acceptance, and communication history.
Chargebacks do not automatically cancel your services. You should separately request cancellation if you want services cancelled.
19. Refund Method and Timing
Approved refunds are generally issued to the original payment method when possible.
Refund timing may depend on payment processor timelines, bank processing times, card issuer timelines, payment method used, fraud review, refund approval review, third-party processor rules, and tax or accounting requirements.
SiteHeros does not control how long banks, card issuers, or payment processors take to post approved refunds.
If the original payment method is unavailable, SiteHeros may determine an alternative refund method where appropriate and legally permitted.
20. Abuse, Policy Violations, and Ineligible Refunds
SiteHeros may deny refunds if the account, service, website, project, or client activity involves fraud, abuse, spam, malware, phishing, illegal content, chargeback abuse, policy violations, Terms of Service violations, Acceptable Use Policy violations, misuse of support, resource abuse, unauthorized access, misrepresentation, harassment or abusive conduct, attempts to obtain free work, repeated refund abuse, prohibited activity, or provider rule violations.
If SiteHeros suspends or terminates services for policy violations, refunds may be denied.
21. Plan Changes, Upgrades, and Downgrades
Clients may request plan changes, upgrades, or downgrades where available.
Plan changes may affect pricing, renewal dates, resource limits, storage, bandwidth, support level, included tools, included services, client portal access, backups, performance features, security features, and management scope.
Upgrades may be billed immediately, prorated, or charged according to checkout or billing system rules.
Downgrades may take effect at the next billing cycle or another date determined by SiteHeros or the billing system.
Downgrades do not automatically create refunds unless approved by SiteHeros or required by law.
A downgrade may require site optimization, resource reduction, feature removal, or migration to a different plan.
22. Client Data, Backups, and Export Responsibilities
Before cancelling hosting, management, or related services, clients are responsible for requesting or exporting any needed data, files, content, records, or backups where applicable.
This may include website files, website databases, media files, content, account records, domain records, DNS records, invoices, reports, project materials, login details, and email-related records if applicable.
Backups may be deleted, expire, become inaccessible, or be removed after cancellation according to platform rules, provider rules, backup retention periods, or SiteHeros procedures.
SiteHeros is not responsible for client data loss after cancellation if the client failed to request or export needed data before services ended.
23. Changes to This Policy
SiteHeros may update this Refund and Cancellation Policy from time to time.
Changes may be made to reflect new services, updated billing practices, provider changes, payment processor changes, domain registrar changes, legal requirements, operational updates, plan changes, checkout changes, and client portal changes.
The updated policy will be posted on the SiteHeros website or otherwise made available.
The “Last Updated” date will indicate when the policy was most recently revised.
Continued use of SiteHeros services after updates are posted means you acknowledge the updated policy.
24. Contact Information
For questions about this Refund and Cancellation Policy, contact:
Good Ground Serves LLC
SiteHeros
Raleigh, North Carolina
Website: siteheros.com
General contact:
contact@siteheros.com
Legal contact:
legal@siteheros.com
Hosting support:
diy-support@siteheros.com
Elite Management services:
elite-management@siteheros.com
Important Notice
This Refund and Cancellation Policy is intended to provide a strong refund and cancellation framework for SiteHeros services. It is not legal advice. Good Ground Serves LLC should have this policy reviewed by qualified legal counsel before publishing it or relying on it as a final legal document.