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Last updated: Dec 15, 2023
Customers who purchase an Expert Package may cancel their purchase and request a 100% refund at any point. Customers may cancel the purchase before the work has begun (for example, after speaking with the Expert during the kick-off call and realizing it is not a good fit) or after the work has started (for example, if you are not satisfied with the work the Expert is producing).
Customers who want to cancel their project and receive a refund must submit the refund request form that is linked in their purchase confirmation email. If you did not receive or cannot locate this email, please reach out to Webflow Support and we can provide you with the proper link.
After receiving your request, Webflow will initiate your refund with our payment provider, Stripe, within roughly two business days. After Webflow initiates the refund with Stripe, it may take 5-10 business days for the funds to be returned to you, depending on your payment method and bank.
Please note that this 100% refund covers only payments you made to the Service Provider through Webflow. If you have paid any additional money to the provider outside of Webflow, you will need to work directly with the provider to arrange any refunds. Webflow is not responsible and cannot assist with mediating disputes for payments that occur outside of our platform.
As the service provider (Expert) offering a package, you may also decide to cancel the project at any time, for example if you become overbooked or realize the project is not a good fit.
If you need to cancel the project, please request that your client submit the refund request form that was sent to them in their purchase confirmation email, as described above.
When the client submits this form, they will indicate whether, to the best of their knowledge, the work for the project has already started or not. If the work has not begun yet, the customer's initial payment will be reversed, meaning that the customer will receive a 100% refund. You will not be entitled to keep any of the payment.
If the client indicates that the work has already started, you are entitled to keep the full payment from the customer (minus any Webflow fees, as described in our Terms of Service). Webflow will still issue a separate refund to the customer, but this will come from our own funds; you will retain the original payment from the customer.
Please note that the kickoff call itself is not considered to be the start of the project. In order to retain the payment from the customer, you must have begun the actual design/development work for the client's site.
If the client indicates that the work has not started yet but you believe this is incorrect, you have 2 business days to respond by submitting the form that is automatically emailed to you after the customer requests the refund. If you do not submit this form within 2 business days, you agree that the work has not started and you are not entitled to retain the customer's payment.
The policies above apply in most cases. However, if Webflow suspects fraud or abuse of the program, we reserve the right in our sole discretion to not issue any refund or to make any alterations to the refund or policy as we see fit.
After the client and the Expert discuss a project, it may become clear that the scope of the client's request does not match what the client originally paid for through the package that they purchased. For example, the client's website may need more pages or more advanced functionality than is included in the package that the client selected.
In these cases, the Expert is responsible for providing the client with an updated price quote for the project. This updated price is at the discretion of the Expert, and the Expert is responsible for providing their own payment system for the client to pay the additional cost – this payment will not be handled through Webflow.
If the client and the Expert cannot agree on the updated price, either party may cancel the project through the process described in the section above.
Webflow reserves the right to remove an Expert from the Expert Packages program for any reason. In particular, repeated project cancellations or complaints from clients may lead to your packages being removed.
Note that removal from the Expert Packages program does not directly impact your status in the Expert program overall – you may remain in the Expert program even if your packages are removed from the Marketplace. However, repeated complaints from clients can also be grounds for removal from the Expert program overall, as described in our policy here.