Effective Date: Dec 10, 2024 – Last Updated: May 13, 2026
This policy explains how refunds, cancellations, and disputes work when you purchase a service from Go Live Design Co. Because every order we take is a professional service — not a physical good — this policy is structured differently from a typical retail return policy. Read it carefully before you place an order.
What You’re Buying
When you purchase from Go Live Design Co., you’re paying for specialized eCommerce and WooCommerce work performed by John Fidi personally — a real operator who has run his own ecommerce stores since 1996. You’re paying for time, attention, and expertise that gets applied to your specific site and your specific problems.
There is nothing being shipped. Nothing being warehoused. Nothing being resold. Every dollar you pay translates into hours of senior-level work on your store.
All Sales Are Final
Once payment is received, all sales are final.
This is not because we’re inflexible — it’s because of how services work. The moment you place an order, we begin allocating time, blocking calendar space, and (depending on the service) starting research, diagnostics, or technical work on your store. That time cannot be un-spent and re-sold. Unlike a physical product, there is nothing to return.
This policy is clearly disclosed before you check out, and your purchase confirms you understand and agree to it.
What If I’m Not Satisfied?
We take this seriously. We’d rather make a result right than refund and walk away with a customer who feels burned. Here’s what happens if you’re unhappy with the work delivered:
- Tell us directly, in detail, and quickly. Email or call within 7 days of delivery and specifically describe what’s not meeting your expectations.
- We will review and revise. If the issue falls within the original scope of work, we’ll address it without additional charge until it meets the deliverable description you purchased.
- Scope changes — if you decide partway through that you actually want something different from what you ordered, that’s a new scope of work and may require an additional purchase to cover the new time.
- If we can’t reach resolution, we’ll talk it through directly. We’re not hiding behind a ticket queue — when you call 813.419.2766, you’re talking to John.
This commitment matters more than a refund window ever could. A refund returns money but doesn’t fix your store. Our approach is to fix your store.
Cancellations Before Work Begins
If you place an order and want to cancel before any work has started, contact us immediately at 813.419.2766 or via our contact page. If we have not yet begun research, diagnostics, allocated calendar time, or commenced any portion of the work, we will issue a refund minus any payment processor fees (typically 3% via Stripe or PayPal) that we cannot recover.
“Work has begun” is determined by us in good faith and includes — but is not limited to — onboarding intake review, store credential setup, technical diagnostics, calendar blocking for scheduled delivery, and any direct correspondence about your specific store beyond the initial purchase confirmation.
If We Cannot Deliver
In the rare event that we determine your project is outside our expertise, cannot be completed safely, or requires resources we do not have, we will tell you before substantive work begins and issue a full refund. This is not a frequent occurrence — we know what we can fix before we accept the work — but it can happen for unusual platforms, custom integrations outside the WooCommerce ecosystem, or situations where third-party access we’d need is unavailable.
Blocks of Hours Are Billed for Time
A block of hours is billed for time worked, not for a guaranteed outcome. Once work begins against a block, the hours already worked are non-refundable regardless of outcome — including cases where the actual cause of the issue turns out to be on your hosting provider, a third-party plugin author, a payment processor, or another vendor outside our control. We bill for the diagnostic and remediation work; we cannot guarantee outcomes that depend on systems we don’t operate.
Audit Deliverables
The store audit ($599) is a fixed-scope diagnostic deliverable. Once the audit has been performed and the report has been delivered to you, the engagement is complete and the order is non-refundable. If specific findings in the report are unclear or you want clarification on a recommendation, that’s included — we’ll walk you through it.
Chargebacks and Disputes
If you dispute a charge with your bank or card issuer instead of contacting us first, we consider that a breach of this agreement. We will:
- Provide the payment processor with this Refund Policy, the order confirmation, all correspondence, and documentation of the work performed
- Cease any in-progress work on your project immediately
- Decline future orders from the same customer
Almost every “I want my money back” situation can be resolved by talking to us first. We answer the phone. Call 813.419.2766.
Exceptions
We will issue a refund in these specific cases:
- Duplicate charge — If you were accidentally billed twice for the same order, the duplicate will be refunded immediately
- Charge in error — If a charge was processed without an intent to order (e.g., a known fraud event)
- We cannot deliver — As described in the “If We Cannot Deliver” section above
- Cancellation before work begins — As described in the “Cancellations” section above
Why This Policy Exists
We’re transparent about this for two reasons:
First, we’d rather you understand exactly what you’re committing to before you order than discover the terms later. Surprises after the fact are bad for everyone.
Second, this policy is what allows us to keep our pricing where it is. Services that offer money-back guarantees price that risk into every order — meaning every customer pays for the small percentage who try to claw back payment after receiving the work. By making the commitment mutual at the point of order, we keep prices honest for everyone who actually intends to follow through.
If our pricing or terms aren’t right for your situation, that’s completely fair — please don’t order. We’d rather not have the transaction than have a frustrating one.
Questions Before You Order
If you’re not sure whether a specific service fits your situation, ask us first. We’d much rather have a 10-minute conversation that determines you should NOT buy than process an order that turns into a disagreement later.
Reach out at our contact page or call 813.419.2766 (7am–1am ET, 7 days a week).
Contact
Go Live Design Co.
John Fidi, Founder
PO Box 249, Land O’ Lakes, FL 34639
Phone: 813.419.2766
Web: golivedesign.com/contact