DijiPilot Refund Policy
Last updated: October 23, 2025Welcome to DijiPilot! We’re thrilled to have you as a customer and are committed to ensuring you have a positive experience. Our goal is to be transparent and fair. This policy outlines our guidelines for refunds, cancellations, and how we handle any technical issues.
If you have any questions about this policy or your account, please don't hesitate to reach out to us at support@dijipilot.com.
Definitions
Brand Questionnaire: The digital form you submit to our system after purchase, which outlines your brand's vision, style preferences, and creative goals. The submission of this form initiates our automated build process.
Launch: Means either (a) your site is published on a domain or subdomain you control, or (b) we hand over final deliverables and administrative credentials giving you operational control whichever happens first.
Ownership Transfer: Occurs when we hand over code, content, or credentials that grant you administrative control of the website.
1. Your One-Time Setup Fee
Your One-Time Setup Fee covers the AI-driven, end-to-end creation of your entire online business from website-building and product design to marketing and content setup.
"Cooling-Off" Period (Full Refund)
We offer a 100% full refund of your One-Time Setup Fee if
you request to cancel within 24 hours of your initial purchase, provided you
have not yet submitted your Brand Questionnaire. Note that any fees you have
paid directly to third parties (such as domain registration or platform fees)
during this period are not refundable by us and must be addressed with those providers.
After Work Begins (Non-Refundable)
Once you submit your Brand Questionnaire, our AI engine and
expert team begin the automated build process immediately. At this point, the
work has commenced, and your setup fee becomes non-refundable. By submitting the Brand Questionnaire, you expressly request immediate performance of the contract and acknowledge that you will lose your statutory 14-day right of withdrawal once performance begins.
2. Our Delivery Guarantee (Pre-Launch)
We are committed to delivering your new, operational website within the timeframe advertised for your package (typically 72 to 120 hours).
If we encounter technical errors on our end during the build process, our team will work diligently to fix them. If we are unable to resolve these issues and deliver your completed website within 30 days of your purchase or brand questionnaire submission (which ever is later), you are entitled to request and receive a full refund of your One-Time Setup Fee.
Please note: This 30-day guarantee applies to the delivery of the base package as purchased. This timeline does not apply, and a refund cannot be offered, if the delay is caused by customer-side requests, such as asking for new features, changing designs, or delaying the submission of required information.
3. Monthly & Annual Subscription Fees
Your recurring "Server and Support Fee" covers your live website's hosting, essential apps, security, maintenance, and technical support.
Cancellations: All subscription fees are pre-paid for the upcoming service period (e.g., the next month or year) and are non-refundable once that billing period begins. You may cancel your subscription at any time, which will stop all future billing at the end of your current cycle.
Annual Plan Downgrades: When you downgrade an annual plan, we apply a pro-rata credit for the remaining full months to your account, automatically offsetting future invoices.
Annual Plan Cancellations: Annual plans are a pre-paid, 12-month commitment. No refunds or pro-rata credits will be issued for early cancellation of an annual plan. Credits are only offered for downgrades as specified above.
4. Pre-Paid Credits
If you purchase any additional credit packs (e.g., for extra products or revisions beyond your package limits) and wish to cancel before your website is Launched, we will provide a monetary refund for any unused credits from those specific packs.
No expiry: Unused credits do not expire and remain available on your account unless and until used or refunded according to this policy.
5. Third-Party Payments
You acknowledge that fees paid by you directly to third-party providers (including but not limited to Domain Registrars, Shopify, Print-on-Demand providers, and Ad Networks) are transactions between you and that provider. DijiPilot does not hold these funds and cannot issue refunds for them. All such requests must be directed to the respective third-party service.
6. Design Satisfaction
Our team is dedicated to building a brand you love. However, design preference is subjective and not a technical fault. For this reason, we cannot offer a refund based on dissatisfaction with the design.
We provide many references of our work which you can see at /pages/our-references to help you understand our style before you buy.
We are 100% committed to getting it right for you. As noted in our FAQ, you have several flexible solutions:
- Use your package's included revision credits.
- Modify the design yourself with full admin access.
- Contact our support team we will work with you to find a solution.
7. Technical Failures (After Launch)
We pride ourselves on a stable and reliable platform, but sometimes, things go wrong.
If It's Our Fault: If your website is down or broken after Launch because of an error on our platform:
- We will fix it. Our team will investigate immediately to resolve the issue.
- Our Guarantee: We will work immediately to resolve the issue. If the critical, service-ending issue is not resolved within 30 continuous days from the time you report it, you are entitled to request and receive a full refund of your initial One-Time Setup Fee. (This does not include a refund for past monthly subscription fees, as the service was operational during that time).
If It's Caused by You: If the website breaks because of an action you took (e.g., custom code you added or accidental deletion):
- We will try to help. Contact our support team, and we will investigate.
- Easy Fix: If it’s a simple fix (like restoring a recent backup, available on Rise, Summit, and Empire plans), we’ll take care of it.
- Complicated Fix: If the fix is complex, we will provide you with a quote for an additional charge to cover the development time required to repair it.
8. Service Disruptions from Third-Party Partners
DijiPilot connects your store to independent, third-party services like Shopify, Printify, Printful, Google, and Meta. We cannot control or guarantee the operation of these companies.
However, we want to be fair. If a critical third-party service (such as our core Print-on-Demand partner or the Shopify platform itself) has a major outage that breaks your store's core operation (e.g., website is suspended, products cannot be shipped):
- If the outage lasts more than 7 continuous business days: You may request a refund for your monthly subscription fee for that specific month.
- If the outage lasts more than 30 continuous days: You may request a full refund of your initial One-Time Setup Fee. This does not include a refund for any past monthly subscription fees, as the service was operational during those times.
9. "Force Majeure"
DijiPilot shall not be liable for any failure to perform its obligations where such failure results from any cause beyond our reasonable control, including, but not limited to, acts of God (such as fire, flood, earthquake, or other natural disasters), war, terrorism, civil unrest, government-imposed sanctions, large-scale (e.g., national or regional) internet or power failures, or other catastrophic events. In such an event, our obligations under this policy may be suspended.
10. Credit Reinstatement
If you use a credit (e.g., a "Product Credit" or "Revision Credit") and the intended action fails due to a technical error on our platform, please let us know. We will happily reinstate the credit(s) to your account so you can try again.
11. Ineligibility for Refund (Violation of Terms)
No refund will be issued under any circumstances if your account is suspended or terminated (either by DijiPilot or any integrated third-party partner like Shopify, Printify, etc.) due to a violation of our Terms of Use, or the terms of our partners. This includes, but is not limited to:
- Selling fraudulent items or engaging in illegal activities.
- Violating intellectual property rights (e.g., copyright, trademark laws).
- Breaching applicable international laws, UK regulations, or platform-specific policies (Shopify, Print Providers, Ad Networks).
If you are unsure whether an intended action or product might violate these terms, please consult our FAQ or contact our customer support team before proceeding.
12. How to Request a Refund or Help
For general questions or technical support, we encourage you to first visit our Customer Support Page, which has answers to common questions and guides.
For refund requests, please email support@dijipilot.com with the subject line “Refund/Support – [Your Project Name or Domain]” and include the following:
- Your Order/Invoice ID and the email address associated with your account.
- A clear description of the issue. Please include screenshots or links if they help illustrate the problem.
We strive to acknowledge all requests within 2-3 business days. If a refund is approved, we typically process it within 7-10 business days from the approval date (though the time it takes for funds to appear depends on your bank or payment provider).
13. How Refunds Are Processed
Refund method & fees: Approved refunds are issued to your original payment method in the original currency. If our payment processor (e.g., Stripe, PayPal) does not return their processing fees when issuing a refund, those non-returned fee amounts will be deducted from the total refund amount. Any bank exchange-rate differences or recipient bank transfer charges are your responsibility and are not covered by DijiPilot.
Payment Processor Timelines: Once we process the refund, it may take additional time for the funds to appear in your account:
- PayPal: Balance refunds (3-5 days); Card refunds via PayPal (up to 30 days).
- Visa / MasterCard / Maestro: Typically 5-7 business days, but can take up to 30 days.
- American Express (Amex): Approx. 3-5 business days.
- Discover: Approx. 7 business days, up to 30 days.
- JCB, China UnionPay, Diners Club, Sezzle: Timelines vary significantly (5-30+ days).
14. Disputes
We are committed to working with you to find a fair solution. By making a purchase, you agree to this Refund Policy and our Terms of Use.
We ask that you please contact us at support@dijipilot.com first to resolve any concerns. If you initiate a dispute with a third-party payment provider without first contacting our support team to allow us an opportunity to resolve the issue, you may be in breach of our terms. In such an event, we reserve the right to suspend your account pending an investigation of the dispute.
Questions?
If you have any questions about your order or this policy, we're here to help.
Please contact us at: support@dijipilot.com
