Last updated October 20, 2026

Refunds & Cancellations

This page explains how payment, cancellation and refunds work for CUSTOS services. Every engagement is also covered by a written agreement signed before work starts. If your signed agreement says something different from this page, your agreement applies.

How we charge

Project setup (Web Development and Billing & Invoice Automation): half of the setup fee is due when the agreement is signed and the other half at launch.
Monthly services begin at launch and are billed monthly.
Direct-mail spots are priced per mailing under the Mailers reservation terms, including the approved pre-print cancellation and fill-window policy.
Third-party costs for services other than Mailers, such as payment-processing fees, telephony or messaging usage and paid apps or themes, are separate and listed in your agreement. Mailers spot prices include standard processing fees and the agreed design, printing and postage; see the Mailers reservation terms.

Cancelling a monthly service

You can ask to cancel a monthly service at any time through our contact page (choose "Billing or payment"). We confirm the cancellation in writing, including the date it takes effect under your agreement. Cancelling stops future monthly charges from that date; charges for periods already provided are handled under your agreement.

Cancelling a project

If you want to stop a project before launch, contact us. How payments already made are handled depends on the work completed at that point and is set out in your agreement.

Refund requests

To ask for a refund, contact us through our contact page with your business name and the payment in question. We review every request against your agreement and the work delivered, and reply in writing. Approved refunds are returned to the original payment method.

Failed or disputed payments