Refund and Cancellation Policy
Last updated: August 9, 2026
This page tells you exactly how to cancel anything you buy from Hub City Web, and exactly what you get back. It's written to be read, not survived. If anything here is unclear, email me and I'll fix the wording.
These rules are part of my Terms of Service, and they're the only version — the Terms point here rather than keeping a second copy that drifts out of date.
How to cancel
Two ways, both easy:
- Cancel it yourself. Every Stripe receipt and invoice email has a Manage subscription link in it. Open the link, cancel, done. No account to create, no password to remember, and you don't have to talk to me.
- Email contact@hubcityweb.com and say you want to cancel. Replying to any email I've sent you works too.
Tell me which service you're cancelling if you have more than one. You don't have to give a reason, though I'd genuinely like to hear it.
Here's what cancelling does not require:
- No cancellation fee. Ever, on anything.
- No minimum term on the published monthly plans. If a custom engagement ever has one, it'll be written into your scope and I'll point at it before you agree to anything.
- No phone call. You never have to get me on the phone to stop paying me.
- No retention runaround. I'm not going to route you to a "save" offer or make you ask three times. You ask once, it's cancelled.
What happens next: the subscription stops in Stripe so it can't bill you again, and I email you confirming the exact date your service ends. If you cancelled by email and don't hear back from me in a couple of days, resend it — I'm one person and email occasionally goes sideways.
One practical note: please don't cancel by calling your bank or killing the card. That creates a failed payment instead of a clean cancellation, and it leaves both of us with a mess to untangle. The link in your receipt is faster.
When cancellation takes effect
At the end of the month you've already paid for.
Monthly plans are billed in advance. If you're billed on the 12th and you cancel on the 20th, your service runs through the 11th of the next month and then stops. You keep everything you paid for. You aren't billed again.
You can keep using the service for the rest of that paid month. Cancelling doesn't shut you off early.
What happens to your website, domain, and content
The rule for what happens to your site is written once, in the Terms of Service, under "When a plan ends — what happens to your site." Read it there so there's no chance of two different answers. The short version: when your paid period ends, the site goes offline because hosting was part of the plan, and everything you paid for is still yours.
Here's the practical side of that — what to actually do:
Ask for your files. If your build is paid in full, ask and I'll send you a copy of the site — HTML, CSS, images, content — so you or whoever comes next can host it elsewhere. No charge. The only thing I can't hand over is material licensed from a third party (a paid stock photo, a paid plugin) beyond what that license allows. Ask before your last paid day if you want the site to stay up without a gap.
Your domain is yours. If it's registered in your name, nothing happens to it — I just stop managing it. If it's under my account because that was easier at setup, I'll transfer it to you at no charge. Registrars enforce their own transfer rules, including a 60-day lock after a domain is first registered or transferred, so the timing isn't fully in my hands.
Your content is yours — your text, your photos, your logo, your menu, your customer list — during and after, paid up or not.
Your Google Business Profile is yours. It's your listing, not mine. I remove my access and you keep it. If I created it and you're only listed as a manager, tell me before you go and I'll start the ownership transfer. Google runs its own transfer process on its own timing, so I can start it but I can't control how fast it finishes or force it through. Start this before your last day, not after — it's the piece people forget and then can't get back easily.
Access to your accounts. If I had access to your Shopify, your Google Business Profile, your domain registrar, or anything else of yours, I remove myself when we're done. You should also change those passwords and check the account's connected-users list yourself. That's not me covering myself — that's what you should do any time anyone stops working on your accounts.
Contact forms and intake stop when the site comes down, because they run through the site.
Monthly plans — billing and refunds
Monthly plans are billed in advance, and months already billed are not refunded. Cancelling is always free and always forward-looking: you stop future billing in one click, your service runs to the end of the month you paid for, and you are never charged again. What you do not get back is the month in progress — because the work in a monthly plan is continuous, and by the time you cancel, most of it has already been done.
Two exceptions, and they are real ones:
- A billing error is always corrected. Charged twice, charged after a confirmed cancellation, charged the wrong amount — that money comes back in full, without argument, as soon as it is pointed out.
- An accidental purchase before anything has started. If you subscribed by mistake and tell me before any work has begun and before I have engaged with you on the service, I refund it. Once the work has started — the accounts are being set up, the listing is being claimed, the conversation is underway — the month is earned and the first rule applies.
This is stated here, before you buy, so it never has to be argued about after.
The $100 build deposit
The deposit reserves your place and applies in full to your project price. Once scoping has begun — the first call, the first review of your systems, the first hour of design — it is not refundable, whether or not the project goes on to be built. The deposit buys a piece of my working attention, and attention, once spent, cannot be restocked.
If you put down a deposit by accident and tell me before any of that has happened, I refund it. If I cannot reach you at all after you pay — no reply to email or phone within thirty days of the payment — I refund it rather than hold money for work nobody asked me to start.
The $149 starter site and other one-time build work
One-time work is not refundable once it has started. Started means I have begun applying time to your business: reviewing what you have, planning what to build, writing, designing, or configuring. That is true whether or not the finished thing ever goes live — the product you are buying is the applied work, and it is delivered as it is performed.
Before work starts, the accidental-purchase rule above applies: bought by mistake, told me before I began, refunded. And if the work is done but wrong — a misspelled business name, hours we entered incorrectly, something that does not match what we agreed in writing — I fix it, at no charge, as many times as it takes to match the agreement. Fixing my own mistakes is not a courtesy; it is the job.
Private AI monthly service — please read this part
Every private AI engagement is scoped in writing before it is built, and the scope is what you are buying. The $400 document assessment and the $2,500 pilot are not refundable once performed — each one is finished work with a delivered answer, and the answer being "your documents do not clear the bar" is a result, not a failure. That outcome is exactly what the assessment exists to find out before you spend more.
The monthly service follows the same rules as every other monthly plan: cancel any time, forward-looking, months already billed are not refunded. If a scoped deployment turns out not to be deliverable as written — on my side, not yours — billing stops immediately and any month in which no agreed work occurred is returned. I do not keep money for work that did not happen; I also do not return money for work that did.
If a payment fails
Cards expire and accounts run short. It's not a crisis and I don't treat it like one.
- Stripe retries the card automatically on its own schedule. That's Stripe's system, not mine, and I don't control the timing.
- You'll hear from me. I'll email you from contact@hubcityweb.com when a payment fails, so it doesn't get lost in a filter. Stripe may email you separately.
- Your service doesn't stop on the first failed payment. It keeps running while the retries are happening. I'm not cutting off your website over a declined card.
- If the retries all fail, the subscription ends and work stops. I'll email you before that, not after. What happens to your site at that point is the same rule as any other cancellation — see the Terms of Service, "When a plan ends."
- Domains are the exception. If your domain renewal comes due and there's no active payment, the domain can lapse — and a lapsed domain can be bought by anyone. I'll warn you in advance, but I can't pay a domain renewal out of pocket for an account that isn't paying. Please don't let this one slide.
No late fees at any point in that.
Costs I paid to someone else on your behalf
Some things I buy for your project go straight to a third party: domain registration and renewal fees, paid stock photos, a Google Workspace seat, a paid plugin or tool. Once those are bought, that money is gone to the vendor and I can't refund it.
I'll always tell you before I spend money on your behalf, and I'll tell you what's refundable and what isn't at the time. If it's a domain, you keep it — you paid for it and it's yours.
How refunds actually reach you
Refunds go back to the card you paid with, through Stripe. That's the fastest way and the one I use. If too much time has passed, or the card is closed and Stripe can't send it, I'll get you the money another way. You get it either way.
I never see or store your card number — Stripe handles all of that.
Once I issue a refund, your bank decides how quickly it posts to your statement. That's usually a few business days and occasionally up to about ten. That part isn't in my control, and I'll send you the Stripe confirmation so you can see it went out.
I aim to issue refunds the same day I read your email. I'm one person, so if I'm on a job site it might be the next day. I'm not going to sit on it.
If something's wrong, tell me before you call your bank
Email contact@hubcityweb.com. Put "problem" in the subject line so I spot it first.
If what you're asking for is covered anywhere on this page, you'll get it. You don't need to go through your bank to make that happen. And if you think I've been unfair about something this page doesn't cover, say so — I'd rather hear it directly and sort it out.
If you see a charge you don't recognize, email me the date and the amount and I'll tell you exactly what it was.
Here's the honest reason I'm asking you to email first. A chargeback takes weeks to resolve, costs me a fee whether it's decided for me or against me, and usually ends the working relationship on a sour note for both of us. A refund takes me about two minutes. If you want your money back and this page says you should get it, I'd rather just give it to you.
Who you're actually dealing with
Hub City Web is a trade name used by NapCarr LLC. The assumed-name certificate for “Hub City Web” is not yet on file, so NapCarr LLC is the contracting party for everything on this page.
Owner and operator: Oscar Napoles, sole owner. There are no employees. When you email, you're emailing me.
That's both a feature and a limit, and I'll name both. It means you always talk to the person doing the work, and nothing gets lost between departments — there are no departments. It also means I don't have staff covering nights and weekends, and I'm not going to publish a response-time promise I can't personally keep. Some work is done with an independent contractor, and I'll tell you when that's the case.
Email: contact@hubcityweb.com
Location: Lubbock, Texas, USA. This policy is governed by the laws of the State of Texas.
Changes to this policy
If I change this page, the "last updated" date at the top changes with it.
If a change affects something you're already paying for, I'll email you before it takes effect — I won't quietly edit the page and hope you don't notice. Changes never apply backwards to a purchase or a refund you've already asked for.