Last updated: 12 October 2026
1Our approach
Most disagreements come from a small misunderstanding, and most of them can be solved with one honest conversation. We would always rather fix the issue and keep a good working relationship than argue about it.
This policy applies to every WebCrest Solutions project, including WordPress development, UI/UX design, business websites and online stores. It works together with our Terms & Conditions and with any signed agreement or written quotation for your project.
2What counts as a dispute
A dispute is any concern you feel could not be settled through normal day-to-day messages, for example:
- You believe the delivered work does not match what the quotation described.
- You disagree with an invoice, a payment or a refund decision.
- You feel a deadline was missed without a fair reason.
- You disagree about whether something is a revision or a new change request.
- You have a concern about ownership, content or confidentiality.
It works both ways. If we have a concern about your payments, feedback or content, we will raise it with you in the same way.
3Talk to us first
Before you make a formal complaint, please speak to your project contact by phone, WhatsApp or email and explain what is bothering you. A quick call often clears things up in a day, and many issues never need to go further.
If the conversation does not solve it, move on to the next step. You do not lose any right by trying to talk first.
4Raising a dispute
Please send your concern in writing to [email protected] so that we both have a clear record. Include:
- Your name, business name and the project or invoice number.
- A short description of what went wrong and when it happened.
- Any screenshots, messages or files that support your concern.
- What you would like us to do to put it right.
The more detail you give us, the faster we can look into it.
5How we handle it
Every dispute follows the same simple path. The timings below are working days and are our usual targets, not strict guarantees.
| Step | What happens | Usual time |
|---|---|---|
| Acknowledgement | We confirm that we received your message and name the person looking into it. | Within 2 days |
| Review | We check the quotation, messages, files and payment records. | Up to 5 days |
| Proposal | We explain what we found and offer a fair solution in writing. | Within 7 days of the review |
| Follow-up | If you accept, we carry out the solution and confirm that it is done. | As agreed |
If a case needs more time, we will tell you why and give you a new date.
6Cancellation and refunds
Our payment terms are explained in the Terms & Conditions, and we follow them in every dispute and cancellation.
- You may cancel a project at any time by sending a written request to [email protected].
- If you cancel before work begins, we refund your payments, less any approved, non-recoverable third-party costs already incurred.
- If work has already started, the refund is the amount you paid, minus the value of the completed work and any approved, non-recoverable third-party costs. The advance payment is not automatically forfeited.
- If we are unable to complete your project, we refund the unearned portion of your payment.
- If we made a billing mistake, such as charging twice or using a wrong amount, we correct it and refund the difference.
Refunds are initiated within 10 working days after we confirm the refund amount in writing, normally to the original payment method. Your bank or the payment gateway may need some extra time to process it.
We may suspend or end a project if payments stay overdue, the agreed brief is changed repeatedly without good reason, or the requirements are unlawful. In that case we will give you notice and deliver the work that has been paid for, as set out in the agreed terms.
Nothing in this policy limits the consumer rights you have under the law. Please do not reverse or block a payment with your bank before contacting us, because we can usually solve the problem much faster directly.
7Quality and delivery
If the website does not work as described in your quotation, tell us and we will fix our own mistakes during the free support period at no charge.
Before we treat something as a defect, we check it against the approved design and the written scope. Changes that only reflect a new preference, or new pages and features added after approval, are handled as revisions or change requests under Section 7 of our Terms & Conditions.
8Third-party services
Hosting, domains, payment gateways, plugins and email services belong to other companies. We will gladly help you contact them and raise the issue, but we cannot decide their refunds, prices or downtime, and we are not responsible for problems that start on their side.
9Work during a dispute
While a dispute is open, we keep working on the parts of the project that are not affected, as long as payments for that work are up to date. If the dispute is about a payment, we may pause the affected work until it is settled. Files and logins stay private on both sides, and neither of us will publish or share details of the dispute.
10Mediation and legal steps
If we cannot agree after the steps above, we suggest a neutral mediator both sides accept. The mediator's fee is shared equally unless we agree on something different.
If mediation does not work either, the matter may be taken to the courts of Sri Lanka, and these terms are governed by the laws of Sri Lanka. Nothing in this policy takes away any right you have under the law.
11Changes and contact
We may update this policy from time to time. The date at the top shows the latest version, and disputes already open continue under the version they started with. If anything here is unclear, ask us before it becomes a problem.