Turnaround Time

Digital Den offers a 48–72-hour turnaround time for most design and web development services. This refers to a single iteration within a project stage, not the full project delivery. Turnaround time for revisions may take 48 to 72 hours (2 working days). For example, website or logo orders placed or revisions requested on a Monday will be delivered by Wednesday. Orders placed or revisions requested on a Friday will be delivered by the end of Tuesday.

Claim Your Refund

To initiate a refund, please follow the steps below:

Call our support line at 213-221-4902 and speak to your Project Manager.

Start a live chat via our website.

Email our support team to initiate the refund process.

As soon as we receive your refund request, we will respond to it as soon as possible. Once the required analysis is completed, we will initiate the process according to our refund policy stated below.

To cancel a project prior to project initiation due to a reason unrelated to the service itself, the refund request must be made within 24 hours of order placement in order to receive a full refund. Failing to do so will result in a service fee charge if a cancellation is requested after the initial 24 hours.

Refund eligibility is based on the timing of the request:

If you request a refund before the initial design delivery, you are eligible for a Full Refund (less a 10% service and processing fee).
If you request a refund within 48 hours of the initial design delivery, you are eligible for a 66% refund (less a 10% service and processing fee).

If you request a refund between 48 and 120 hours after the initial design delivery, you are eligible for a 33% refund (less a 10% service and processing fee).

No refund request will be entertained after 120 hours of your initial design delivery; however, since we believe in 100% customer satisfaction, you’re encouraged to contact us in case of any concerns.

All refund requests should be communicated to the support department. American Web Builders reserves the right to approve or disapprove your request on an individual, case-by-case basis based on the violation of your user agreement.

All purchases above $5,000 will be refunded in multiple instalments.

Services with allocated and utilized resources will be refunded in instalments.
You will not be eligible for a refund if:

You change your mind
Your circumstances change
You find cheaper products elsewhere

After you have received your refund, you will not have any rights to any designs submitted by Digital Den unless mutually agreed upon by the company and the customer through written communication. The information will be submitted to the Copyright Acquisition of the Government Copyright Agencies to maintain legality.

You have chosen a special or a custom package.
The primary design concept (for any service) has been approved.
The Logo/Website has been finalized.
The website has been designed, developed and deployed live.
You have demanded revisions.
The cancellation has been made due to reasons unrelated to the project.
If the client has not contacted the company for more than 2 weeks.
The company’s policies, or policy, have been violated.
Another company or designer has been approached for the same project.
The creative brief is lacking in the required information.
A complete design change has been demanded.
The claim has crossed the given ‘request for refund’ period.
The business is closing or changing its name or business.
Reasons such as ‘change of mind’, ‘disagreement with partner’ or other reasons that do not pertain to the service will not be subject to refund under any circumstances.
Once a client has accepted multiple sets of revisions (for any service),
The client may be entitled to claim a certain % of the refund after discussion with their Project Manager.
The refund approval will be at the discretion of Digital Den Management.
Management’s decision on the matter will be final.
If a client subscribes to a service bundle and is dissatisfied with a particular service, a refund will only apply to that particular service and not the entire bundle.
Cancellations of orders prior to project initiation for reasons unrelated to the design service itself will be subject to a 33% cancellation administrative fee.

Note

Digital Den holds all the rights to reject any project or cancel the contract whenever it deems necessary. After the refund, you will not have any rights to use the designs for any purpose; they will be the sole property of Digital Den. The company will be the rightful owner of the designs. Services not related to design services are not eligible for refunds under any circumstances. They are not covered under our 100% money-back guarantee. If such a service is acquired as part of a Package Deal of any kind, it cannot be used to request a refund on the entire package. Examples of such services are as follows:

Copyright Protection Certificates.
Website & Email Hosting Services.
Website SSL Certificates
Website Domain Purchase.
Website Maintenance Plans.
Website SEO Plans.
Social Media Marketing
Google AdWords Campaigns

For services not covered under the 100% refund policy, if the client is dissatisfied, Digital Den management may, after reviewing the project, offer a partial refund to the client.

Content Creation & Population

Digital Den will not be responsible for creating or populating content (e.g. text/Images) into the website, unless purchased exclusively. In this case, Digital Den will populate the website with content created for the client. The content/text for the website will be created specifically for the customer’s website. Digital Den will populate the website with images. Digital Den will acquire stock imagery for the client from stock photo websites. Images will be purchased upon approval from the client. Digital Den will not be responsible in any way, shape or form for any similarities between images used on the site that may or may not resemble other websites. Digital Den will populate the website with products and product details. The client will provide product images and product details.

NDA & Reputation Policy

Digital Den does not share customer information regarding their project or contact details with anyone. The client’s personal and project information is kept confidential at all points. Once the project is completed successfully, both parties, Digital Den and The Client, agree not to intentionally defame or otherwise disparage the other with respect to matters arising after project completion. Once the project is completed successfully, each Party agrees to refrain from (and Digital Denshall take reasonable steps to cause its officers and directors to refrain from), either directly or indirectly, hereafter making any defamatory comments of any type or nature whatsoever to anyone about the Client (and in the case of the Company, its employees, officers, directors, agents, consultants, affiliates, investors or business partners).

Customer Support

Our team is available Monday to Friday, 9 AM to 5 PM (GMT). All after-hours queries should be emailed and will be responded to the next business day.

Technical Support Policy

Digital Den is primarily a design service and design consultancy provider. We will design and develop the services that the client needs. On occasion, our packages and services purchased will include technical aspects to help the client with their websites and emails. Digital Denwill will provide the client with the basic information regarding those services and the settings required to make those services work. Digital Den will not be responsible for providing detailed training or installations of said services on the Customer’s end. Such services may include, but are not limited to: Website Deployment. Digital Denwill deploys the website for the customer on A Hosting server provided by us. The Hosting Service provided by Digital Denis is free and provided to the client as an added feature without any cost. It is acquired from a Third-Party Service provider. A Hosting server provided by the customer (purchased from a Third Party). In the event the website is hosted on a third-party web server purchased by the customer, Digital Den will not be held responsible for any kind of server or hosting-related issues. There is no Service Level Agreement (SLA) between the client and Digital Den in terms of technical assistance or service outage unless purchased separately as an ongoing maintenance service. Website Content Management System (CMS: Content Management System) Digital Denwill will provide the customer with a user manual to use the Website CMS (Content Management System). Digital Den will not be responsible for training the client in the said Website CMS (Content Management System). Emails Setup: Digital Den will be providing the customer with the necessary settings and information to install the emails on their end. Digital Den will not be responsible for installing said emails on the customer’s end. Digital Den will not be responsible for providing technical support or assistance in troubleshooting errors on email usage, as all our emails are on open servers and accessible by all service providers. Digital Den will not be held responsible in any way for the customer’s failure to execute, install or learn the usage of above said services on their end, as the responsibilities for those lie on the customer’s end.

Communication Policy

All Feedback requests or revision requests, Refund Requests or any other instructions that pertain to the order need to be done through the Project Camp Account platform in order to be considered official. Digital Den will not be responsible for any communication done via any platform other than the Project Camp Account or any phone numbers not provided by us or given on our official website. Emails sent back and forth through official emails, that as https://digitaldensolutions.com,/ are to be considered only forms of valid communication. We are not responsible for any damages, issues or delays caused due to contacts made through means of communication not provided by us. We take full responsibility for all the information provided through our official domains.

100% Satisfaction Guarantee

We offer unlimited revisions (as per package) until client approval to ensure 100% satisfaction.

Domain & Hosting

All design order files are delivered to My Account as per the date specified on the “Order Confirmation”. An email is also sent to inform the client about their design order delivery made to their specific account area. All policies pertaining to revision & refund are subject to the date and time of the design order delivered to the client’s account area. All design order files are delivered to “My Account” as per the date specified on the “Order Confirmation”. An email is also sent to inform the client about their design order delivery made to their specific account area. All policies pertaining to revision & refund are subject to the date and time of the design order delivered to the client’s account area. We deliver all our customized design orders via email within 5 to 7 days of receiving your order. We offer a RUSH DELIVERY service through which you can have your first logo/website samples within 48 hours by paying just $100 extra! For further assistance, contact us at the 24-Hour Customer Support Centre.

Record Maintenance

We maintain project records for completed work. Final files can be re-requested if lost.

Customer Support

Our team is available 24/7 via chat and email for general inquiries.

Communication Policy

You agree that Digital Den is not liable for any correspondence from email addresses (es) other than the ones followed by our domain, i.e.info@digitaldensolutions.com, or/any toll-free number that is not mentioned on our website. Digital Den should not be held responsible for any damage(s) caused by such correspondence. We only take responsibility for any communication through email addresses (es) under our own domain name or/via toll-free number, i.e. already mentioned on the Digital Den Website.

Unique Design Guarantee

All websites and designs created by Digital Den are custom-built and made from scratch to reflect the client’s brand.

On-Hold Project Clause

If a client fails to respond for 14 consecutive days, the project will be marked as on-hold and closed. Reactivation fees apply.

Reactivation Fee

For all website projects, the reactivation fee will be 25% of the project cost plus an additional charge based on the complexity of the project. For custom website projects and mobile application projects, the reactivation fee will be 25% of the project cost or $1000, whichever is higher, plus an additional charge based on the project’s complexity. The complexity charge for both types of projects will be determined based on the specific requirements and intricacies involved.