Why the policy works this way
Every Oakline design is fully available to preview and customize before you pay. You can open any demo, change the text, colors, fonts, images, and section options, and see exactly what you are buying. Because of that, our protection is concentrated where it actually helps you — before production files exist — rather than in a blanket window after delivery.
Once a customer-specific production website has been generated and provided, the files are on your device and cannot be recalled. A refund can end your license, your access, and your support; it cannot make delivered copies disappear. This policy is written to be clear about that in advance, so nobody is surprised later.
Tier one — Single Template
An eligible Single Template order may be canceled within 14 days of purchase, provided no customer-specific production build has been generated, accessed, downloaded, published, delivered, or used.
- Public preview and customization remain available before purchase, at no cost and with no account required.
- Once the production package has been generated or accessed, change-of-mind refunds are not available.
- If the delivered website contains a verified material technical defect, Oakline receives a reasonable opportunity to correct, replace, or redeliver it.
- A refund may be considered when a confirmed material defect cannot reasonably be corrected.
Tier two — Specialty Collection
Because the Specialty Collection provides access to five designs, the strictest digital-product terms apply. An eligible Specialty Collection order may be canceled within 14 days of purchase, provided no production build has been generated or delivered.
- All five master templates remain private. Customer-specific builds are generated only after your authorization.
- Oakline records every production build, download, version, license, and delivery event.
- Once any production build has been generated or delivered, the collection purchase is nonrefundable except for an unresolved material technical defect.
Tier three — Signature Semi Custom
Signature Semi Custom is a scheduled, managed engagement, not a digital product. It does not carry a general money-back guarantee; it uses milestone-based cancellation terms set out in your signed agreement.
- The initial 50% payment may be refundable before work begins, less any third-party costs already incurred.
- Once discovery, planning, design, content, development, implementation, or account configuration starts, the initial payment becomes nonrefundable.
- Completed work remains billable.
- The final balance is due before launch, file delivery, credential transfer, or final backup delivery.
Tier four — Custom Practice Website
Custom Practice Website engagements use milestone payments (40% / 30% / 30%) and written termination terms. There is no 14-day guarantee.
- Completed milestones are nonrefundable once approved.
- Work performed but not yet invoiced becomes due when you cancel.
- Incomplete files, concepts, source files, and working materials remain Oakline property unless specifically paid for and listed as deliverables in the agreement.
- The website is not launched, transferred, or delivered until the full balance has been paid.
Add-on services and expedited delivery
Add-on services attached to a template-tier order may be canceled while the order itself is still cancelable and before work on that service begins. Once fulfillment of an add-on starts, it follows the terms of the tier it is attached to. Expedited Delivery fees become nonrefundable once Oakline confirms capacity and priority production begins.
What may qualify for a refund
- Oakline delivered the wrong template.
- The delivered file is materially corrupted.
- Required files are missing from the delivery.
- The website cannot perform a documented core function.
- Oakline cannot provide the product or service within the promised timeframe and you decline the delay.
- You were charged twice.
- Oakline cannot complete the purchased service.
- You cancel before production or service work begins.
What should not qualify
- Change of mind after production access or download.
- Dislike of a design that was fully available to preview before purchase, or failure to review the public demo.
- Failure to understand disclosed hosting or deployment requirements.
- Incompatibility with an undisclosed third-party platform.
- Customer changes that damage or break the website.
- Failure to provide content, approvals, credentials, or account access, and delays caused by the customer.
- Third-party outages or platform changes.
- Requests outside the purchased scope.
- Failure to obtain approval from a partner, owner, board, or internal stakeholder.
- A later decision to close, rename, sell, delay, or reposition the practice.
How to request a refund
Email hello@oakline.health from the address you purchased with, include your order number, and describe the issue. Here is what happens next:
- Oakline identifies the purchased tier, order, policy version, payment status, production status, download status, publication status, and work completed.
- Oakline determines whether the request falls within the eligible cancellation period.
- For a technical issue, Oakline receives a reasonable opportunity to diagnose and correct the problem.
- If approved, the refund is processed through the original payment method — typically within 5–10 business days, depending on your bank or card issuer — and is issued through Lemon Squeezy, our merchant of record.
- Oakline revokes unused delivery links, future production rights, and support, marks the license terminated, records the refund date, and sends written confirmation.
Order status and what it means for a refund
Every order carries a recorded status. Your refund position follows from it.
- Preview only — no production build generated. Eligible within the stated cancellation window.
- Paid, not started — payment verified, no work or production started. Potentially eligible.
- Building — a customer-specific build or service work has started. Restricted by the tier terms above.
- Ready for delivery — the production package is complete. Generally nonrefundable.
- Accessed or downloaded — you obtained the production files. No change-of-mind refund.
- Published or launched — the website is publicly in use. No change-of-mind refund.
- Technical defect review — a verified issue is under investigation. Repair or replacement comes first.
- Refunded — payment returned and license terminated. All access and usage rights are revoked.
After a refund
A refund, payment reversal, or chargeback terminates your license and all rights to use, publish, copy, distribute, modify, or retain access to the related Oakline website, template, files, or deliverables. You must stop using the website, take down any hosted copies, and delete the delivered files and backups. Oakline will send written notice confirming that continued use after a refund or charge reversal is unauthorized.
Payment disputes
Please contact Oakline first and give us a reasonable opportunity to resolve any billing or technical concern before initiating a payment dispute. Filing a payment dispute does not grant a continuing license to use any refunded or reversed deliverable. Oakline retains evidence of delivery, access, approval, support, and policy acceptance for dispute resolution.
Reasonable exceptions
Because deliverables are digital and customer-specific, we may decline a request where there is clear evidence of abuse — for example, generating multiple Specialty Collection builds and immediately requesting a refund, or evidence that delivered files have been redistributed. These cases are rare; we aim to be fair, and we would rather fix the problem than argue about it.
Questions first?
If something isn't working, reach out before requesting a refund — most issues (customizer questions, delivery, hosting) are quick to solve: hello@oakline.health.