Refund policy
1. Nature of Services
Step Media provides professional digital services including Shopify website design, store setup, theme customization, SEO optimization, and related technical services.
These services are custom digital services, created specifically for each client based on their individual project requirements. They are not physical products.
Because these services require time, expertise, and labor, once work has been started or completed according to the agreed scope, they are considered delivered digital services.
2. Right of Withdrawal (EU Customers)
Under EU consumer protection laws, customers normally have the right to withdraw from a purchase within 14 days.
However, according to Article 16(a) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply once the performance of a service has begun with the customer’s explicit consent.
By placing an order with Step Media and requesting the start of work, the customer expressly agrees that service performance may begin immediately, and acknowledges that the right of withdrawal is waived once work on the project has started.
3. Refunds Before Work Begins
A full refund may be requested within 7 calendar days of purchase, provided that:
• the project has not yet started
• no development, planning, design, or implementation work has been performed.
Refund requests must be submitted via email to:
4. No Refunds After Work Has Started
Once any part of the service has begun — including project planning, research, design, development, configuration, or implementation — the order is considered in progress.
Due to the customized nature of digital development services, refunds cannot be issued for work already performed.
5. Completion and Delivery
A service is considered delivered when the agreed scope of work has been completed and made available to the client for review.
Delivery may include, but is not limited to:
• providing access to the completed Shopify store
• delivering theme customization
• implementing requested features
• providing project files or configuration access.
Once the service has been delivered according to the agreed requirements, the service is considered fulfilled.
6. Digital Products (Themes, Files, Downloads)
If Step Media offers digital products such as Shopify themes or downloadable files, these are classified as digital content.
According to EU Consumer Rights Directive Article 16(m), the right of withdrawal does not apply once the download has begun.
By purchasing a digital product, the customer acknowledges that access to the download begins immediately after payment and therefore waives the right to withdraw once the download starts.
Digital products are therefore non-refundable after download or access has been provided, except in cases of technical defects.
7. Dispute Resolution
If a client experiences any issue with a service or product, we encourage contacting us directly so we can resolve the matter promptly.
Please contact:
We aim to resolve all concerns professionally and fairly.
8. Limitation of Liability
Step Media shall not be held responsible for indirect losses, business interruptions, or third-party platform limitations related to services provided.
Our responsibility is limited to the scope of the service purchased.
9. Acceptance of Policy
By purchasing services or digital products from Step Media, the customer confirms that they have read, understood, and agreed to this Refund & Service Policy.