Cancellation and refunds
Refund policy
Swiss law provides no right of withdrawal online. Here is exactly what that means for you. This English text is a translation; in the event of any discrepancy, the French version prevails.
A reading of the GTC of 9 September 2026
This page creates no right that the general terms and conditions do not provide for. It answers, in the order the questions arise, “can I cancel?” and “can I get a refund?”. Where this page and the general terms and conditions of sale differ, the general terms and conditions prevail.
The principle
Swiss law provides no general right of withdrawal for sales concluded online. We deliberately go further: for thirty days from your review link being sent, if the site does not suit you, we refund you in full (art. 5). No justification required.
A message to contact@up2front.com is enough. The refund goes out within ten working days, to the payment method used at the time of order. If you pay in three instalments, those already paid are returned to you and those still outstanding are cancelled.
The refund terminates the contract: the site can no longer be used and its rights are not transferred to you. Your domain name, however, was purchased in your name: you may keep it, in which case only its purchase cost is deducted. Otherwise the refund is total.
After those thirty days, the order is no longer refundable.
Art. 40a of the Swiss Code of Obligations remains reserved for contracts concluded through doorstep selling, as do the mandatory provisions applicable to clients resident in the European Union. If one of those provisions applies to you, it prevails over the above.
Before production starts
Production starts when your brief is received in full. Between payment and that moment, nothing has yet been produced for you: write to contact@up2front.com and we refund you, no questions asked.
If we cancel
If Up2Front finds itself unable to deliver an ordered project, the sums paid are returned in full. This is not a favour: it is what ordinary law produces when a service paid for is not supplied.
If the site contains an error
The answer is not a refund, it is a correction, and it is included in the price.
- Before publication — revisions are unlimited for thirty days from the review link being sent (art. 8). A change of mind counts as a revision: during those thirty days, we make no distinction.
- After publication — technical errors and typos attributable to us are corrected free of charge, with no time limit (art. 12).
- Anything outside the project as ordered — an additional page, an unplanned feature, a complete change of concept — is the subject of a separate quote (art. 8).
If we stop hearing from you
If your content does not reach us within three months, the project is suspended, your data is kept for twelve months, and payment remains due (art. 11). The production time was reserved; it cannot be recovered.
Within twelve months, a suspended project can resume with no further payment. All you have to do is send us your content.
If you pay in three instalments
The thirty-day guarantee applies in the same way: what you have already paid is returned to you, and the outstanding instalments are cancelled (art. 5).
Otherwise, all three monthly payments are due. Spreading the payment is a payment facility: failure to pay an instalment renders the balance immediately due and permits publication to be suspended until the situation is regularised (art. 4).
The rights in the delivered site transfer to you on payment of the final instalment (art. 9).
What you keep, whatever happens
Your domain name. It is bought in your name, it remains your property at all times, and it is transferred to you on request and free of charge — including if you go elsewhere (art. 10).
How to make a request
Write to contact@up2front.com stating your company name and the order date. We reply within thirty days at the latest, and in practice well before that. An accepted refund is processed by Stripe to the original means of payment; the time to credit then depends on your bank, generally five to ten business days.
A question about this document? Write to contact@up2front.com. We reply within thirty days, and in practice well before that.