Question on offering refunds for custom website design and writing work

Hi folks,

As I've mentioned on several occasions in several threads, I'm working on starting up a new business offering site design and seo services (Until now, I had only offered writing services). My plan is to offer a partially customized site with part of the service being a fixed design.

Basically, I'll offer a standard setup of a static front page, blog and shopping cart (all done through Wordpress) with mobile ready site built in. This part is standardized -- the client picks the theme they like (I have developer rights on around a dozen premium themes) and all I need to do is upload the ready made site to the customer's server and set the theme (I'm also throwing in around 10 premium plugins I have developer rights on plus setting up a few more free plugins which make things run more smoothly). If this was all I needed to do, I'd offer 100% guaranteed refunds without a question since my time investment is minimal and it's worth it to keep up a good reputation.

The question arises however because I'm treating this as an extension of my writing and seo business (As I said, I've been making my living as a writer for a number of years now but want to expand into these peripheral areas since I've gained extensive expertise on them).

I'm going to be offering custom written home pages as well as one custom written blog post as part of the package. I'll also do custom logos/mastheads (may be outsourcing those though -- I'm pretty good with graphics, but some of the folks who do this on Fiverr are amazing and it may be worth outsourcing rather than spending the time to do something myself).

I'll also be offering an initial seo package including forum profiles, blog backlinks and video submission (I turn the blog post into a video and submit to several dozen sites).

All this is going to take me several hours of work (and or cost money if I outsource part of the job) and therein lies the problem.

Do I offer 100% refunds if people are not happy with my custom work? I already plan to offer the same thing I've always offered with my writing work -- two free revisions if needed to make the customer happy (it's very rare that I get a revision request and in all the time I've been writing, I don't ever recall getting a second revision request).

But what if they're still not happy after I've put in all that work? Do I then make a standard policy that I offer a money back guarantee anyway and just accept that a certain percentage will try to get out paying by doing this (I know there may on rare occasions be genuine concerns, but when I offer two free revisions, in 99% of cases, if people are still not satisfied it's because they're being cheap and trying to get away with not paying anything rather than because they really are still not happy)?

I'm wondering what other people who do this kind of work use for their own policies.

Also, if I do offer a money back guarantee, do I make it contingent on my deleting the site I created for them first or do I offer to let them keep the work I did (this would probably deter the people who are trying to cheat but it may also sound petty to the very rare person who legitimately isn't happy)?

I realize there are no hard and fast answers to this and everyone will have their opinion, but I'd love to hear from other people who design websites and or who do custom writing or seo work about what their policies are.

Thanks in advance for any advice.

Eric