1) Scope
This Refund Policy covers purchases of our professional services and any associated digital deliverables (e.g., design files, code snippets, templates). Where consumer protection laws grant additional rights, those rights apply alongside this policy.
2) Design services
- Deposits: Unless otherwise stated in your Statement of Work (SOW), deposits are non‑refundable once work has commenced, as they reserve capacity and cover discovery and initial production.
- Cancellations before kickoff: If you cancel in writing before the scheduled kickoff date and no work has started, we will refund the deposit less any non‑recoverable costs (e.g., booked tools or subcontractors).
- Milestone billing: Work is billed per agreed milestones. If you terminate the project mid‑milestone, you are responsible for the pro‑rated portion of work completed to date.
We will always provide artifacts produced up to the termination date, assuming invoices due are paid.
3) Digital deliverables
Due to their nature, delivered digital assets (e.g., source files, exported assets, code) are non‑returnable.
- If a deliverable is defective (e.g., corrupted files or missing licensed assets), notify us within 14 days and we will replace or correct it at no additional charge.
- If deliverables materially deviate from the approved scope, we will remedy within a reasonable time or, if we cannot remedy, issue a reasonable partial refund reflecting the gap to scope.
4) Physical items (if any)
We do not routinely sell physical goods. For any limited physical materials provided (e.g., printed reports), you may request a return within 14 days of delivery if the item is unused and in original condition. You are responsible for return shipping unless the item is faulty or incorrectly supplied.
5) How to request a refund
To start a refund or return request, email [email protected] with:
- Order or invoice number, and date
- Item or milestone in question
- Reason for the request, with any supporting details
We may request additional information to validate and process your request efficiently.
6) Processing timelines
- We aim to acknowledge your request within 2 business days.
- Where approved, refunds are processed to the original payment method within 7–14 business days (bank processing times may vary).
- Replacement or corrected digital files are typically supplied within 3–5 business days.
7) Exceptions and non‑refundable items
- Custom services already performed according to the SOW.
- Digital deliverables once provided, except where defective or materially off‑scope as noted above.
- Third‑party licenses, fonts, or stock assets purchased on your behalf (subject to the third‑party’s terms).
- Expedited or rush fees where work commenced on an expedited basis with your approval.
8) Faulty or incorrect items
If you receive a faulty or incorrectly supplied deliverable, we will replace or correct it at no additional cost. For physical items, we will also cover reasonable return shipping.
9) Contact
Questions about refunds or returns?
Level Plain Commons
Flat 95 Roxanne Forges, West Isabellaburgh TN11 8HT, UK
Phone: +445967841886
Email: [email protected]