Refund Policy

1) General Principles

Our services typically involve discovery, strategy, creative development, and production. Once time has been reserved and work has started, value is delivered through planning, analysis, concepts, drafts, and progress—even before final files are handed off. For this reason, deposits and certain project phases may be non-refundable.

2) Deposits, Retainers, and Booking Fees

If your Proposal/SOW includes a deposit or retainer to reserve capacity, that amount is generally non-refundable. It compensates for scheduling commitments, onboarding, discovery preparation, and reserved production time.

• Deposits secure time blocks and may prevent us from taking other engagements during that period.
• Retainers cover ongoing availability and priority scheduling during the billing cycle.
• In limited cases, we may apply a deposit toward a rescheduled start date (see rescheduling rules below).

3) Cancellation Before Work Starts

If you cancel a project before any substantive work begins (meaning: before kickoff, discovery activities, or deliverable production), we may refund amounts paid minus any non-refundable deposit/booking fee and any administrative time already incurred.

4) Cancellation After Work Starts

If you cancel after work has started, refunds are not guaranteed and depend on progress. In most cases, you will be responsible for all work completed up to the cancellation date. We can provide work-in-progress materials in their current form once all outstanding invoices are paid.

Examples of “work started” include: discovery sessions, audits, market and competitor research, positioning drafts, naming exploration, creative direction boards, concept sketches, prototypes, templates, writing samples, guideline structures, or any production work.

5) Revision Rounds and Subjective Preference

Branding and creative decisions involve subjective preference. Refunds are not provided simply because you change your mind, decide to pursue a different style, introduce new stakeholders late in the process, or request a substantially different direction after approvals.

6) Delays, Pauses, and “Dormant” Projects

If a project is delayed due to missing Client materials, extended silence, or repeated non-consolidated feedback, we may pause the project and reschedule. Payments made for completed milestones remain non-refundable. If a project remains inactive for an extended period, we may close it and treat amounts paid as earned for time and capacity reserved.

7) Rescheduling

If you need to reschedule, notify us as early as possible. We will attempt to accommodate changes based on availability. Depending on timing, a rescheduling fee may apply. In many cases, deposits may be applied to the new start date if rescheduled within a reasonable window.

8) Refund Processing

Approved refunds (if any) are issued to the original payment method when possible. Processing times vary by provider and financial institution. Any fees charged by payment processors may be deducted where permitted by law and by your agreement in the Proposal/SOW.

9) Chargebacks and Payment Disputes

If you have a concern, contact us first so we can resolve it quickly. Initiating a chargeback without first attempting to resolve the issue may pause ongoing work, revoke access to deliverables not yet licensed through full payment, and incur additional administrative costs.