Effective date: October 1st, 2026
Refunds, Cancellations & Revisions Policy
1. Our commitment to fair service
We are committed to providing professional, high-quality graphic design services and ensuring that every client understands the terms of their project before work begins.
This policy explains how we handle cancellations, refund requests, revisions and situations where a project cannot be completed as planned.
It applies to our graphic design services, including logos and branding, social media graphics, flyers, posters, print design, packaging design, illustrations, digital artwork and bespoke design projects.
We aim to treat every client fairly while recognising the time, expertise and creative work involved in delivering each project.
2. Payment terms
Unless otherwise agreed in writing, full payment is required before work begins.
Where a quotation or written agreement specifies a deposit and subsequent balance, the payment schedule in that agreement will apply instead.
Once payment has been received, we will begin work in accordance with the agreed project scope and schedule.
Payment covers the design services agreed upon, including the specified deliverables and one round of revisions, unless otherwise stated in writing.
3. Cancellation before work begins
If you cancel your project before any design work has started, you may request a refund.
Where no work has been carried out and no non-refundable costs have been properly agreed or incurred, we will generally refund the amount paid.
If work has not begun but reasonable, previously disclosed third-party costs have already been incurred specifically for your project, those costs may be deducted where legally permitted and appropriately evidenced.
We will explain any proposed deductions before processing the refund.
4. Cancellation after work has started
Once work has started, time and resources will have been invested in your project. If you decide to cancel, we will assess the work completed up to the cancellation date.
This may include research, creative development, initial concepts, design development, illustration, artwork preparation and other work included in the agreed brief.
Where a refund is appropriate, the amount will be calculated by deducting a reasonable and supportable charge for work completed and any other properly recoverable costs from the amount paid.
Changing your mind after work has started does not automatically entitle you to a full refund.
We will consider each request individually and explain the basis of any refund or deduction. Any applicable statutory cancellation rights will be respected.
5. Preview files, draft designs and concepts
We may provide preview images, draft designs, mock-ups or near-final concepts so that you can review the direction of your project before final delivery.
Once work has started or a preview has been supplied, a change of mind alone will not normally qualify for a full refund.
This is because providing previews involves creative work, time and professional expertise, even if the final files have not yet been delivered.
However, receiving a preview does not automatically remove any refund or cancellation rights you may have under applicable law. Refund requests will be assessed fairly, taking account of the work completed, the agreed scope and the circumstances of the request.
Preview files are for review and approval only. Unless we expressly authorise otherwise in writing, they must not be used, reproduced, published, distributed or commercially exploited.
6. Dissatisfaction with a design
We want you to be happy with the work we create. We will work from the agreed brief, specifications and any reference material supplied or approved by you.
If you are unhappy with a design, please explain your concerns in writing and identify the aspects that do not meet the agreed requirements.
Each project includes one round of revisions, unless otherwise agreed. We will use this round to make reasonable adjustments within the original project scope.
A preference for a different creative direction, a change of mind or a request to follow a substantially different brief does not, by itself, mean that the original work was defective or that a refund is due.
If we have made an error or the work materially fails to meet the agreed brief, we will review the issue and seek to put it right. Depending on the circumstances, this may involve correcting the design, providing an appropriate revision, or offering another remedy where required by law.
We cannot guarantee that a design will match an unstated preference or subjective expectation that was not included in the agreed brief.
7. Revisions and additional work
One round of revisions is included in the agreed project price.
A revision round means one consolidated set of feedback covering the agreed design. Clients should provide their requested changes together wherever possible.
Additional revisions, new concepts, substantial changes to an approved direction or requests that fall outside the original brief may incur additional charges. We will confirm the scope, cost and any revised deadline before carrying out chargeable additional work.
Additional work will not be charged without appropriate agreement.
8. Delays or cancellation on our side
We make every reasonable effort to meet the deadlines agreed with our clients.
If we anticipate a delay, we will notify you as soon as reasonably possible and explain the revised timescale.
If we are unable to complete your project, we will discuss an appropriate solution with you. Depending on the circumstances, this may include an agreed extension, completion of outstanding work, or a full or partial refund for work that has not been provided.
If we fail to deliver the agreed service or the work does not meet applicable legal standards, we will consider your rights and the appropriate remedy. We will not rely on this policy to avoid responsibility for our own failure to meet our contractual or legal obligations.
9. Client delays and lack of communication
Clients are responsible for supplying the information, materials, approvals and feedback reasonably required to complete their projects.
If you do not provide the necessary information or feedback within an agreed timeframe, your project may be paused and the delivery date may need to be adjusted.
If a project remains inactive for an extended period, we will make reasonable attempts to contact you before considering the project abandoned or closed.
If the project is closed following client inactivity, we may account for the work completed and any properly recoverable costs when assessing a refund, subject to the terms agreed and applicable law.
Any additional fees or cancellation charges must have a fair basis and will not be imposed retrospectively without an appropriate contractual basis.
10. Final files and usage rights
Final deliverables will be released once full payment has been received, unless otherwise agreed in writing.
Until final delivery and any applicable transfer or licence of rights under our agreement, preview materials must not be treated as permission to use the artwork commercially.
Any ownership, copyright transfer, licence, source-file provision or usage restrictions will be governed by the relevant project agreement.
Where a refund or cancellation is agreed, the client must not use unpaid or unlicensed work unless we expressly agree otherwise in writing.
11. Duplicate payments and payment errors
If you have accidentally paid twice or made an incorrect payment, please contact us with the relevant details.
Once the payment error has been verified, we will arrange for the excess amount to be returned.
Duplicate or mistaken payments will not be treated as payment for additional design services unless you expressly agree otherwise.
12. How to request a refund
Please submit your refund request in writing to [Insert your email address], including:
- Your name and contact details.
- Your project name or reference.
- The date of payment.
- A brief explanation of your request.
- Any relevant supporting information.
We will acknowledge your request and review the circumstances, including the agreed scope, work completed, previews supplied, relevant communications and any applicable legal rights.
We aim to provide a response within a reasonable timeframe.
Where a refund is approved, we aim to process it within 30 days of approval, unless a different period is required by law. This target does not extend any shorter statutory refund deadline.
Refunds will ordinarily be returned through the original payment method, where practicable and legally appropriate.
13. Consumer rights
Nothing in this policy excludes, restricts or overrides any statutory rights that apply to you.
Consumer clients may have cancellation rights for certain contracts agreed online, by telephone or away from business premises. The applicable rules depend on the nature of the contract and the circumstances in which it was made.
Where relevant, a consumer may have the right to cancel within a statutory cancellation period. If the consumer has expressly requested that work begins during that period, payment for services supplied may be recoverable in accordance with the applicable legal requirements. Additional conditions may apply where a right to cancel is to be lost following full performance.
Consumers may also have legal remedies where services are not performed with reasonable care and skill or do not meet the requirements of the contract.
Business-to-business contracts may be subject to different rules.
We will consider the applicable legal requirements when handling any cancellation or refund request.
14. Contact us
If you have any questions about this policy, your project or a potential refund, please contact us at:
We will always aim to resolve concerns professionally, transparently and fairly.
This policy should be read alongside your quotation, project brief and any other written terms agreed with the client. Where applicable law provides greater protection, the law takes precedence over this policy.