Our services involve custom creative work made specifically for each client. Because of this, our refund policy distinguishes between different stages of project progression. We are committed to fair outcomes and direct communication.
1. Cancellation Before Kick-off
If you cancel your order before the initial kick-off call and before any design work has commenced, you are entitled to a full refund of the amount paid. To request a cancellation under this provision, email hello@designagencyworks.com within 48 hours of payment confirmation.
Refunds under this provision are processed within 10 business days via your original Stripe payment method. Stripe processing fees may be non-recoverable depending on your card issuer.
2. Cancellation After Kick-off but Before Concept Delivery
If a kick-off call has taken place and discovery or strategy work has begun, but no design concepts have been delivered, a partial refund of 60% of the project fee is available. We will provide all research, strategy notes, and briefing documents produced to that point.
Requests under this provision must be submitted by email within 14 days of the kick-off call.
3. Cancellation After Concept Delivery
Once initial design concepts have been delivered for review, refunds are evaluated case by case. We will assess the scope of work completed and calculate a fair settlement reflecting work done to that stage. Partial refunds are possible but are not guaranteed once significant design work has been delivered.
4. Dissatisfaction with Delivered Work
If the completed work does not meet the agreed scope as documented in the project brief and kick-off notes, contact us within 14 days of final delivery. We will review your concern and, where valid, revise the work at no charge within the agreed scope. Partial refunds may be offered in cases where revision is not feasible and the shortfall is clearly documented.
Dissatisfaction based on personal preference changes, aesthetic preferences not communicated at briefing, or scope outside the original agreement does not qualify for a refund.
5. Non-Refundable Situations
Refunds are not available in the following circumstances:
- Change of mind after project completion and final file delivery
- Feedback or direction changes after approval of a design stage
- Business decisions made after project completion (e.g., pivoting away from the brand)
- Delays or outcomes caused by late provision of required client materials
- Projects where you have formally approved a design direction and requested execution
- Requests submitted more than 30 days after final delivery
6. Add-ons and Consulting Hours
Add-on services (e.g., style guide export, interactive prototype, priority access) that have been fully delivered are non-refundable. Unused consulting hours may be refunded at the pro-rata rate if requested before those hours are used.
7. How to Request a Refund
Email hello@designagencyworks.com with your name, order reference, date of purchase, and a clear description of your concern. We respond within 3 business days. Approved refunds are processed through Stripe and typically appear in your account within 5 to 10 business days depending on your card issuer.
8. Contact
hello@designagencyworks.com
(303) 351-8963
1003 Pennsylvania St, Denver, CO 80203, USA