Refund Policy
Last updated: January 2024. Our refund terms for custom creative services.
Our services involve custom creative work made specifically for each client. Our policy distinguishes between different stages of project progression.
1. Cancellation Before Kick-off
If you cancel before the initial kick-off call and before any work has started, you are entitled to a full refund. Request within 48 hours of payment by emailing hello@theeyeofdesign.com. Refunds are processed within 10 business days via your original payment method through Stripe.
2. Cancellation After Kick-off, Before Concept Delivery
If the kick-off call has taken place and discovery work has begun but no design concepts have been delivered, a partial refund of 60% is available. All research and briefing documents produced to that point are provided. Requests must be submitted within 14 days of the kick-off call.
3. Cancellation After Concept Delivery
Once design concepts have been delivered for review, refunds are evaluated based on the scope of work completed. We will assess the work done and offer a fair settlement. Partial refunds are possible but not guaranteed once significant work has been delivered.
4. Dissatisfaction with Delivered Work
If completed work does not meet the agreed scope, contact us within 14 days of final delivery. We will review and revise at no charge where warranted. Partial refunds may be offered where revision is not feasible and the shortfall is clearly documented against the agreed brief.
5. Non-Refundable Situations
- Change of mind after project completion and final file delivery
- Direction changes approved by you during the project
- Business decisions made after delivery (e.g. brand pivot, business closure)
- Late provision of required materials causing delays
- Requests submitted more than 30 days after final delivery
6. Add-ons and Consulting Hours
Fully delivered add-on services are non-refundable. Unused consulting hours booked in advance may be refunded at the pro-rata rate before they are used.
7. How to Request
Email hello@theeyeofdesign.com with your name, order reference, purchase date, and description of your concern. We respond within 3 business days. Approved refunds process through Stripe in 5 to 10 business days.
8. Contact
hello@theeyeofdesign.com | (504) 264-8820