Back to Home

Refund Policy

At NovaGlyph Creative ("Company", "we", "our", or "us"), we are committed to delivering exceptional branding and visual identity services. We understand that creative projects involve significant investment of time, resources, and trust from both parties. This Refund Policy outlines the terms and conditions under which refunds may be considered, as well as our commitment to ensuring client satisfaction throughout the design process.

1. Nature of Creative Services

It is important to understand that branding and design services are inherently custom in nature. Each project involves extensive creative labor, strategic thinking, research, and the application of professional expertise tailored specifically to each client's unique needs and requirements. Unlike physical products, creative services cannot be "returned" once the intellectual work has been performed. The value of our services lies in the creative process, professional expertise, and the deliverables produced, all of which represent significant investment of time and intellectual resources.

Our structured design process — encompassing discovery, conceptualization, design development, refinement, and delivery — is designed to involve the client at every stage, ensuring alignment and satisfaction throughout. We strongly encourage active participation and timely communication during all project phases to ensure the final deliverables meet your expectations.

2. Project Deposits

All projects require a non-refundable deposit of 50% of the total project fee before work commences. This deposit secures your position in our project schedule, covers initial research and discovery costs, and compensates for the allocation of creative resources to your project. The deposit is non-refundable under all circumstances, as it represents compensation for work performed during the initial phases of the project, including project scheduling, resource allocation, preliminary research, brand audit and competitive analysis, and initial creative exploration.

By paying the deposit, you acknowledge and agree that this payment is non-refundable and represents fair compensation for the initial work undertaken on your behalf, regardless of whether the project continues to completion.

3. Refund Eligibility During Active Projects

Before Concept Presentation: If you wish to cancel your project after paying the deposit but before we have presented initial concepts, the deposit remains non-refundable. However, no additional charges will apply beyond the deposit already paid. You will not be billed for the remaining project balance.

After Concept Presentation: Once initial concepts have been presented, significant creative work has been completed. If you choose to discontinue the project at this stage, you will be billed for all work completed to date, calculated at our standard hourly rate or as a percentage of the total project fee proportional to the work completed, whichever is greater. The deposit will be applied toward this amount. If the deposit exceeds the value of work completed, the excess is not refundable, as it accounts for scheduling and resource allocation costs.

During Revision Phase: If you decide to cancel during the revision phase of the project, you are responsible for full payment of all work completed, including all revisions requested and implemented. At this advanced stage of the project, the majority of creative work has been performed, and refunds are not available for any portion of the project fee.

After Final Delivery: Once final deliverables have been approved and delivered, the project is considered complete. No refunds are available after final delivery, as the full scope of work has been performed and all intellectual property rights have been or will be transferred upon full payment.

4. Circumstances That Do Not Qualify for Refund

Refunds are not available in the following circumstances: change of mind or change in business direction after work has commenced; dissatisfaction with the creative direction after having approved concepts at prior stages; failure to provide timely feedback, materials, or approvals, resulting in project delays; scope changes or additional requests that extend beyond the original project agreement; internal disagreements within the client's organization regarding design preferences; changes in the client's business strategy, merger, acquisition, or organizational restructuring; the client's decision to use a different design agency or in-house team; and any circumstances within the client's control that prevent the project from being completed.

5. Our Commitment to Client Satisfaction

While our refund policy reflects the custom nature of creative services, we are deeply committed to client satisfaction. Our design process includes multiple checkpoints and revision opportunities specifically designed to ensure alignment between our creative output and your expectations. We include structured concept presentations with the opportunity for feedback and direction; multiple revision rounds (as specified in your project proposal) to refine and perfect the deliverables; regular communication and progress updates throughout the project lifecycle; and dedicated project management to address questions and concerns promptly.

If at any point during the project you have concerns about the direction, quality, or execution of the work, we strongly encourage you to communicate this to us immediately. We are committed to working collaboratively to address any issues and will make every reasonable effort to adjust our approach to meet your expectations within the agreed-upon project scope.

6. Dispute Resolution Process

In the event that you are dissatisfied with any aspect of our services, we encourage you to first contact us directly to discuss your concerns. We believe most issues can be resolved through open and honest communication. Our dispute resolution process begins with direct communication: contact us by email or phone to discuss your concerns. We will respond within two business days. If direct communication does not resolve the issue, we will escalate to a formal review, where a senior creative director will review the project, assess the work completed, and propose a resolution.

If the formal review does not result in a satisfactory resolution, either party may request mediation through a mutually agreed-upon third-party mediator. The costs of mediation will be shared equally between both parties. Our goal is always to reach a fair and amicable resolution that respects the work performed and the client's investment.

7. Project Abandonment

A project is considered abandoned if the client fails to respond to communications or provide requested feedback, materials, or approvals for a period of 30 consecutive days, despite at least three attempts to make contact via email and phone. In the case of project abandonment, no refund will be issued for any portion of the project fee, and the client remains responsible for payment of all work completed to date. NovaGlyph Creative reserves the right to allocate the creative resources previously dedicated to the abandoned project to other clients. If the client wishes to resume the project after the abandonment period, a new project proposal and additional fees may be required.

8. Payment Disputes and Chargebacks

If you have a concern about a charge, we strongly encourage you to contact us directly before initiating a payment dispute or chargeback with your bank or credit card company. We are committed to resolving billing concerns promptly and fairly. Initiating a chargeback without first attempting to resolve the matter directly with us may result in immediate suspension of all project work, forfeiture of any rights to completed deliverables, collection actions for amounts owed, and additional fees to cover administrative costs associated with the dispute process.

9. Force Majeure

In the event that NovaGlyph Creative is unable to complete a project due to circumstances beyond our reasonable control — including but not limited to natural disasters, pandemics, government actions, utility or internet outages, or other force majeure events — we will communicate with you promptly and work to minimize the impact on your project. In such cases, we will either reschedule the project to a mutually agreeable timeline or, if completion is not possible, provide a partial refund for work not yet performed, less the non-refundable deposit and compensation for work completed to date.

10. Refunds for Unused Services

If you have purchased a service package or retainer that includes services not yet rendered, you may request a credit or refund for the unused portion, subject to the following conditions: the request must be made in writing; any work already completed or in progress is non-refundable; administrative and scheduling fees may be deducted from the refund amount; and refunds for unused services will be processed within 30 business days of the approved request. Retainer agreements have their own specific terms regarding unused hours or services, which are outlined in the individual retainer agreement.

11. Warranty on Deliverables

NovaGlyph Creative warrants that all final deliverables will be free from material defects in workmanship for a period of 30 days following final delivery. During this warranty period, we will correct any technical errors in the deliverables at no additional cost. This warranty covers technical file errors such as corrupt files, incorrect file formats, or missing components specified in the project scope; color accuracy issues within the deliverables as specified in the approved proofs; and typographical errors in text that was provided by NovaGlyph Creative. This warranty does not cover changes in taste or preference, modifications made by the client or third parties after delivery, issues arising from the client's misuse or misapplication of the deliverables, or changes requested that fall outside the original project scope.

12. How to Request a Refund or Credit

To request a refund or credit, please contact us in writing at the email address provided below. Your request should include your name and company name, the project name or reference number, a detailed explanation of the reason for your refund request, any supporting documentation or correspondence relevant to your request, and your preferred resolution. We will acknowledge your request within two business days and provide a formal response within ten business days. All refund decisions are made at the discretion of NovaGlyph Creative and in accordance with this policy.

13. Changes to This Refund Policy

NovaGlyph Creative reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website. Changes to this policy will not apply retroactively to projects already under contract. We encourage you to review this policy periodically to stay informed about our refund practices. The version of the policy in effect at the time your project proposal is signed shall govern that specific project.