Refund & Cancellation Policy

1. Nature of Design Services

Design services are custom creative work. Unlike physical products, design deliverables represent hours of skilled creative labor, research, iteration, and professional judgment. Once work has commenced, the time and expertise invested cannot be recovered.

This policy reflects those realities while aiming to be fair to both clients and our studio.

2. Project Agreements and Deposits

All projects begin with a written agreement (proposal or contract) that specifies:

• Project scope and deliverables
• Timeline and milestones
• Payment schedule
• Revision rounds included
• Intellectual property terms

Most projects require a deposit (typically 30–50% of the total project fee) before work commences. Deposits secure our time and allow us to begin research and planning.

3. Cancellation Before Work Begins

If you cancel a project before any work has commenced (defined as before we have conducted research, created any sketches, or begun any billable work):

• You will receive a full refund of your deposit, minus any bank or payment processing fees.
• Cancellation must be communicated in writing to [email protected].

4. Cancellation After Work Has Begun

If you cancel a project after work has commenced:

• You will be invoiced for work completed to the date of cancellation, calculated at an hourly rate appropriate to the scope and type of work.
• The deposit will be applied to this amount. If the deposit covers the cost of work completed, no additional payment is required. If the cost of work completed exceeds the deposit, you will be invoiced for the difference.
• Any completed deliverables at the time of cancellation will be provided to you upon settlement of the account.
• Intellectual property ownership of partially completed work remains with Folk Heart Designs until all invoices are settled.

5. Revision Rounds and Scope Changes

Each project agreement specifies the number of revision rounds included. Additional revisions beyond those specified are billed at an agreed hourly rate. Significant scope changes (changes to the agreed deliverables or objectives) may require a revised project agreement and additional fees.

We discuss scope changes with clients before proceeding with additional work, so there are no billing surprises.

6. Disputes

If you are dissatisfied with our work or believe there has been a misunderstanding, please contact us directly. We prefer to resolve concerns through conversation rather than formal processes.

We do not process chargebacks as a first resort. If you have a concern, please email us at [email protected] and we will work with you to find a resolution.

7. No Guarantee of Specific Outcomes

Design services are not refundable on the basis that they did not produce a specific business result. Design influences but does not control outcomes, which depend on many factors beyond our control—market conditions, business decisions, competitive environment, implementation quality, and more.

We do not make promises about business results. If any third party makes such promises on our behalf, those promises are not authorized and should be disregarded.

8. Contact

For any questions about this policy or to discuss a billing concern: