Refund and Cancellation Policy

Design is a made-to-order service. Once we begin working on your project, the hours spent on research, concepts, and production cannot be recovered or resold, which is why creative studios treat refunds differently from returnable goods. This policy sets out clearly when you can cancel, what happens to money already paid, and when a refund is available.

1. Scope

This policy applies to all design services engaged through Casmora Studio, including one-off projects, milestone-based projects, and recurring packages such as monthly social media graphics. It forms part of our Terms and Conditions.

2. Before You Commit

No payment is due, and no contract exists, until you accept a written proposal from us. Submitting the enquiry form on our website costs nothing and commits you to nothing. We deliberately structure it this way so that you can ask questions, review the scope, and change your mind before any money changes hands.

3. Deposits

Unless the proposal states otherwise, projects begin with a deposit of fifty percent of the agreed fee. The deposit reserves a place in our schedule, which means we turn away other work for that period, and it covers the initial discovery and concept stage. The deposit is refundable in full if you cancel in writing before we have started work. Once work has started, the deposit is non-refundable.

4. Cancellation by You

You may cancel a project at any time by notifying us in writing. What happens next depends on when the cancellation reaches us.

• Before work begins. Any deposit paid is refunded in full, less any third-party costs already incurred on your behalf, such as font or stock asset licenses purchased at your request.
• After work begins but before the first concepts are delivered. The deposit is retained. No further payment is due.
• After concepts have been delivered. You are liable for all work completed up to the cancellation date, calculated against the milestones in your proposal. Any amount you have paid in excess of that value is refunded. Any shortfall is invoiced and payable within seven days.
• After final delivery. The project is complete, and no refund is available.

5. Cancellation by Us

We may cancel a project if payment is significantly overdue, if the working relationship becomes untenable, if we are asked to produce content that is unlawful or that breaches our Client Content and Materials Policy, or if circumstances beyond our control prevent us from delivering to a professional standard.

If we cancel for reasons that are not your fault, we will refund any amount you have paid for work not yet performed, and we will hand over the work completed to that point. If we cancel because of your breach, fees for work already completed are not refunded.

6. What Is Not Refundable

• Work that has been completed, delivered, and accepted.
• Deposits, once work has commenced.
• Third-party costs paid on your behalf, including typeface licenses, stock imagery, icon sets, and platform subscriptions.
• Rush fees paid to prioritize your project in our schedule.
• Fees for completed milestones in a milestone-based project.
• Any part of a monthly package for a month that has already begun.

7. Dissatisfaction and Revisions

If you are unhappy with a direction we have presented, the remedy is a revision, not a refund. Every proposal includes a stated revision allowance, and our process is built to catch problems early: we present direction for approval before full production begins, precisely so that no one is surprised at the end.

A refund is not available on the grounds of subjective taste after work has been delivered in line with the approved brief and the approved direction. If we have failed to deliver what the proposal describes, tell us in writing within seven days of delivery, and we will correct it at no cost.

8. Recurring Packages

Monthly packages, such as our social media graphics pack, renew each month until cancelled. To cancel, notify us in writing at least fourteen days before the next renewal date. Cancellation takes effect at the end of the current billing month. You will receive everything you have paid for in that month, and you will not be charged again. Part-months are not refunded, and unused assets from one month do not roll over into the next.

9. Paused and Dormant Projects

If we do not receive the materials, feedback, or approvals needed to continue, and we are unable to reach you for thirty consecutive days, we will treat the project as dormant. We will send a written notice at that point. If a further thirty days pass without a response, the project may be closed. Fees paid for completed work are not refunded, and restarting a closed project may require a new proposal and a new place in our schedule.

10. How to Request a Refund

Send us a written request that includes your name, the project name, the date of your proposal, the amount you believe is refundable, and the reason for the request. We will acknowledge it within three business days and give you a decision within ten business days, together with a clear explanation of how any figure was calculated.

11. How Refunds Are Paid

Approved refunds are issued to the original payment method wherever possible. Depending on your bank or payment provider, funds typically appear within five to ten business days after we process them. Any transaction, currency conversion, or transfer fees charged by the payment provider are deducted from the refunded amount, as those fees are not returned to us.

12. Chargebacks

If you have a concern about a payment, please contact us first. Raising a chargeback without giving us a chance to resolve the matter costs both parties time and money. We keep detailed records of every proposal, approval, and delivery, and we will present those records in response to a chargeback that we consider unfounded. We reserve the right to suspend work and withhold deliverables while a chargeback is open.

13. Force Majeure

If either party is prevented from performing by events genuinely beyond its control, such as serious illness, natural disaster, or prolonged infrastructure failure, we will agree a revised timeline in good faith rather than treating the project as cancelled. If a workable timeline cannot be agreed, the project may be closed and settled on the basis of the work completed to date.

14. Changes to This Policy

We may revise this policy from time to time. The version that applies to your project is the version published on the date your proposal was accepted. Changes published afterwards will not be applied retroactively to an active engagement.