Refund Policy

Last updated: January 1, 2026

Our approach

We want every project to be successful. If something goes wrong, we will work to fix it before discussing refunds. Most issues are resolved through revision and communication. This policy explains what happens when that is not sufficient.

Before work begins

If you cancel your project within 48 hours of confirmed payment and before any work has begun, you are entitled to a full refund. Cancellations after 48 hours but before work begins are eligible for a refund minus a 10% administration fee.

After work begins

Once the research and brief stage is complete and design work has started, the following applies:

• Cancellation before first deliverable: 50% refund of the total project fee
• Cancellation after first deliverable delivered: no refund, as substantial work has been completed
• Cancellation for failure to deliver agreed scope: full refund or completion at no additional cost

Completed deliverables

No refunds are issued on work that has been delivered in full and matches the agreed scope. If you believe delivered work does not match the agreed scope, contact us within 7 days of delivery and we will review the claim and work to resolve it.

Monthly creative retainer

Monthly retainer fees are non-refundable once a billing period has begun. You may cancel before the next billing cycle with 30 days written notice. Unused capacity within a billing period does not carry forward or generate a refund.

Requesting a refund

To request a refund, email studio@darkwindowdesign.com with your order reference, reason for the request, and any relevant supporting information. We will respond within 5 business days. Approved refunds are processed within 10 business days via the original payment method.

Disputes

Before raising a payment dispute with your bank or card provider, please contact us directly. Most issues can be resolved quickly through direct communication. Unresolved disputes may be escalated to mediation under Georgia commercial law.