1. Deposits
Unless the applicable proposal states otherwise, deposits reserve production time and are non-refundable once work begins. Any mandatory consumer rights under applicable law remain unaffected.
2. Cancellation before work begins
If cancellation is requested before production starts, we will return amounts paid less non-recoverable transaction charges and any agreed planning work already completed.
3. Cancellation during production
If a project is cancelled after work begins, fees are due for completed milestones, work in progress, committed third-party costs, and reserved time as specified in the proposal. Any remaining balance may be refunded.
4. Approved and delivered work
Refunds are not provided for approved milestones or delivered digital assets that match the agreed scope. Technical defects attributable to us should be reported promptly; we will first make a reasonable effort to correct them.
5. Scope changes and dissatisfaction
Requests outside the approved scope are treated as change orders and are not grounds for refund. Subjective preference changes after approval are handled through any remaining revisions or a new quote.
6. How to request review
Email support@vellums.shop with the project reference, reason for the request, and relevant files. We will review the written agreement, approvals, and completed work before responding.
7. Timing and governing rules
Approved refunds are returned to the original payment method within [INSERT NUMBER] business days, subject to provider processing times. This policy is governed by [INSERT JURISDICTION] and must be reviewed against applicable consumer law.