We want you to be satisfied with our work. If something isn’t right, reach out to us first — we’re committed to making it right.
1. Nature of Our Services
We provide custom digital services including website design and development, branding, logo design, web hosting, and social media management. Because our work is custom and begins immediately upon engagement, refunds are handled on a case-by-case basis as outlined below.
2. Deposits
All projects require a deposit before work begins. Deposits are non-refundable as they are used to reserve time and resources for your project. By paying a deposit, you confirm your commitment to the project.
3. Milestone Payments
For projects broken into milestones, payments made for completed milestones are non-refundable. If you choose to cancel a project after a milestone has been delivered, you will be charged only for work completed to that point.
4. Refund Eligibility
You may be eligible for a partial or full refund in the following situations:
- We have not yet started work on your project and you cancel within 48 hours of payment
- We fail to deliver the agreed services within the agreed timeframe due to our own fault
- The final deliverable materially differs from what was agreed upon in the written proposal
5. Non-Refundable Situations
Refunds will not be issued in the following cases:
- Work has already been completed or delivered
- You change your mind after work has begun
- Delays caused by late feedback, unavailability, or incomplete materials on your end
- Dissatisfaction due to personal taste after approved revisions have been delivered
- Hosting or subscription-based services after the billing period has started
6. Revision Policy
We include a set number of revisions in every project proposal. If you are unsatisfied with a deliverable, please request revisions within the agreed revision window. Revision rounds are the primary avenue for resolving dissatisfaction before considering a refund.
7. How to Request a Refund
To request a refund, contact us at info@brandcraftors.com within 14 days of the issue arising. Please include your project details and a description of the issue. We will respond within 3 business days.
You may also contact Paddle directly for order support at paddle.net, as Paddle is the Merchant of Record for all transactions.
Approved refunds are processed through Paddle, our payment provider, and may take 5–10 business days to appear on your statement depending on your bank.
8. Chargebacks
We encourage you to contact us directly before initiating a chargeback with your bank. Unauthorized chargebacks may result in suspension of services and additional fees. We are always willing to work with you to resolve disputes fairly.
9. Contact
Questions about our refund policy? Reach us at info@brandcraftors.com.