Refund
Policy

01. General Refund Policy

By purchasing services from Lumetrix Creative, you acknowledge that our work involves reserved studio time, creative labor, consultation, concept development, and production of custom design deliverables. For that reason, payments made for completed work, work in progress, consultation time, discovery, and strategy are generally non-refundable.

Refund eligibility, if any, is determined solely by the status of the project, the amount of work completed, and whether Lumetrix Creative has failed to deliver services in accordance with the agreed scope.

02. Deposits

All deposits are non-refundable unless otherwise stated in a written agreement signed by Lumetrix Creative. Deposits secure production time, scheduling, discovery work, and project allocation within our studio calendar.

• Deposits are applied toward the total project fee
• Deposits are not refundable due to client change of mind, delay, internal team disagreement, or cancellation for convenience
• If a project is paused or cancelled after work has begun, the deposit remains earned by Lumetrix Creative

03. Refund Eligibility by Project Stage

Before Work Begins

If full payment has been made and no discovery, scheduling, consultation, or creative work has started, Lumetrix Creative may, at its sole discretion, issue a partial refund after deducting any administrative, transaction, or scheduling costs already incurred.

After Discovery or Concept Work Begins

Once discovery, briefing review, research, concept development, or initial design production has started, payments become non-refundable to the extent of the work performed. If a cancellation occurs at this stage, Lumetrix Creative may retain fees proportionate to labor, reserved time, and deliverables prepared up to the date of cancellation.

After Concept Delivery or Revisions

No refunds will be issued once design concepts, revisions, layout development, or file preparation work has been delivered to the Client. This includes situations where the Client chooses not to move forward after seeing the creative direction.

After Final Delivery

All payments are final and non-refundable once final files or final approved deliverables have been delivered.

04. Non-Refundable Items

The following are strictly non-refundable:

• Deposits and booking fees
• Discovery sessions, consultations, audits, and advisory time
• Strategy work, briefing analysis, research, and concept exploration
• Completed design hours and revision rounds
• Rush fees, priority scheduling fees, and change-order work
• Third-party costs, licenses, fonts, stock assets, or any external purchases made for the project
• Projects delayed or abandoned by the Client

05. Situations That Do Not Qualify for Refunds

• Client changes mind after project commencement
• Client decides to postpone, pause, or abandon the project
• Client fails to provide timely feedback, materials, or approvals
• Client dislikes a design direction that was created in line with the approved brief
• Client internal stakeholders disagree after work has already been produced
• Client obtains alternative services elsewhere after engaging Lumetrix Creative
• Delays caused by client non-response or incomplete information

06. Studio-Initiated Refunds

In limited circumstances, Lumetrix Creative may choose to issue a full or partial refund if we determine that we are unable to complete the project for reasons solely within our control and before substantial work has been delivered. Any such refund decision is made at our sole discretion and does not establish an ongoing obligation to refund in other cases.

If a partial refund is issued, the refunded amount will reflect deductions for completed labor, consultation time, planning, scheduling, and any third-party expenses already incurred.

07. Cancellation by Client

Clients may request cancellation of a project at any time by providing written notice. However, cancellation does not automatically entitle the Client to a refund. Fees will be assessed based on the stage of the project and the amount of work completed as of the cancellation date.

• If no work has started, Lumetrix Creative may review whether any partial refund is appropriate
• If work has started, earned fees and deposit amounts remain payable and/or retained
• Any unpaid portion for completed work up to the cancellation date remains due

08. Chargebacks & Payment Disputes

Clients agree to contact Lumetrix Creative first to attempt resolution of any billing concern before initiating a chargeback or payment dispute. Initiating a chargeback for a legitimate service already delivered, partially performed, or contractually booked may constitute a breach of the service agreement.

Lumetrix Creative reserves the right to present signed agreements, invoices, written approvals, email correspondence, project files, and delivery records in response to any chargeback claim.

09. Turnaround for Approved Refunds

If Lumetrix Creative approves a refund, processing may take up to ten (10) business days after written confirmation. The actual time for funds to appear may depend on the payment provider, bank, card network, or payment platform involved.

10. Policy Changes

Lumetrix Creative may revise this Refund Policy from time to time. Updated versions will be posted on this page with a revised effective date. The version in effect at the time of purchase or project booking will generally apply to that engagement unless otherwise required by law.