Our goal is to resolve concerns directly and fairly. A published policy helps set expectations; it does not prevent every refund request, chargeback or legal right.
Before production begins
If you cancel a confirmed project before creative production starts, we will refund the payment received for that project, unless a different treatment is required by law or the client has explicitly approved separately charged work already performed. Please email us promptly so we can confirm the project status.
After production has started
If work has begun, we will review the approved scope and work already completed and discuss a fair resolution, including a partial refund for work not performed where appropriate and legally permitted. If the project cannot be delivered as agreed due to our own inability to complete the work, we will offer an appropriate remedy, which may include a refund. We do not impose a blanket “no refunds under any circumstances” rule.
After final delivery
If the final deliverables materially differ from the approved brief or have a production issue attributable to us, contact us with details. We will review the issue and seek an appropriate correction or other remedy, including a refund where applicable. A change in preference or campaign strategy after a conforming deliverable has been accepted does not automatically entitle a client to free additional creative work, subject to applicable law.
Consumer rights and withdrawal periods
Any mandatory cancellation, withdrawal or refund rights under applicable consumer law remain fully available. Where Brazilian consumer protections apply, distance contracts may include a statutory seven-day withdrawal right under Article 49 of Brazil’s Consumer Defense Code. The legal treatment of a particular cross-border or business-to-business project can differ; this policy does not override those protections.
How to request a cancellation or refund
Email [email protected] with your name, payment email, package, project reference if available, and a brief description of your request. Do not send card numbers or sensitive payment details. We will review the request and respond through email, documenting the outcome.
Refund processing
Approved refunds are initiated through the original payment provider and ordinarily returned to the original payment method. Bank and card-issuer processing times can vary; the payment provider controls when a credit appears. For unauthorized transactions, please contact us immediately. You remain entitled to contact your card issuer or exercise other rights available under applicable law.
Avoiding misunderstandings
Please approve the project scope, draft schedule, and included revision limits before paying. If you are unsure whether a concept is achievable or what the package includes, request clarification first. Our Terms of Service and Delivery & Revisions Policy describe how we work.
We are happy to clarify the scope before you pay.
[email protected] ↗Last updated: October 16, 2026. This page is intended to describe our standard service terms; project-specific agreements and applicable law may affect individual situations.