Refund Policy
Clear guidelines on refunds and cancellations for our creative direction and consulting services.
Our Commitment to Fairness
We believe in transparent, fair refund practices that protect both our clients' investments and our creative team's work. Every situation is evaluated individually with mutual respect.
Table of Contents
1. Overview
At RG Studio, we strive for complete client satisfaction in our creative direction and consulting services. This refund policy outlines the circumstances under which refunds may be requested and the process for handling such requests.
2. Refund Scenarios
Full Refund Eligible
Service cancellation within 48 hours of agreement signing, before any work has commenced, or if we fail to deliver agreed-upon services due to our fault.
Partial Refund Eligible
Project cancellation after work has begun but before major milestones. Refund calculated based on work completed and resources invested.
No Refund
Completed projects, services delivered as agreed, client-requested changes after approval, or cancellations due to client circumstances beyond our control.
3. Refund Timeline
Standard Refund Process Timeline
Request Submission
Submit refund request via email with project details and reason
Review Period (3-5 business days)
Our team reviews the request and assesses project status
Response & Resolution
We provide our decision with detailed explanation and next steps
Processing (5-10 business days)
Approved refunds are processed back to original payment method
4. Refund Process
4.1 How to Request a Refund
To request a refund, send an email to hello@rgstudio.org with "Refund Request" in the subject line. Include your project details, invoice number, reason for the refund request, and any relevant documentation.
4.2 Required Information
Your refund request should include: full name and contact information, project name and contract number, detailed explanation of the refund reason, any supporting documentation, and preferred resolution if applicable.
4.3 Review Process
Each refund request is carefully reviewed considering the work completed, resources invested, project stage, contract terms, and the specific circumstances leading to the request.
5. Refunds by Project Stage
5.1 Discovery & Strategy Phase
During initial consultation and strategy development, partial refunds may be available based on time invested and insights provided. Full refunds are rare once strategic work begins.
5.2 Development & Execution Phase
Once active creative work begins, refunds are calculated based on completed milestones. Clients receive credit for remaining work but not for deliverables already provided.
5.3 Completion & Delivery Phase
Refunds are typically not available for completed projects or final deliverables that meet agreed-upon specifications. Quality concerns should be raised during review phases.
6. Non-Refundable Items
6.1 Third-Party Expenses
Costs for third-party services, software licenses, stock materials, or external contractors procured for your project are non-refundable as these represent direct pass-through expenses.
6.2 Completed Deliverables
Final deliverables that have been completed, approved, and delivered according to project specifications are non-refundable. This includes strategies, creative assets, and consultation sessions.
6.3 Rush Services
Premium fees for expedited delivery or rush services are non-refundable due to the additional resources and schedule adjustments required to meet accelerated timelines.
6.4 Change Requests
Additional work performed at client request beyond the original scope, including revisions after approval stages, are non-refundable as they represent extra value delivered.
7. Partial Refunds
7.1 Calculation Method
Partial refunds are calculated based on the percentage of work completed at the time of cancellation, minus any non-refundable expenses and a reasonable administrative fee.
7.2 Milestone-Based Refunds
For projects structured in phases, refunds are calculated based on completed milestones. Clients receive credit for unstarted phases but not for work in progress or completed phases.
7.3 Time-Based Refunds
For hourly or retainer-based services, refunds are calculated based on unused hours, minus any completed work and administrative costs associated with project setup and client onboarding.
8. Dispute Resolution
8.1 Internal Resolution
We encourage open communication to resolve any concerns before formal dispute procedures. Our team is committed to finding mutually acceptable solutions through direct dialogue.
8.2 Mediation Process
If internal resolution is unsuccessful, we may engage a neutral third-party mediator to help facilitate a fair resolution. Mediation costs are typically shared between parties.
8.3 Escalation Timeline
Dispute resolution requests must be submitted within 30 days of the issue arising. We aim to resolve disputes within 60 days through good-faith negotiation and professional mediation services.
8.4 Documentation Requirements
All parties should maintain detailed records of communications, agreements, deliverables, and any issues that arise. This documentation is essential for fair dispute resolution.
9. Special Circumstances
9.1 Force Majeure Events
In cases of natural disasters, pandemics, or other extraordinary circumstances beyond our control, refund policies may be adjusted on a case-by-case basis with mutual consideration for all parties affected.
9.2 Health Emergencies
Serious health emergencies affecting key project stakeholders may qualify for special refund consideration. Documentation may be required, and alternative project timeline arrangements will be explored first.
9.3 Business Closure
If a client business closes unexpectedly, we will work with legal representatives to determine appropriate refund amounts based on work completed and contractual obligations.
10. Refund Payment Methods
10.1 Original Payment Method
Refunds are processed back to the original payment method whenever possible. This includes credit cards, bank transfers, and electronic payment services used for the original transaction.
10.2 Processing Times
Credit card refunds typically appear within 3-10 business days. Bank transfer refunds may take 5-15 business days depending on international banking procedures and currency conversion requirements.
10.3 Alternative Methods
If the original payment method is unavailable, we will work with you to arrange alternative refund methods. Additional processing fees may apply for international transfers or currency conversions.
11. Policy Updates
This refund policy may be updated periodically to reflect changes in our business practices, legal requirements, or service offerings. Significant changes will be communicated to active clients, and updated policies apply to new projects initiated after the update date.
Refund Questions?
For refund requests or questions about this policy:
Email: hello@rgstudio.org
Subject Line: Refund Request or Refund Policy Inquiry
We respond to refund requests within 3-5 business days.