Refund Policy

1. Overview

Vexoria Digital ("Company," "we," "our," or "us"), located at 6767 S Spruce St, Englewood, CO 80112, is committed to delivering high-quality digital branding and visual design services to every client. We understand that engaging a creative studio represents a significant investment, and we take our commitment to client satisfaction seriously. This Refund Policy ("Policy") outlines the terms and conditions governing refunds, cancellations, and credits in connection with our services.

This Policy should be read in conjunction with our Terms of Service, which govern the overall relationship between Vexoria Digital and our clients. In the event of any conflict between this Policy and the Terms of Service, the provisions of this Refund Policy shall govern with respect to refund-related matters.

By engaging our services, you acknowledge that you have read, understood, and agree to the terms outlined in this Refund Policy.

2. Nature of Services

It is important to understand the nature of our services as they relate to refunds. Vexoria Digital provides creative and advisory services, including brand identity development, logo design, brand asset creation, brand guideline preparation, and digital visual material design. These services involve significant intellectual labor, creative expertise, strategic thinking, and dedicated time from our team.

Unlike tangible products that can be returned in their original condition, creative services involve the creation of unique, custom intellectual property that is specifically tailored to each client's needs and cannot be "returned" or "resold" to another party. The value of our work lies not only in the final deliverables but also in the creative process, strategic thinking, research, and iterative development that goes into producing those deliverables.

For these reasons, our refund policy reflects the custom and non-reversible nature of creative services while maintaining a commitment to fairness and client satisfaction.

3. Deposit and Initial Payment

All projects require a non-refundable deposit before work commences. The standard deposit is fifty percent (50%) of the total project fee, unless a different arrangement has been specified in the Project Agreement. This deposit serves several critical purposes:

It secures your place in our production schedule, as we allocate dedicated resources and team members to your project upon receipt of the deposit. It covers the initial research, discovery, and strategic planning phases that begin immediately upon project kickoff. It compensates for the opportunity cost of declining other potential projects during the period allocated to your engagement.

The deposit is non-refundable under all circumstances, including but not limited to project cancellation by the Client, changes in the Client's business direction, dissatisfaction with initial concepts, budget changes within the Client's organization, or any other reason for discontinuation of the project after work has commenced.

4. Refund Eligibility and Conditions

Refunds are evaluated on a case-by-case basis and are subject to the following conditions and limitations:

Before Work Commences: If you wish to cancel your project engagement before any work has begun (i.e., before the project kickoff meeting or before any research, conceptual, or design work has been initiated), you may request a refund of amounts paid above and beyond the non-refundable deposit. The deposit itself will not be refunded, as it covers scheduling and resource allocation commitments.

During Active Project Phases: Once work has commenced on your project, refunds for completed or in-progress work phases will not be issued. Creative work involves continuous intellectual investment, and each phase builds upon the previous one. However, if you wish to terminate the project during an active phase, you will only be responsible for payment of work completed up to the date of termination, and any overpayment beyond the value of completed work may be refunded at Vexoria Digital's discretion.

After Delivery of Final Deliverables: No refunds will be issued after the final deliverables have been delivered and accepted by the Client. Acceptance of deliverables is deemed to have occurred when the Client provides written approval, when the Client begins using the deliverables commercially, or when fourteen (14) calendar days have passed since delivery without the Client raising any objections or requesting revisions.

Dissatisfaction with Creative Direction: We understand that creative work is subjective, and we strive to align our output with your vision through a structured revision process. If you are dissatisfied with the creative direction of the project, we encourage you to utilize the revision rounds included in your Project Agreement to guide the work toward your desired outcome. Refunds will not be issued solely on the basis of subjective dissatisfaction with creative choices if the work was delivered in accordance with the agreed-upon brief and project scope.

5. Cancellation by the Client

The Client may cancel a project at any time by providing written notice to Vexoria Digital. Upon cancellation, the following terms apply:

Cancellation before project kickoff: The non-refundable deposit is retained by Vexoria Digital. Any additional amounts paid may be refunded.

Cancellation during the discovery/research phase: The non-refundable deposit is retained, and the Client will be billed for any additional time and resources expended during the discovery phase. No refund will be issued for the discovery work, as it represents completed intellectual labor.

Cancellation during the design/execution phase: The Client will be responsible for payment of all work completed up to the cancellation date, calculated based on the percentage of the total project scope that has been completed. The non-refundable deposit is applied toward this calculation. If the value of completed work exceeds the amounts already paid, the Client will be invoiced for the balance. If the amounts already paid exceed the value of completed work, the overpayment may be refunded or credited at Vexoria Digital's discretion.

Cancellation during the revision phase: If the project is in the revision phase, it is considered substantially complete. The Client will be responsible for full payment of the project, and no refund will be issued. Approved deliverables completed up to the cancellation date will be provided to the Client upon receipt of full payment.

6. Cancellation by Vexoria Digital

Vexoria Digital reserves the right to cancel a project under the following circumstances:

Non-payment or late payment by the Client after appropriate notice and a reasonable cure period. Material breach of the Terms of Service or Project Agreement by the Client. Client conduct that is abusive, threatening, or otherwise unreasonable toward Vexoria Digital's team members. Failure by the Client to provide necessary information, feedback, or approvals within a reasonable timeframe, resulting in the project being unable to progress for a period exceeding sixty (60) calendar days.

If Vexoria Digital cancels a project due to the Client's breach or misconduct, no refund will be issued, and the Client will be responsible for payment of all work completed up to the cancellation date. If Vexoria Digital cancels a project for reasons not attributable to the Client, a pro-rata refund will be issued for work not yet completed.

7. Revision Scope and Additional Charges

Each Project Agreement specifies the number of revision rounds included in the project fee. Revisions within the included rounds that are consistent with the original project scope do not incur additional charges. However, the following situations may result in additional charges that are not subject to refund:

Revision requests that exceed the number of rounds specified in the Project Agreement. Revisions that significantly alter the project scope, direction, or creative brief beyond what was originally agreed upon. Requests for additional deliverables not included in the original Project Agreement. Changes requested after the Client has provided formal approval of a design phase or deliverable.

All additional charges will be communicated to the Client in advance for approval before any additional work is undertaken. Once approved and completed, these charges are non-refundable.

8. Disputes and Resolution

We believe in resolving disputes amicably and in good faith. If you believe you are entitled to a refund or if you are dissatisfied with any aspect of our services, we encourage you to contact us directly to discuss your concerns. Our dispute resolution process is as follows:

Step 1 — Direct Communication: Contact us via email or phone to discuss your concerns. We will make every effort to understand your perspective and find a mutually acceptable resolution.

Step 2 — Formal Written Request: If direct communication does not resolve the issue, you may submit a formal written refund request that includes your name and contact information, the project name and reference number, a detailed description of the issue or reason for the refund request, the specific amount requested, and any supporting documentation.

Step 3 — Review and Response: Vexoria Digital will review your formal request and respond within fourteen (14) business days with our determination. Our review will consider the terms of the Project Agreement, the work completed, the nature of the issue, and the provisions of this Refund Policy.

Step 4 — Final Determination: If the matter remains unresolved after the formal review, either party may seek resolution through mediation or the legal channels specified in our Terms of Service.

9. Credits and Future Work

In certain circumstances, as an alternative to a monetary refund, Vexoria Digital may offer project credits that can be applied toward future services. Credits are offered at the sole discretion of Vexoria Digital and are subject to the following conditions:

Credits are non-transferable and may only be used by the Client to whom they were issued. Credits expire twelve (12) months from the date of issuance. Credits may not be combined with other discounts or promotional offers. Credits have no cash value and cannot be exchanged for money. Credits may only be applied toward services offered by Vexoria Digital at the time of redemption.

10. Force Majeure

Vexoria Digital shall not be liable for delays or inability to deliver services due to circumstances beyond its reasonable control, including but not limited to natural disasters, pandemics, government restrictions, internet or infrastructure failures, or other force majeure events. In such cases, project timelines will be extended by a period equal to the duration of the force majeure event, and no refunds will be issued solely on the basis of such delays.

11. Modifications to This Policy

Vexoria Digital reserves the right to modify or update this Refund Policy at any time. Changes will be effective upon posting to our website. The version of this Policy in effect at the time of your project engagement will apply to your specific project unless a newer version has been mutually agreed upon. We encourage you to review this Policy periodically for any updates.

12. Governing Law

This Refund Policy is governed by the laws of the State of Colorado, United States of America. Any disputes arising from or related to this Policy shall be resolved in accordance with the dispute resolution provisions set forth in our Terms of Service.

13. Contact Information

For questions, refund requests, or concerns regarding this Refund Policy, please contact us: