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Refund & Return Policy

We design and build things, so there is no parcel to send back — but we do take cancellation and refunds seriously. Here is exactly how it works, stage by stage.

  • Effective: 14 October 2026
  • Last updated: 14 October 2026
  • Version 1.0
  • Applies to: design & development services

Plain-English summary: cancel before we start and your deposit is refunded in full minus third-party costs. Cancel mid-project and you pay only for the stages already completed, at their agreed value. Once final files or a live website have been delivered and approved, the work is non-refundable. Printed goods follow the physical returns rules in section 8.

Contents

1. Scope of this policy

This policy applies to services purchased from Crestova Tech (“we”, “us”) by a business or individual (“you”, “the Client”), including brand identity and strategy, logo design, website design and development, UI/UX design, packaging and print design, social media creatives, motion design and SEO support.

It forms part of our Terms & Conditions. Where a signed proposal, statement of work or master services agreement states different cancellation or refund terms, that document takes precedence.

“Returns” explained: design services are digital and bespoke, so there is no physical product to return. Instead, this policy covers cancellation and refunds for services, plus the return process for any printed or physical goods we arrange on your behalf.

2. Free consultation & proposals

Discovery calls, written proposals and quotes are provided free of charge and create no obligation on either side. No invoice is raised until you accept a proposal in writing.

3. Deposits

  • Projects begin with a deposit — normally 50% of the total project fee — which reserves studio time and covers the initial research and design phase.
  • You receive a written confirmation of the deposit amount, the scope it covers and the balance due before handover.
  • Deposits are fully refundable only in the circumstances described in section 4.1.

4. Cancelling a project

4.1 Cancellation by you before work starts

If you cancel in writing before we have begun any work, your deposit is refunded in full, less any third-party costs we have already paid on your behalf (for example a domain, licence or premium font purchase) that cannot be cancelled or transferred.

4.2 Cancellation by you after work starts

You may cancel at any time with written notice. You will be invoiced for the work completed up to the date of cancellation, valued according to the stage table in section 5. If the value of completed work is less than the deposit you have already paid, the difference is refunded to you within 14 days. If it is more, we will issue a final invoice for the difference, payable within 7 days.

4.3 Cancellation by us

We may cancel an engagement with 14 days' written notice, in which case you receive a refund of any fees paid for work not yet performed. We may cancel immediately, without refund of completed-stage work, if a request is unlawful, if you become abusive towards our team, or if an invoice remains unpaid more than 14 days after its due date.

4.4 Paused projects

If a project is placed on hold at your request for more than 30 days, we may treat it as cancelled at the current stage and issue a closing invoice for work completed. Any remaining deposit balance is then refunded or credited, as applicable.

5. Refund stages & percentages

The table below is the default split for a fixed-scope project. Your proposal may set out a different structure for your specific engagement.

Stage Work typically completed Amount retained
Before kick-off Nothing started 0% — full refund minus third-party costs
Discovery & research Brief, audits, moodboards, direction notes 25% of project fee (or hours worked, if higher)
Concept design Initial design directions presented 50% of project fee
Refinement Chosen direction refined, revisions in progress 75% of project fee
Final delivery Final files issued, site deployed, or artwork sent to print 100% — non-refundable

Where actual hours worked on a stage exceed the percentages above, we reserve the right to invoice on a time-and-materials basis at the rate stated in your proposal. We will always show you the breakdown before issuing the invoice.

6. What is never refundable

  • Final approved deliverables, source files or a deployed website, once handed over
  • Third-party purchases already made: domains, hosting plans, software licences, premium fonts, stock imagery, printing, courier fees and advertising spend
  • Rush fees paid to prioritise your project over other scheduled work
  • Completed add-on services (for example a delivered SEO audit or a photo retouching batch)
  • Custom photography, illustration or video shoots once the shoot has taken place
  • Any work delivered and then rejected for subjective taste reasons after the included revision rounds have been used (see section 7)

7. If you are not happy with the design

Creative work is subjective, so we build in a clear path to resolution rather than arguing over taste:

  1. Revision rounds. Every project includes the revision rounds stated in your proposal (typically two rounds on the chosen concept). Use them — that is what they are for.
  2. Fresh direction. If none of the presented directions work for you, tell us in writing within 5 Business Days. We will run a new creative round on a revised brief at no additional cost, once per project.
  3. Mutual exit. If after that second creative round you still feel we are not the right fit, we will close the project at the current stage, refund any amount paid above the stage value in section 5, and transfer the working files you have approved to date.

Requests must be made in writing to info@crestovatech.com with a short explanation of what is not working. Feedback of the form “I just do not like it” cannot be actioned, but “the tone feels too corporate for our audience” always can.

8. Printed & physical goods

When we manage print or merchandise production on your behalf, the following applies:

  • Faulty, damaged or misprinted items: report them within 14 days of delivery with photographs. We will arrange a reprint or a refund of the affected items at no cost to you.
  • Correctly produced items: bespoke printed goods are made to your approved artwork and specification, so they cannot be returned for a change of mind or because quantities were over-ordered.
  • Approval: once you approve a print proof or press-ready PDF, production proceeds on that artwork. Errors that exist in the approved proof are not covered by this section.
  • Return shipping: for genuine production faults, we cover return shipping or arrange collection with the printer.

9. Retainers & care plans

  • Retainers are billed monthly in advance and may be cancelled with 30 days' written notice.
  • Unused hours in a month do not roll over and are not refundable, unless your agreement states otherwise.
  • If you cancel mid-month, the current month is not pro-rated; your retainer simply ends at the close of the notice period.
  • Setup or onboarding fees, where charged, are non-refundable once onboarding work has begun.

10. How to request a refund

  1. E-mail info@crestovatech.com from the address on your invoice, with the subject line “Refund request”.
  2. Include your project name, invoice number and the reason for the request.
  3. We will acknowledge your request within 2 Business Days.
  4. We will review the stage completed and reply with a written decision and calculation within 7 Business Days.
  5. Approved refunds are issued to the original payment method within 5–10 Business Days of approval. Bank or processor timelines may add a few days on top.

Refunds are issued in US dollars. We are not responsible for exchange-rate differences or fees charged by your bank or payment provider.

11. Chargebacks & payment disputes

Please talk to us before filing a chargeback — most concerns are resolved in a single e-mail. Filing a chargeback for work that has been delivered under an agreed scope may result in: (a) the engagement ending immediately, (b) withheld deliverables until the dispute is resolved, and (c) recovery of reasonable costs incurred in responding to the dispute, where permitted by law. Nothing in this section removes any right you have under your card network's rules or applicable consumer protection law.

12. Your statutory rights

Nothing in this policy limits rights you cannot waive by agreement. Consumers in the European Union, the United Kingdom, Australia and certain US states may have statutory cancellation or “cooling-off” rights. Where the law gives you a stronger right than this policy, the law wins — contact us and we will apply it.

Because our services are bespoke and begin immediately at your request, statutory cancellation rights for distance contracts may not apply once performance has started with your express consent. We will always tell you when that is the case.

13. Contact us

  • Email: info@crestovatech.com
  • Phone: +1 (972) 975-6498
  • Post: Crestova Tech, 5900 Balcones Drive, Suite 100, Austin, TX 78731, United States
  • Business hours: Monday – Friday, 9:00 AM – 6:00 PM (CST)