This Refund Policy explains how refund requests are handled for TellingCanvas services. Custom digital work is planned and delivered through time, strategy, design, development, testing, and project management, so refund eligibility depends on the stage and nature of the work. A signed agreement, proposal, or invoice may include project-specific refund terms that override this policy.
Service Deposits
Deposits, booking fees, discovery fees, consultation fees, and initial milestone payments are generally non-refundable once work has started, because they reserve production time and cover planning, research, communication, and setup.
Milestone Payments
Payments tied to completed or approved milestones are non-refundable. If a project is cancelled before a milestone is completed, we may issue a partial refund for unperformed work after deducting completed work, approved expenses, third-party costs, and administrative time.
Custom Digital Deliverables
Refunds are not available for delivered custom work that has been approved, launched, transferred, deployed, downloaded, or otherwise made available to the client, unless a separate written agreement says otherwise.
Third-Party Costs
Domain names, hosting, premium plugins, paid themes, stock assets, licenses, APIs, SaaS subscriptions, marketplace fees, payment processor fees, and other third-party costs are non-refundable once purchased or committed. Third-party providers may have their own refund policies.
Cancellation Before Work Starts
If you cancel before any work begins, you may request a refund. Approved refunds may exclude payment processing fees, administrative charges, and any committed third-party costs.
Quality Concerns
If you believe a deliverable does not match the agreed scope, contact us promptly with clear details. We will review the issue and may offer revisions, fixes, replacement work, credit, or a partial refund depending on the agreement and project status.
No Refunds for Delays Outside Our Control
Refunds are not provided for delays caused by missing client content, delayed feedback, unpaid invoices, third-party platform issues, hosting problems, force majeure events, or scope changes requested after work begins.
How to Request a Refund
To request a refund, email info@tellingcanvas.com with your name, project name, invoice number, payment date, and reason for the request. We review refund requests case by case and may ask for additional details.
Refund Timing
If a refund is approved, we will process it through the original payment method where practical. Bank, card, processor, and platform timelines may affect when funds appear in your account.
Chargebacks
Please contact us before opening a payment dispute. We are happy to review concerns and provide project records, delivery notes, or a proposed resolution where appropriate.
Changes to This Policy
We may update this Refund Policy from time to time. The updated version will be posted on this page with a new last updated date.