Fair terms, clear process.

All projects require a non-refundable deposit — typically 50% of the total project fee — to be paid before work begins. This deposit covers initial discovery, research, planning, and the reservation of our team's time and capacity for your project. The deposit is non-refundable regardless of when or why the project is cancelled after work has commenced.

If a client cancels a project before any work has begun — meaning before kick-off has occurred and no discovery, research, or design work has been performed — a full refund of the deposit may be issued at our discretion. To qualify, the cancellation request must be submitted in writing within 48 hours of payment and before any project communication beyond the initial confirmation has taken place. Refunds in this scenario are evaluated on a case-by-case basis.

If a client chooses to cancel a project after work has commenced, they are responsible for paying for all work completed up to the date of cancellation. The amount owed will be calculated as a pro-rated portion of the total project fee corresponding to the percentage of work completed, minus any deposit already paid. All completed deliverables will be transferred to the client upon receipt of this payment.

Once a project has been marked as complete, final files or code have been delivered, and the final invoice has been paid, no refunds will be issued. Final delivery occurs when the client has approved the deliverables in writing (or via email confirmation) or when the project has gone live. If issues arise after delivery, we address them through our post-launch support process rather than through refunds.

We are committed to delivering work that meets the agreed-upon scope and quality standards. If you are not satisfied with a deliverable, we encourage you to communicate your concerns so we can address them within the revision rounds included in your project. Dissatisfaction with creative direction alone does not constitute grounds for a refund if the work has been executed in accordance with the agreed scope and brief.

If you believe that delivered work does not match the scope defined in the project proposal, please notify us in writing within 7 days of delivery. We will review the concern against the original scope document and, if valid, correct the work at no additional charge. Disputes must reference specific line items in the agreed scope; general dissatisfaction does not qualify as a scope dispute.

Fees paid to third-party platforms, services, or tools on behalf of the client — such as Shopify plan fees, domain registrations, stock asset licenses, or premium plugin purchases — are non-refundable, as these are governed by the respective third-party's own refund policies. We will always seek client approval before incurring any third-party expenses. Clients are responsible for reviewing and accepting the terms of any third-party platforms used in their project.

For projects structured around milestones, each milestone payment covers the work completed during that phase. Once a milestone has been approved by the client and payment has been made, that phase is considered complete and its payment is non-refundable. If the client wishes to pause or cancel after a milestone, they are not obligated to continue but will not receive a refund for completed milestones.

If a project becomes inactive because the client has not provided required content, approvals, or feedback for a period exceeding 60 days, the project may be considered abandoned. In such cases, all payments made to date are non-refundable. If the client wishes to resume the project after an abandonment period, a re-scoping fee may apply to account for any changes in requirements or team availability.

In the unlikely event that Graphshore Studio must cancel a project due to unforeseen circumstances on our side, we will refund any portion of fees paid that correspond to work not yet completed. We will provide written notice as soon as possible and work with the client to ensure a smooth transition, including providing all completed work to date. We will not be liable for any additional damages arising from such cancellation.

For clients on a monthly retainer, unused hours in a given month do not roll over to the following month and are non-refundable. Retainers may be cancelled with 30 days written notice. Any work completed during the final notice period will be delivered to the client upon payment of the final retainer invoice.

Approved refunds will be processed using the same payment method used for the original transaction. Refunds are typically processed within 10 business days of approval. Processing times may vary depending on your bank or payment provider and are outside of our control. We will confirm the refund issuance to you via email.

All project fees are quoted and invoiced in US Dollars (USD). Any currency conversion costs, international transaction fees, or payment processing fees are the responsibility of the client and will not be refunded by Graphshore Studio. If a refund is issued in a different currency due to conversion, the refund amount will reflect the USD equivalent at the time of the refund transaction.

We encourage clients to contact us directly before initiating a chargeback with their bank or payment provider. Unauthorized chargebacks on work that has been legitimately performed will be disputed and may result in suspension of services. If a chargeback is found in our favor, the client agrees to reimburse us for any chargeback fees incurred, in addition to the original invoice amount.

In the event of a disagreement regarding refund eligibility, both parties agree to first attempt resolution through direct written communication. If a resolution cannot be reached within 30 days, the dispute will be subject to binding arbitration under the laws of the State of Colorado. We are committed to resolving disputes fairly and professionally and will always attempt good-faith communication first.

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. The policy in effect at the time your project proposal was signed governs your engagement. We encourage you to review this policy before beginning any new project with us.

If you have questions about this Refund Policy or wish to request a refund, please reach out to us using the contact details at the bottom of this page. We aim to respond to all refund-related inquiries within 3 business days. Please include your project name and invoice number in your message to help us assist you as quickly as possible.