Cancellation & Refund Policy

Projects are quoted in a written proposal and, unless agreed otherwise, paid in stages tied to the work rather than in a single upfront sum.

• Deposit. A deposit, typically half of the project fee, is due before work begins and secures the studio time.
• Milestones. Larger projects may include a mid-point payment tied to an agreed stage.
• Final balance. The remaining balance is due on completion, before final files are released.

Consultation sessions and small fixed-fee pieces may be payable in full in advance. The proposal states the schedule that applies to your project.

The deposit reserves a place in the studio schedule and funds the opening phases of the work: discovery, direction and the first design exploration. Because that time is committed and spent as soon as a project starts, the deposit is non-refundable once work has begun.

Before any work begins, a deposit can be refunded in full. The non-refundable position applies only once discovery or design work has actually started.

You may cancel an engagement at any time by telling us in writing. What applies depends on how far the work has progressed.

• Before work begins. Any deposit paid is refunded in full.
• During the work. The deposit is retained, and any work completed beyond the value of the deposit is invoiced up to the point of cancellation.
• After delivery. The full fee is due, as the work has been delivered.

On cancellation we hand over the work completed to that point in its current state. Rights in the work transfer only once the amounts due for it have been paid, as set out in the Intellectual Property and Licensing Policy.

In the rare case that we have to end an engagement, for example if a project falls outside what we can properly deliver, we tell you promptly and hand over any completed work.

Where we cancel through no fault of yours, you pay only for work completed to that point, and any amount paid beyond that value is refunded. We do not retain a deposit for work we did not carry out.

A project can be paused by agreement, for instance if your priorities shift. We hold the work and the schedule for up to sixty days.

Beyond sixty days a paused project may need re-quoting to reflect current availability, and any milestone amounts already due at the point of the pause remain payable. Restarting within the sixty days simply resumes from where we left off.

Each engagement includes a defined number of revision rounds, stated in the proposal, so expectations are clear from the start. We work collaboratively through those rounds to reach a result you are happy with.

Dissatisfaction with a subjective design direction, after the included revisions have been used, is not grounds for a refund, since the work and the studio's time have been delivered. Additional revision rounds can be purchased if you want to keep refining.

Final, production-ready files and any source files are released once the final balance is paid. Working previews shared during the project are for review and are not the final deliverable.

Withholding final payment does not entitle you to use draft or watermarked previews as though they were the delivered work. Full usage rights arrive with full payment.

Where a refund is due, it is issued to the original payment method within ten business days of the amount being agreed. We cannot refund to a different account or in cash, and how quickly the amount appears then depends on your bank or card issuer.

Invoices are due by the date stated on them. Where an invoice is overdue, we may pause work until it is settled, and the project timeline moves accordingly. We will always tell you before pausing work for this reason.

We may update this policy as the studio's practice develops. The date at the top of the page records when the current version took effect, and the version in force when your proposal is accepted governs your engagement.