Refund Policy
At BrandingX, we believe transparent and fair refund terms are part of how we earn trust. This Refund Policy explains how cancellations and refunds are handled across our branding engagements.
1. Our Commitment
We commit to producing work that meets the agreed scope and quality standards. If you have concerns at any point, please raise them with us first — we'd much rather resolve issues directly than have an engagement end with a refund request.
2. Cancellation Tiers
Refund eligibility depends on the stage of your engagement at the time of cancellation:
Stage 1: Before Work Begins
If you cancel after signing the proposal but before any work has commenced:
- Full 100% refund of your deposit
- Refund processed within 5 business days
- No questions asked
Stage 2: After Discovery / Strategy Begins
If you cancel after the discovery phase has begun but before concept/design delivery:
- 50% refund of your deposit
- Discovery and strategy work delivered to you (if completed)
- Refund processed within 5 business days
Stage 3: After Concept Delivery
If you cancel after concept work has been delivered for review:
- Pro-rated refund based on completed milestones
- You receive all work completed to date (concepts, strategy docs, etc.)
- Source files and rights remain with us until full payment
- Refund processed within 10 business days
Stage 4: After Final Approved Delivery
If you cancel after final deliverables have been approved and delivered:
- No refund — work has been completed and rights transferred
- Outstanding balance (if any) is still due
3. Quality Concerns
If you are unhappy with the direction of our work, we strongly encourage you to raise concerns during the revision rounds rather than cancelling. Each engagement includes:
- Defined revision rounds (per package)
- Direct senior designer/strategist communication
- "Reset" right — if the first round of concepts misses the mark significantly, we'll do another round at no extra cost
4. Late or Incomplete Payment Cancellations
If an engagement is cancelled by us due to non-payment of agreed installments after 30+ days:
- No refund of paid amounts
- Work completed to date remains our property
- You may resume the engagement upon full payment of arrears (subject to availability)
5. Mutual Termination
If both parties mutually agree the engagement is not the right fit, we will work in good faith to:
- Determine pro-rated refund based on completed work
- Hand over completed work appropriately
- Process refund within 10 business days
6. Refund Method
Refunds are processed back to the original payment method (credit card, bank transfer, or other). Currency conversion losses, payment processor fees, or wire transfer fees may be deducted from the refund. We do not issue cash refunds.
7. Exclusions
The following are not refundable:
- Third-party costs already incurred (stock photography, fonts, premium tools, printing)
- Trademark filing fees, domain registration fees, or hosting paid to third parties
- Custom asset fees agreed separately (e.g., custom photography shoots)
- Rush or expedited delivery fees once expedited work has begun
8. Disputes
If you disagree with a refund decision, please contact us at hi@brandingx.co. We will work in good faith to resolve the issue. If unresolved, dispute resolution follows the process outlined in our Terms & Conditions.
9. Consumer Rights
This policy does not affect any statutory consumer rights you may have under applicable law in your jurisdiction (e.g., distance-selling regulations in the EU/UK, Magnuson-Moss Warranty Act in the US).
10. Changes to This Policy
We may update this Refund Policy from time to time. The updated version applies to engagements signed after the update. Existing engagements are governed by the policy in effect at the time of signing.
11. Contact
For refund requests or questions, contact us at hi@brandingx.co. Include your invoice number, engagement details, and reason for the refund request. We respond within 2 business days.