Refund Policy

We make art by hand, one commission at a time, and we want you to love the result. This page explains exactly when a refund applies, when it doesn't, and how to request one. Written in plain English. If anything feels unfair, email us — we'll talk it through.

1. Deposit policy

Every commission begins with a 25% non-binding deposit. The deposit holds your slot in the month's schedule and reserves our time. It is:

• Fully refundable any time before the first sketch is delivered.
• Non-refundable once the first sketch is delivered — it covers our sketch labor.

2. The revision process

Two rounds of revisions are baked into every commission — one at the sketch stage and one at the color/paint stage. Most pieces nail it well within that budget. If we're mid-revision and the direction has gone sideways, pause and email us. We'd rather have an honest conversation than a frustrated client.

3. Refund eligibility

3.1 Full refund

• Any time before the first sketch is sent.
• If we're unable to start your commission within the quoted timeline due to studio reasons.
• If we cancel the project for any reason on our end.

3.2 Partial refund (balance only)

• After the first sketch but before final delivery, the deposit is retained but the remaining balance is refunded if you choose to cancel.
• If at the final delivery stage the piece is genuinely not what you wanted — and the two included revisions have not resolved it — we will refund the balance above the 25% deposit.

3.3 Not eligible for refund

• The completed and approved piece (where final files have been delivered).
• Cancellation after the 2 included revisions, where the revisions are within the original brief.
• Delays caused by the client (slow approvals, unresponsiveness over 14 days, scope changes).

4. How to request a refund

Email hello@designvortex.co with:

• Your name and commission reference (e.g. DV-2026-0518-1234).
• A short note describing why you'd like to cancel.

We will acknowledge within 48 hours and process eligible refunds within 7 business days via the original payment method.

5. Disputes

If you're dissatisfied with our refund decision, please reply to our refund email and explain — most disputes resolve in a single back-and-forth. If we can't reach agreement, the matter is governed by the dispute clause in our Terms of Service.

We've had to invoke this policy formally twice in 500+ commissions over four years. We mention it not because it happens often, but because clear rules make for honest conversations.

6. Chargebacks

If you have a concern about a commission, please contact us first. Chargebacks filed without prior contact may result in our refusal to work with the same client again, and we will dispute them with documentation of work delivered.

7. Changes

We may update this policy. The version in effect when you book is the one that governs your commission.

Questions? hello@designvortex.co.