Refund policy

Design is bespoke work produced specifically for you, so it cannot be returned or resold. This policy sets out exactly where we stand at each stage of a project.

Before work begins

If you cancel after paying an advance but before we have started, you receive a full refund. Tell us in writing and we will process it within seven working days.

During research and discovery

If you cancel after we have begun but before concepts are presented, we refund the advance less the work already completed, itemised honestly against hours spent on discovery, competitor audit and briefing.

After concepts are presented

The advance becomes non-refundable once we have presented concept directions. The creative work has been delivered at that point, and it is the part that takes the most time and judgement.

If none of the directions land, we would much rather fix that than have you walk away. Our standard response is a further round of three directions at a reduced fee, informed by your feedback on the first set. This is very rarely needed, because the audit and brief stages exist specifically to prevent it.

After final delivery

Once final files are delivered and ownership has transferred, the engagement is complete and fees are non-refundable. If you find a genuine error in our work — a wrong colour value, a misspelled name, an incorrect dieline — we will correct it at no charge, whenever you discover it.

Retainers

Monthly retainers can be cancelled with thirty days’ written notice. The current month is not refunded, and we will complete all work already in progress within that period. Unused capacity does not carry forward.

If we cancel

We occasionally end an engagement — most often when a brief changes into work we cannot do well, or when a working relationship is not functioning. In that situation you receive a full refund of any amount paid for work not yet delivered, and you keep everything we have produced to that point.

Things we do not refund for

• A change of mind after approving a direction — that is a new scope, and we will quote it
• Delays caused by feedback or content not arriving from your side
• Commercial results, which design influences but does not determine
• Third-party costs already incurred on your behalf, such as font licences or printing

How to request a refund

Write to contactus@vkomaktechnologies.com with your project reference and the reason. We respond within five working days, and approved refunds are returned by the original payment method within fourteen days.

If you disagree with our decision

Tell us. We will look at it again, and if we got it wrong we will say so. We would rather resolve a dispute directly than have either side pursue it formally.