How deposits, cancellations, project pauses, completed work, third-party costs, and refund requests are handled.
Last updated: 30 June 2026
Because our work is service-based and custom to each client, refunds are handled according to the project stage, work completed, time already allocated, third-party costs, and the terms agreed in the quotation, invoice, proposal, or written project agreement.
Creative services involve planning, research, consultation, design thinking, production time, revisions, communication, and reserved schedule capacity. For that reason, refunds are not assessed in the same way as returns for physical products. Each request is reviewed based on the actual work completed and the commitments already made for the project.
Where a project agreement, quotation, invoice, or written contract includes specific refund or cancellation terms, those project-specific terms will apply before this general policy.
Deposits secure project time, planning, research, administration, consultation, and early creative work. Once work has started, deposits are generally non-refundable because time has already been reserved and work may already have been completed behind the scenes.
If a project has not started and no project time, planning, purchasing, consultation, or administration has been carried out, a refund request may be reviewed on a case-by-case basis. Any bank charges, payment processing costs, or administrative costs may be deducted where applicable.
If a client cancels a project after work has started, any possible refund will be calculated after deducting completed work, planning time, meetings, communication, research, design or development time, purchased assets, third-party fees, and administrative costs.
If the value of work already completed is equal to or greater than the amount paid, no refund will be due. If the amount paid is less than the value of completed work or committed costs, the client may still be responsible for the outstanding balance.
Payments for completed, delivered, approved, or partially approved work are not refundable. This includes design concepts, drafts, layouts, brand directions, strategy work, copy layouts, development work, website pages, reports, print artwork, campaigns, consultation sessions, and project management time already provided.
Approval may be given in writing, by email, by message, during a meeting, through a project system, or by requesting final export, print release, launch, publication, or delivery based on the presented work.
Creative projects usually include reasonable revision rounds according to the agreed scope. A request for changes, a difference in preference, or dissatisfaction with a direction does not automatically qualify for a refund. We will first work to resolve concerns through revisions, clarification, or agreed scope adjustment.
Requests outside the approved scope, changes to the original brief, new decision makers, late content changes, or a change in business direction may require additional billing rather than a refund.
Fees paid or committed to third parties are non-refundable once purchased, booked, ordered, activated, or committed. This may include hosting, domains, email accounts, paid fonts, stock assets, plugins, software subscriptions, printing, advertising spend, courier costs, outsourced production, photography, or specialist contractors.
Where possible, we will tell clients about third-party costs before they are incurred. Some third-party providers may have their own cancellation or refund rules, and those rules will apply separately.
If a project is delayed because feedback, content, approvals, access, payment, or required information is not supplied, the project may be paused and rescheduled. Delays caused by missing client input do not qualify for a refund.
If a project remains inactive for an extended period because the client does not respond or provide required information, Edwin H Graphics may close or archive the project. Restarting an archived project may require a revised timeline, updated quote, or reactivation fee depending on the work required.
Refund requests must be sent to [email protected] with the project name, invoice details, payment date, reason for the request, and any supporting information. This gives us enough context to review the request properly and compare it against the agreed scope and work completed.
If a refund is approved, the refund amount, method, and timing will be confirmed in writing. Approved refunds are normally returned through the original payment method where possible, subject to bank, payment processor, or administrative requirements.
