Refund Policy

This policy applies to professional design services purchased from Interface Atelier and supplements the Terms of Service and the applicable statement of work ("SOW"). Where the SOW addresses refunds explicitly, the SOW prevails.

Engagements begin on receipt of a deposit of [Deposit Percentage] of the total fee. The deposit reserves studio capacity and is refundable in full if written cancellation is received more than [Cancellation Window, e.g. 10 business days] before the scheduled start date. After that point the deposit is non-refundable, because the reserved capacity cannot be resold at short notice.

If an engagement is cancelled after it has started, we invoice for work completed and for non-cancellable third-party commitments up to the cancellation date, calculated at the hourly rate stated in the SOW. Any prepaid amount exceeding that sum is refunded within [Refund Processing Period, e.g. 15 business days].

Milestone payments become non-refundable once the associated deliverable has been submitted for review, whether or not the client proceeds to the next phase. Revision rounds included in the SOW remain available for [Revision Window] after submission.

If a deliverable materially fails the acceptance criteria in the SOW, the client shall notify us in writing within [Acceptance Period, e.g. 7 days] with specific reasons. Our first remedy is to correct the deliverable at no charge. Where correction is not possible within [Correction Period], a pro-rata refund of the affected milestone is issued.

Discovery workshops already delivered, third-party licences purchased on the client's behalf (fonts, stock imagery, research panels, testing tools), and completed and accepted milestones are non-refundable.

Monthly retainers may be cancelled with [Retainer Notice Period] written notice. Unused hours within a paid month do not roll over and are not refundable unless the SOW states otherwise.

Email support@valocraft.shop with the invoice number, engagement name and the reason for the request. We acknowledge within [Acknowledgement Period, e.g. 3 business days] and issue an eligible refund to the original payment method within [Refund Processing Period]. Bank or processor fees may be deducted where permitted by the law of [Jurisdiction].

Nothing in this policy limits mandatory consumer or commercial rights under the law of [Jurisdiction]. Disputes not resolved within [Negotiation Period] are handled as set out in the Terms of Service, before the courts of [Venue].