Refund & Cancellation Policy

Last updated: 5 November 2026 · applies to all projects quoted from this site

We sell time and made-to-order creative work. That shapes what can be refunded: until work starts, money is easily returned; once hours are spent on your project, part of the fee has already been consumed. This policy sets out exactly where the line sits so there is no argument later.

1. Before work starts — full refund

Cancel in writing before we begin the first deliverable and you receive 100% of the advance back. Work begins on the next working day after the advance clears unless a later start date was agreed in the quote.

2. After work starts — the advance is retained

Once first-draft work has begun, the 50% advance is not refundable. It covers the discovery, concepting and production already done, and the slot reserved in the studio calendar. If you cancel mid-project:

• You keep everything completed and delivered up to that point.
• No further instalment is charged for work not yet started.
• If the second instalment was already paid, we refund the portion that maps to undelivered scope, calculated from the line items in the quote.

3. Monthly retainers

• The month is billed in advance and locked when the calendar is issued.
• Cancel with 15 days' written notice to stop the following month. No refund on the month already running.
• If a month delivers less than the agreed volume through our fault, the missing items roll into the next month — or are refunded pro rata if you are leaving.

4. When a deliverable is wrong

If the work does not match the approved brief, tell us within 7 days of delivery. We fix it at no cost. This covers:

• Wrong file size, format, colour profile or crop that the brief specified.
• Missing items listed in the quote.
• Text errors that were correct in the approved copy.

It does not cover a change of mind, a new direction, or taste (“I do not like the font”) — those are revision rounds, and two are included in every project.

5. Work we cannot complete

If we cannot deliver for reasons inside our control — the studio closes, a key person leaves, the agreed deadline is missed without your change requests causing it — you may cancel and receive a refund for the undelivered portion in full.

6. What is never refundable

• Ad spend paid to Meta, Google, Amazon or any platform. That money leaves the studio the moment a campaign launches.
• Third-party licences — fonts, stock, themes, plugins, app subscriptions bought in your name.
• Platform fees — Shopify, domain, hosting, marketplace commissions.
• Rush fees once the expedited work has been scheduled.
• Work already approved in writing and handed over in final format.

7. Late or failed delivery on our side

If we miss an agreed deadline by more than 7 working days, and the delay is not caused by pending input from you, you may cancel the remaining scope for a full refund of undelivered work. Delay caused by waiting on assets, approvals or account access pauses the clock — the new date is agreed in writing.

8. How to request a refund

1. Email hello@priyorafoundry.com with the invoice number and what went wrong.
2. We reply within 3 working days with a decision or a request for the missing detail.
3. Approved refunds are returned by the original payment method within 7–10 working days. Bank and processor timelines may add a few days.
4. GST already remitted on an invoice is refunded only where the tax authority allows a credit note.

9. Chargebacks

Please talk to us before raising a chargeback with your bank. A chargeback freezes the amount and takes weeks to resolve. Where a project was delivered as agreed, we contest chargebacks with the signed quote, the approval emails and the delivered files.

10. Free trials and sample work

Speculative samples, watermarked previews and demo reels are given free of charge. They carry no licence until the project is paid for, and no refund obligation arises from them.