Refund Policy

At Diglora Lab, we are committed to delivering exceptional visual design work that meets and exceeds your project expectations. We take every engagement seriously and invest significant time, skill, and creative resources into each deliverable. This Refund Policy outlines the terms under which refunds, credits, or adjustments may be issued, and should be read in conjunction with our Terms of Service.

1. Nature of Digital Design Services

Diglora Lab provides professional digital design services. Because our work is inherently custom, creative, and time-intensive, refunds cannot be applied in the same manner as physical product returns. The time, expertise, software, and creative labor invested in your project begin immediately upon project commencement. This fundamental characteristic of design work is reflected throughout this policy.

Unlike purchasing a physical or off-the-shelf digital product, design services involve ongoing collaboration, iterative review, and real-time resource allocation. Once work has commenced, those resources cannot be reclaimed or transferred to another project. This is the basis upon which our refund terms are structured — fairly and transparently.

2. Deposits & Advance Payments

2.1 Non-Refundable Deposits

All deposits and advance payments required to initiate a project are non-refundable once work has commenced. This applies to all project sizes and service categories. The deposit serves to secure your project slot in our workflow, compensate for the initial discovery and brief review process, and cover preliminary creative research and concept development that begins before any visual work is presented.

2.2 Pre-Commencement Cancellation

If you choose to cancel a project before any work has commenced — meaning before any design work, creative research, or formal project communication beyond the initial inquiry has taken place — a full refund of the deposit may be issued at Diglora Lab's discretion. To request a pre-commencement cancellation refund, you must notify us in writing within 24 hours of payment and before any project materials or design direction have been exchanged. Cancellation requests submitted after this window will be treated as mid-project cancellations.

3. Mid-Project Cancellations

If you choose to cancel a project after work has commenced, the following terms apply:

3.1 Pro-Rated Billing for Work Completed

Diglora Lab will assess the percentage of the total project scope that has been completed up to the point of cancellation. This assessment is based on deliverables produced, time invested, and stage completion. You will be invoiced for the work completed at a pro-rated rate based on the total agreed project fee. Any deposit paid will be applied toward this balance.

• 0–25% project completion: Deposit retained; no additional charges unless deposit does not cover hours invested at our standard rate
• 26–50% project completion: 50% of total project fee is due; deposit applied to this amount
• 51–75% project completion: 75% of total project fee is due; deposit applied to this amount
• 76–100% project completion: Full project fee is due; no refund applicable

3.2 Delivery of Work-in-Progress

Upon final settlement of any outstanding balance, Diglora Lab will deliver the work completed up to the point of cancellation in a usable format. Diglora Lab makes no guarantee as to the completeness or commercial viability of partially completed deliverables.

4. Completed Project Deliverables

4.1 General Policy — No Refunds on Approved Deliverables

Once a deliverable has been reviewed, approved, and the final files have been transferred to the Client, no refunds will be issued. Approval is indicated by explicit written confirmation from the Client (email, message, or form submission), or by the Client's use, publication, or deployment of the delivered files. Client approval constitutes acceptance of the deliverable as meeting the agreed-upon scope and specifications.

4.2 Subjective Dissatisfaction

Design is an inherently subjective discipline. Dissatisfaction based on aesthetic preference — such as not liking the creative direction after it was approved, preferring a different style, or changing business direction — does not constitute grounds for a refund. We strongly encourage all clients to communicate design direction, preferences, and feedback clearly during the revision process. Our revision rounds exist precisely to allow for iterative refinement based on your input.

4.3 Change of Mind

A refund will not be issued because you have changed your mind about the project, service, or design direction after delivery. If you wish to pivot your brand direction, update the visual style, or restart a project, Diglora Lab would be happy to discuss a new project engagement at appropriate terms.

5. Eligible Refund Circumstances

Diglora Lab will issue a full or partial refund in the following specific circumstances:

5.1 Non-Delivery

If Diglora Lab fails to deliver agreed-upon work within the agreed timeframe, and this failure is solely attributable to Diglora Lab (not to client-side delays, incomplete brief materials, or force majeure events), you are entitled to a full refund of all payments made for the undelivered portion of the project. You must notify us in writing of the missed delivery and allow a reasonable cure period of no less than 5 business days before requesting a refund.

5.2 Technical Error in Deliverable

If a delivered file contains a demonstrable technical error — such as incorrect file format, corrupted files, missing components specifically included in the scope, or errors that make the file unusable for its stated purpose — Diglora Lab will correct the error at no additional charge, or issue a partial refund proportional to the affected portion of the deliverable if the error cannot be corrected. The Client must report technical errors within 10 business days of file delivery.

5.3 Significant Scope Departure

If the final deliverable demonstrably and materially departs from the agreed-upon project scope — not due to approved revisions or creative direction, but due to an error in scope execution by Diglora Lab — we will work with you in good faith to correct the issue through additional work. If correction is not feasible, a partial refund proportional to the undelivered scope may be issued at Diglora Lab's discretion.

6. Revision Policy & Refund Prevention

The best way to ensure satisfaction is to fully utilize your included revision rounds. We strongly encourage all clients to:

• Review all design concepts thoroughly before approving a direction
• Provide specific, detailed, and consolidated feedback during each revision round
• Communicate any concerns or direction changes as early as possible in the project timeline
• Ask questions if any aspect of the deliverable is unclear before approving
• Request additional revision rounds if needed — these can be arranged for an additional fee before the project is marked complete

Once you explicitly approve a deliverable, the project is considered complete. Approval after adequate revision is the mutual confirmation that the deliverable meets the agreed-upon requirements.

7. Refund Process

7.1 Requesting a Refund

To initiate a refund request, contact us at yourproject@digloralab.com with the subject line "Refund Request — [Your Project Name]." Your request must include: your full name and contact information; the project name and invoice number; the date of payment; a clear and detailed explanation of the basis for your refund request; and any supporting documentation (e.g., screenshots, file samples, written communication).

7.2 Review Period

Diglora Lab will review all refund requests within 10 business days of receipt. We may request additional information from you during this review period. We are committed to handling all refund requests fairly, transparently, and with respect for both parties' investment in the project.

7.3 Refund Method & Timing

Approved refunds will be issued via the original payment method within 5–10 business days of refund approval. Processing times may vary depending on your financial institution or payment platform. Diglora Lab is not responsible for delays caused by third-party payment processors.

8. Disputes & Chargebacks

We strongly encourage you to contact us directly before initiating a chargeback with your bank or payment processor. Most concerns can be resolved promptly through direct communication. Initiating a chargeback without first contacting Diglora Lab will be considered a material breach of our agreement. In the event of a fraudulent or unjustified chargeback, Diglora Lab reserves the right to contest the chargeback, pursue recovery of all fees including chargeback fees, and take appropriate legal action as permitted under applicable law. Clients who initiate unjustified chargebacks will be permanently banned from future engagements with Diglora Lab.

9. Force Majeure

Neither party shall be liable for delays or failures in performance resulting from circumstances beyond reasonable control, including but not limited to natural disasters, government actions, pandemics, power outages, internet infrastructure failures, or acts of war. In such cases, both parties will work in good faith to find a mutually acceptable resolution, which may include timeline extensions, scope adjustments, or partial credits — but not necessarily a full refund.

10. Policy Updates

Diglora Lab reserves the right to update this Refund Policy at any time. Changes will be effective upon posting to our website. Your continued engagement with our services following any modification constitutes acceptance of the revised policy. We encourage you to review this policy periodically and before initiating any new project engagement.