Refund Policy

FlowState UX is committed to delivering exceptional design services and ensuring client satisfaction. This Refund Policy outlines circumstances under which refunds may be issued, the process for requesting refunds, and important limitations.

Because our services involve custom creative work tailored to your specific needs, our refund policy differs from traditional product-based policies. This policy balances fairness to both clients and our studio, recognizing the time, expertise, and resources invested in each project.

2.1 Initial Project Deposits

All initial deposits (typically 50% of total project cost) are non-refundable once work begins. This deposit compensates us for:

• Reserving dedicated time and resources in our project schedule
• Conducting initial discovery, planning, and strategy sessions
• Opportunity cost of declining other projects
• Administrative costs for project setup and onboarding
• Preliminary research and competitive analysis

2.2 Milestone Payments

Payments made for completed project milestones are non-refundable. Once you approve a deliverable, the associated payment is considered final.

2.3 Third-Party Expenses

Costs incurred for third-party services are non-refundable, including:

• Software licenses (fonts, stock images, design tools)
• User research costs (participant recruitment, tools)
• Contractor fees (illustrators, copywriters, specialists)
• Hosting, domain registration, or platform fees

3.1 Pre-Work Cancellation

If you cancel within 48 hours of signing the Statement of Work and before any work has started, we may refund up to 50% of the initial deposit at our discretion.

3.2 Service Failure

If we fail to deliver agreed-upon services due to our negligence (not due to client delays or scope changes), you may be eligible for a partial refund.

To qualify, you must have:

• Provided all necessary materials within agreed timeframes
• Made all payments on time
• Responded promptly to communications
• Not requested significant scope changes

3.3 Material Breach

If we commit a material breach of the Statement of Work that substantially undermines the value of services, you may be entitled to a partial refund after providing 30 days' notice to cure.

3.4 Duplicate Billing

Clear billing errors or duplicate charges will be refunded promptly within 10 business days of notification.

4.1 Submitting a Request

To request a refund, send a written request to support@flowstate-ux.com including:

1. Full name and company information
2. Project name and SOW reference number
3. Detailed explanation of refund basis
4. Specific amount requested
5. Supporting documentation

4.2 Review Timeline

• Acknowledgment within 3 business days
• Full response within 15 business days
• Review of project documentation and communications
• Written decision with detailed reasoning

4.3 Partial Refunds

We may approve partial refunds when appropriate, calculated based on:

• Percentage of work completed
• Value of deliverables provided
• Time and resources invested
• Non-recoverable costs incurred

5.1 Processing Timeline

Approved refunds are processed within 30 business days. Actual receipt time varies by payment method:

• Credit Card: 5-10 business days
• ACH/Bank Transfer: 3-7 business days
• Wire Transfer: 7-14 business days (international)

5.2 Deductions

Refunds may be reduced by:

• Non-recoverable transaction fees (typically 3-5%)
• Wire transfer fees for international refunds
• Administrative processing fees (up to $50)

5.3 Return of Deliverables

If a refund is issued, we reserve the right to:

• Request return or deletion of all design files
• Revoke licenses granted for our work
• Require cessation of use of all materials created
• Remove projects from our portfolio

6.1 Chargeback Policy

6.2 Dispute Resolution

Before initiating a chargeback, we strongly encourage:

• Direct contact to discuss concerns
• Following the refund request process outlined above
• Good faith negotiation for mutual resolution
• Mediation or arbitration as outlined in Terms of Service

6.3 Chargeback Response

If a chargeback is filed, we will:

• Provide evidence of services rendered to your financial institution
• Submit signed agreements showing acceptance of this policy
• Vigorously contest unjustified chargebacks

6.4 Fees and Recovery

If a chargeback is reversed in our favor, you will be responsible for the original amount owed plus chargeback fees ($25-$100), administrative costs, and legal fees if necessary.