1. Overview
At Kireva, we are deeply committed to delivering exceptional design work and an outstanding client experience. We invest significant time, expertise, and creative resources into every project we undertake. This Refund Policy explains the conditions under which refunds may be issued, the process for requesting a refund, and our approach to resolving payment-related disputes.
Because design services involve the investment of time, creative labor, and proprietary expertise that cannot be recovered once rendered, our refund policy differs from typical product-based businesses. We encourage all prospective clients to thoroughly review this policy and our Terms of Service before committing to a project.
By engaging our services and making payment, you agree to this Refund Policy in its entirety.
2. Non-Refundable Deposit
All projects require a fifty percent (50%) non-refundable deposit prior to the commencement of any design work. This deposit is strictly non-refundable under all circumstances, including but not limited to:
- The Client changing their mind about proceeding with the project after work has begun.
- The Client being dissatisfied with initial concept directions before revisions have been applied.
- Changes in the Client's business circumstances, budget, or priorities.
- The Client failing to provide required materials or feedback, resulting in project suspension.
The non-refundable nature of the deposit reflects the significant pre-production work undertaken by Kireva, including project planning, discovery, research, and the commencement of creative development. By paying the deposit, the Client acknowledges and accepts these terms without reservation.
3. Project Cancellation by Client
If the Client chooses to cancel a project at any point after the deposit has been paid, the following terms apply:
- Cancellation Before Work Begins: If the Client cancels after the deposit has been received but before any substantive design work has commenced (typically within 24 hours of deposit payment), Kireva may, at its sole discretion, consider a partial credit toward a future project. The deposit itself remains non-refundable.
- Cancellation During Active Work: If the Client cancels after work has begun, the Client is responsible for payment of all work completed up to the date of written cancellation notice. If the value of work completed exceeds the deposit paid, an invoice for the outstanding balance will be issued and must be paid prior to delivery of any completed materials.
- Cancellation After Concept Presentation: If the Client cancels after initial concepts have been presented, a minimum of seventy-five percent (75%) of the total project fee is due, as significant creative investment has been made at this stage.
All cancellation notices must be submitted in writing via email to hello@kirevadesign.com. Verbal cancellation will not be accepted as official notice.
4. Project Cancellation by Kireva
In the event that Kireva terminates a project engagement due to the Client's breach of the Terms of Service, non-payment, abusive conduct, or other violations, no refund will be issued for work already completed. The Client will remain liable for payment of all work completed up to the termination date.
In the rare event that Kireva initiates a termination for reasons solely attributable to Kireva (such as inability to continue due to extraordinary circumstances not caused by the Client), Kireva will provide a pro-rated refund for any portion of pre-paid fees that correspond to work not yet completed. This refund will be calculated in good faith based on the proportion of work remaining.
5. Revision & Satisfaction Policy
Kireva is committed to client satisfaction and does not consider a project complete until the Client has had the opportunity to utilize all included revision rounds outlined in the project proposal. We strongly encourage clients to engage fully with the revision process rather than seeking a refund.
If a Client is dissatisfied with the work at any stage, we ask that they:
- Communicate their specific concerns clearly and in writing as early as possible.
- Allow Kireva the opportunity to address those concerns within the revision structure.
- Engage in good-faith dialogue to find a resolution that works for both parties.
Refunds will not be granted on the basis of subjective preference alone — meaning that dissatisfaction with a personal aesthetic preference that was not clearly communicated in the project brief does not constitute grounds for a refund. Our commitment is to deliver work that meets the objectives and specifications agreed upon in the project brief.
6. Completed Projects
Once a project has been marked as complete — meaning the Client has provided written final approval and final deliverable files have been transferred — no refunds will be issued. Final approval is a binding confirmation that the Client is satisfied with the deliverables as provided.
Clients are strongly advised to review all deliverables thoroughly before providing final approval. Any concerns should be raised prior to granting final approval, as this action constitutes acceptance of the deliverables in their current form.
7. Hourly & Consulting Services
Brand Strategy & Consulting services are billed on an hourly basis at $150 per hour. All time that has been worked and billed is non-refundable. If a Client wishes to discontinue consulting services, they may do so at any time by providing written notice, and no further time will be billed after that notice is received.
Estimated hours provided at the start of an engagement are good-faith projections and are not binding. Clients will be notified if actual hours are expected to significantly exceed the estimate, and no additional hours beyond the estimate will be worked without Client approval.
8. Chargebacks & Disputes
We strongly encourage clients to contact us directly to resolve any billing concerns before initiating a chargeback with their bank or payment provider. Most concerns can be resolved quickly through open communication.
Filing a chargeback without first attempting resolution with Kireva is considered a breach of these terms. In the event of a chargeback, Kireva reserves the right to:
- Submit documented evidence of services rendered to the payment processor to contest the chargeback.
- Immediately revoke all licenses to delivered work and require the Client to cease use of all deliverables.
- Pursue recovery of outstanding amounts through other legal means, including but not limited to collections and small claims proceedings.
- Decline to work with the Client on any future projects.
9. Exceptional Circumstances
We recognize that unforeseen circumstances can arise. Kireva will consider refund requests on a case-by-case basis in genuinely exceptional situations, such as:
- A documented medical emergency or serious personal crisis affecting the Client's ability to proceed.
- A documented business closure or insolvency of the Client's company prior to project completion.
- Demonstrable failure by Kireva to deliver agreed-upon work without justifiable cause.
Exceptional circumstance refund requests must be submitted in writing with supporting documentation. Kireva's decision on such requests is final and made in good faith. Approval of such requests is at Kireva's sole discretion and does not set a precedent for future requests.
10. How to Request a Refund
To submit a refund request, please contact us via email at hello@kirevadesign.com with the subject line "Refund Request — [Your Name / Project Name]." Your request should include:
- Your full name and the name of your business or project.
- The date of your original payment and the amount paid.
- A clear description of the reason for your refund request.
- Any supporting documentation relevant to your request.
- Your preferred resolution (full refund, partial refund, or project credit).
We will acknowledge receipt of your request within two (2) business days and provide a formal response within seven (7) business days of receiving all necessary information.
11. Refund Processing
Where a refund is approved, it will be processed using the same payment method used for the original transaction, unless otherwise agreed. Refund processing times are as follows:
- Credit or Debit Card: 5–10 business days to appear on your statement, depending on your bank or card issuer.
- Bank Transfer (ACH): 3–7 business days.
- PayPal or Digital Wallet: 3–5 business days.
Kireva is not responsible for delays caused by payment processors or financial institutions. If you have not received your approved refund within the expected timeframe, please first check with your bank before contacting us.
12. Contact Information
For refund requests, billing questions, or to discuss any concerns regarding payment, please contact us through the following channels: