How refunds, revisions, and cancellations work across our project and partnership engagements.
Deposits paid to begin a project (typically 50% of the total quote) are non-refundable once discovery or concept work has started, as our team's time is scheduled and allocated at kickoff. The remaining balance is due upon final delivery.
Each package includes a defined number of concept directions and structured revision rounds, outlined in your SOW. Feedback should be consolidated and submitted together for each round to keep timelines on track. Revisions beyond the included rounds are quoted separately before work begins.
If a project is canceled after work has begun, the client is invoiced for work completed to date, calculated against the milestone schedule in the SOW. Any concepts or files delivered up to that point remain the client's property upon payment for that phase.
Monthly partnership fees (Studio Day, Embedded Designer, Design Pod, or Studio Partner) cover capacity reserved for that month and are non-refundable once the month has begun. Partnerships may be canceled with 30 days' written notice after the minimum term in your SOW has been completed.
If you're dissatisfied with a deliverable, contact your creative director within 10 business days of delivery. We'll work with you on revisions within the scope of your SOW. Requests for refunds based on subjective creative preference after concept approval are evaluated case by case, since design direction is agreed upon collaboratively before final production begins.
Rush fees applied for expedited timelines are non-refundable once the expedited schedule has been confirmed and work has started, as they reflect reprioritized studio capacity.
Send a written request to design@blackframephrasestudio.com or call +1 (870) 517-9695. Please include your project name and account contact so we can process your request promptly.