Effective Date: July 9, 2024
Last Updated: June 20, 2025

This Refund Policy outlines the terms and conditions for refunds of payments made to Graphomar LLC (« we, » « us, » or « our ») for our design and development services. This policy should be read in conjunction with our Terms and Conditions.

1. General Refund Policy

1.1 Service-Based Business

As a service-based business providing custom design and development work, most of our services involve time, expertise, and custom deliverables that cannot be « returned » in the traditional sense.

1.2 Non-Refundable Items

The following are generally non-refundable:

  • Project deposits and retainer fees
  • Completed work phases or milestones
  • Time spent on discovery, research, and consultation
  • Custom design work that has been delivered and approved
  • Third-party expenses incurred on your behalf (hosting, domain registration, stock images, etc.)
  • Work completed more than 30 days prior to refund request

2. Eligible Refund Scenarios

2.1 Service Not Delivered

You may be eligible for a refund if:

  • We fail to deliver agreed-upon services within a reasonable timeframe
  • We materially breach our service agreement
  • Technical issues on our end prevent service delivery
  • We determine we cannot complete your project as agreed

2.2 Mutual Agreement

Refunds may be considered when both parties mutually agree to terminate services before completion.

2.3 Defective Work

If delivered work has significant defects that cannot be reasonably corrected, partial refunds may be considered.

3. Refund Process and Timeline

3.1 Refund Requests

To request a refund:

  • Submit a written request to billing@graphomar.com
  • Include your project details, invoice number, and reason for refund
  • Provide supporting documentation if applicable
  • Submit requests within 30 days of the issue occurring

3.2 Review Process

  • We will acknowledge your request within 2 business days
  • Refund requests will be reviewed within 10 business days
  • We may request additional information or attempt to resolve issues before processing refunds
  • You will receive written notification of our decision

3.3 Processing Time

  • Approved refunds will be processed within 10 business days of approval
  • Refunds are processed through the original payment method via Stripe
  • Bank processing may take additional 3-5 business days
  • You will receive confirmation when the refund is processed

4. Partial Refunds

4.1 Work Completed

When services are partially completed:

  • You will be charged for work completed up to the cancellation date
  • Refunds will be calculated based on remaining undelivered work
  • Hourly work will be charged at our standard rates
  • Milestone-based projects will be prorated accordingly

4.2 Third-Party Costs

Third-party expenses (domains, hosting, licenses, stock images) are non-refundable as these services are provided by external vendors.

5. Service-Specific Refund Terms

5.1 Graphic Design Projects

  • Logo Design: Non-refundable once initial concepts are delivered
  • Brand Identity: Refunds prorated based on completed deliverables
  • Print Design: Non-refundable once files are delivered and approved

5.2 Web Design & Development

  • Website Design: Non-refundable once design mockups are approved
  • Website Development: Refunds based on uncompleted functionality
  • Hosting/Domain: Third-party costs are non-refundable
  • Revisions: Additional revision work is non-refundable

5.3 SEO Services

  • Monthly SEO: 30-day notice required for cancellation, current month non-refundable
  • SEO Audits: Non-refundable once report is delivered
  • Ongoing Services: Prorated refunds for unused future services only

6. Dispute Resolution

6.1 Good Faith Resolution

Before requesting a refund, we encourage clients to discuss concerns with us directly. Many issues can be resolved through communication and project adjustments.

6.2 Chargebacks

  • Initiating a chargeback without first contacting us may result in additional fees
  • We will provide documentation to payment processors for legitimate charges
  • Successful chargeback disputes may result in termination of services

7. Refund Exceptions

7.1 No Refund Scenarios

Refunds will not be provided for:

  • Change of mind or business direction
  • Dissatisfaction with approved work
  • Failure to use delivered services or products
  • Requests made more than 30 days after service completion
  • Projects where client has been unresponsive for more than 30 days
  • Violation of our Terms and Conditions by the client

7.2 Rush Projects

Rush projects requiring expedited timelines may have different refund terms due to resource allocation and opportunity costs.

8. Alternative Resolutions

8.1 Service Credits

In some cases, we may offer service credits instead of monetary refunds for future projects or additional work.

8.2 Project Modifications

We may offer to modify project scope or deliverables to address concerns before considering refunds.

8.3 Extended Timeline

Additional time or resources may be provided to resolve issues before refund consideration.

9. Client Responsibilities

9.1 Cooperation

Clients must cooperate in good faith during the refund review process and provide requested information promptly.

9.2 Return of Materials

Clients may be required to return or delete any work products, files, or confidential information if refunds are processed.

10. Legal Compliance

10.1 Consumer Protection

This policy complies with applicable consumer protection laws while reflecting the nature of our custom service business.

10.2 Payment Processor Terms

All refunds are also subject to Stripe’s refund policies and processing requirements.

11. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on our website with the updated effective date. Continued engagement of our services after policy changes constitutes acceptance of the updated terms.

12. Contact Information

For refund requests or questions about this policy:

Graphomar LLC
2108 Sedalia Lane
Lexington, KY 40513
Email: billing@graphomar.com
Subject Line: « Refund Request – [Your Invoice Number] »

Important Note: This Refund Policy is part of our Terms and Conditions. By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy. For complex situations not covered in this policy, we will work with clients on a case-by-case basis to find fair resolutions.