ASTRELL Refund & Cancellation Policy

ASTRELL Legal

Last updated: [Insert publication date]

1. Overview

This Policy explains how cancellations, refunds, and deposits are handled for projects undertaken by ASTRELL. It forms part of, and should be read alongside, our Terms of Service. By engaging ASTRELL for services, you agree to the terms of this Policy.

Because ASTRELL provides custom creative work — including branding, design, development, and marketing services tailored specifically to each client — our refund practices differ from those applicable to off-the-shelf products. Refunds are not automatic and are assessed on a case-by-case basis in accordance with the principles below.

2. Quotations and Project Agreements

All projects begin with a quotation or project agreement outlining the scope of work, estimated timeline, and pricing. No work commences until the client has approved the quotation and, where applicable, paid any required deposit. The terms agreed in the individual project quotation or agreement take precedence over this general Policy in the event of any conflict, unless the project agreement expressly incorporates this Policy without modification.

3. Deposits

  • Projects may require an upfront deposit before work begins.
  • Deposits may be non-refundable, as they compensate ASTRELL for reserving project capacity, initial planning, research, and early-stage work.
  • The specific deposit amount and its refundability will be stated in your project quotation or agreement.

4. Cancellation by the Client

4.1 Before Work Begins

If you cancel a project before any work has commenced, any deposit paid may be retained by ASTRELL to the extent it reflects work already undertaken (such as planning, scheduling, or resource allocation), unless otherwise agreed in your project quotation.

4.2 After Work Has Begun

Once creative work has commenced, fees for work performed up to the point of cancellation become payable, and amounts already paid for that work are non-refundable. This reflects the time, creative effort, and resources ASTRELL has already committed to your project.

4.3 After Delivery

Once final deliverables have been delivered to and accepted by the client (or deemed accepted under Section 6 below), the project is considered complete and is not eligible for a refund, save as set out in Section 5.

5. When a Refund May Be Considered

While refunds are not automatic, ASTRELL may consider a full or partial refund in circumstances such as:

  • ASTRELL is unable to begin or continue the project due to circumstances within ASTRELL's control, and no reasonable alternative or remedy can be offered;
  • A material and demonstrable failure by ASTRELL to deliver work substantially consistent with the agreed project brief, where ASTRELL has been given a reasonable opportunity to remedy the issue through revisions first;
  • Duplicate or erroneous payments;
  • Other circumstances required by applicable consumer protection law in your jurisdiction.

Refunds, where granted, are typically calculated in proportion to work not yet performed, at ASTRELL's reasonable discretion, unless applicable law requires otherwise.

6. Revisions and Acceptance of Work

  • Each project includes a defined number of revision rounds, as set out in your project quotation or agreement.
  • Work is deemed accepted if the client does not raise substantive objections, in writing, within the review period specified in the project agreement (or, if unspecified, within 14 days of delivery).
  • Requests for changes beyond the agreed scope or revision rounds may incur additional fees (see Section 9, Scope Changes) and do not constitute grounds for a refund.

7. Non-Refundable Circumstances

Except as required by applicable law, refunds will not be provided where:

  • The client changes their mind after work has commenced or been delivered;
  • The client fails to provide necessary information, feedback, access, or materials in a reasonably timely manner, resulting in delay or project abandonment;
  • The client requests services outside the agreed scope and then declines to proceed;
  • Deliverables meet the agreed brief but the client's business needs or preferences later change;
  • The project is cancelled due to the client's breach of the Terms of Service (e.g. non-payment, prohibited use, or provision of unlawful materials).

8. Chargebacks and Payment Disputes

If a client initiates a chargeback or payment dispute with their bank or payment provider without first contacting ASTRELL to resolve the issue, ASTRELL reserves the right to:

  • Suspend or terminate ongoing services;
  • Provide evidence of work performed, communications, and deliverables to the payment provider to contest the chargeback;
  • Pursue recovery of amounts owed for legitimately performed work through appropriate means.

We encourage clients to contact us directly at [Insert contact email] to resolve any billing concerns before initiating a chargeback.

9. Scope Changes

Requests that expand or materially alter the original project brief ("scope creep") are not covered by the original quotation. ASTRELL will notify the client of any additional fees or timeline impact before proceeding with out-of-scope work. Refunds are not applicable to fees charged for scope changes the client has approved.

10. Project Delays and Late Client Response

Timely delivery depends on the client providing feedback, approvals, and materials within a reasonable time. Where a client's delayed response causes a project to stall for an extended period, ASTRELL reserves the right to treat the project as paused or, after reasonable notice, as abandoned by the client, in accordance with the Terms of Service. Fees for work performed up to that point remain payable and non-refundable.

11. Future Online Payment Methods

As ASTRELL introduces online payment options (such as Stripe, PayPal, or bank transfer), this Policy will apply equally regardless of payment method used. Any processing fees charged by a third-party payment provider are non-refundable, even where ASTRELL grants a refund of its own fees.

12. How to Request a Refund or Raise a Concern

To raise a concern about a project or request consideration of a refund, please contact us as soon as possible:

  • Email: [Insert contact email]
  • Via our website contact form

Please include your project details and a clear description of the issue. We aim to acknowledge refund-related enquiries within a reasonable timeframe and work with clients in good faith to resolve concerns fairly.

13. Changes to This Policy

We may update this Policy from time to time. The version in effect at the time your project agreement is signed will generally apply to that project, unless otherwise agreed.

This Refund & Cancellation Policy was prepared with AI-assisted drafting tools as part of a broader legal package for ASTRELL. It provides a general framework and does not constitute legal advice, and does not override statutory consumer rights that may apply in a client's jurisdiction. We recommend it be reviewed by a qualified solicitor before publication, particularly to confirm compliance with consumer protection law in the jurisdictions ASTRELL actively serves.