Refund policy

CXM Studio delivers custom, high-touch creative work across Web Design, Brand Identity/Elevation, Full Studio Partnerships, and ongoing Maintenance. Because every engagement involves dedicated time, reserved capacity, and specialized creative labor, the following policy governs all client relationships.

Deposits & Retainers (Non-Refundable)

All projects require a non-refundable deposit to initiate work and secure your place in my production schedule. Once onboarding, discovery, or any creative work has begun, the deposit is fully earned and non-refundable under any circumstance. This is not a penalty, it reflects real hours spent on your project before a single deliverable is visible.

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Cancellation by the Client

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Web Design & Brand Identity

• Before work begins: Deposit is forfeited. Any balance paid beyond the deposit is refunded in full.
• After strategy/discovery phase: Client owes payment for all completed milestones. The remaining balance is prorated based on work completed, documented and shared transparently.

• After creative/build phase begins: No refund. Client receives all completed work product to date.

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Full Studio Partnership

Due to the scope and reserved calendar commitment, cancellations mid-engagement are handled as follows:

• Deposit is non-refundable.
• Work completed through the cancellation date is billed at a prorated rate against the project total.
• Any remaining balance beyond completed work is released.

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Maintenance Retainer

• Cancel anytime with 30 days written notice.
• No partial-month refunds — the active month is fully earned upon billing.
• No long-term contracts. You're never locked in beyond the active period.

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Client-Caused Delays & Project Abandonment

CXM Studio operates on a structured production calendar. If a project stalls due to the client — including late content delivery, missing approvals, or unresponsiveness — the following applies:

• After 21 days of client inactivity, a formal notice is issued.
• After 45 days of inactivity with no resolution, the project is considered abandoned. All payments to date are forfeited and the production slot is released.
• Re-engagement after abandonment requires a new deposit and is subject to current availability and pricing.

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Revisions & Creative Direction

You are hiring CXM Studio for specific creative expertise. Revision structure is outlined in your individual contract, but as a general standard:

• Web Design: 2 rounds of revisions per phase
• Brand Identity: 2 concept directions, 2 revision rounds on the selected direction
• Full Studio Partnership: As scoped in the project agreement

Revisions beyond the included rounds are billed at $150/hr, invoiced separately.

A change of creative preference after a strategy, mood board, or direction has been reviewed and approved by the client does not constitute grounds for a refund or restart at no cost. Approval is approval.

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Final Delivery & Project Closure

A project is considered complete and closed upon any of the following:

• Website is launched and handed off
• Brand asset files are delivered via the client portal
• Final invoice is paid in full

No refunds are issued after final delivery. At this stage, the full scope of services has been rendered.

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Disputes & Chargebacks

CXM Studio takes its client relationships seriously. If you have a concern, contact directly at [ before initiating any dispute. Chargebacks filed without prior written communication will be contested in full, and the client will be liable for any associated dispute fees.

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What We Guarantee

While we don't offer refunds based on subjective preference or market outcomes, we do commit to:

• Clear communication throughout every phase
• Documented milestones and approvals
• Delivering within the agreed scope and timeline (barring client delays)
• Honest, professional work — every time

This policy is incorporated by reference into all CXM Studio service agreements. Signing a proposal or paying a deposit constitutes acceptance of these terms.