Our Refund Philosophy

At Digi Matrax, we believe in fair treatment for both our clients and our creative team. Our refund philosophy is built on several core principles:

Value for Investment: We're committed to delivering work that provides clear value and meets the agreed-upon specifications. If we fail to deliver on our promises, we believe you deserve appropriate compensation.

Professional Respect: Our designers and project managers invest significant time, expertise, and creative energy into each project. Our policies respect this professional investment while ensuring client satisfaction.

Transparency and Fairness: We maintain clear, transparent policies so you understand exactly what to expect regarding refunds before beginning a project.

Problem Resolution Focus: We prioritize resolving issues and delivering satisfactory work over processing refunds. In most cases, we can address concerns through our revision process.

Digital Service Realities: We acknowledge the unique nature of digital services where work cannot be "returned" once delivered, but we also recognize situations where refunds may be appropriate.

This philosophy guides our specific refund policies and procedures, ensuring we maintain the highest standards of professionalism while treating both clients and our team fairly.

Refund Eligibility

Refund eligibility depends on the specific circumstances and the stage of your project. Below is a comprehensive overview of when refunds may be granted:

Special Considerations

In certain exceptional circumstances, we may consider refunds outside our standard policy:

• Medical Emergencies: Documented medical emergencies preventing project completion
• Business Closures: Verified business closure making the project unnecessary
• Technical Limitations: Unforeseen technical limitations making project delivery impossible
• Extended Delays: Significant project delays (30+ days) caused by our team without communication

Each special circumstance is evaluated on a case-by-case basis with documentation requirements.

Non-Refundable Items and Services

The following items and services are explicitly non-refundable under any circumstances:

Digital Products

• Pre-made Templates: All sales of pre-made Instagram templates, social media templates, and design assets are final due to immediate digital delivery
• Template Collections: Bundled template packages and design resource collections
• Stock Assets: Any stock photography, fonts, or other assets purchased specifically for your project
• Digital Downloads: Any instantly delivered digital products or resources

Service Components

• Consultation Fees: Initial consultation and strategy sessions
• Research & Planning: Time invested in market research, competitor analysis, and project planning
• Third-Party Costs: Any costs incurred for third-party services, stock assets, or software licenses
• Rush Fees: Additional fees for expedited service and tight deadlines

Completed Work

• Delivered Files: Any design files that have been delivered and approved
• Approved Concepts: Design concepts and directions that received client approval
• Used Services: Any services that have been substantially utilized, even if project is incomplete

We're transparent about these non-refundable elements during the project proposal stage to ensure clear expectations from the beginning of our engagement.

Refund Request Process

If you believe you're eligible for a refund, please follow this structured process to ensure your request is handled efficiently and fairly:

Required Information for Refund Requests

To process your refund request efficiently, please include the following information:

• Project Reference: Your project name or reference number
• Contact Information: Full name, email, and phone number
• Detailed Explanation: Specific reasons for the refund request with supporting details
• Timeline: Dates of key project milestones and communications
• Supporting Evidence: Any relevant emails, files, or documentation supporting your request
• Desired Resolution: The specific refund amount or alternative resolution you're seeking

What to Expect After Submission

• Confirmation: You'll receive a confirmation email within 24 hours of submission
• Review Timeline: Most requests are reviewed within 5-7 business days
• Communication: We may contact you for additional information or clarification
• Decision Notification: You'll receive a written decision with explanation
• Refund Processing: Approved refunds are processed within 10 business days

We're committed to handling all refund requests fairly, transparently, and with the professional respect you deserve.

Refund Processing and Timelines

Approval and Processing

Once your refund is approved, here's what you can expect:

Processing Time: Approved refunds are typically processed within 10 business days of approval. The exact timing may vary depending on your payment method and financial institution.

Refund Method: Refunds are issued to the original payment method whenever possible. If this isn't feasible (e.g., expired credit card), we'll work with you to determine an alternative refund method.

Partial Refunds: For partial refunds, we provide a detailed breakdown showing the calculation based on work completed and services rendered.

Communication During Processing

• Approval Notification: You'll receive formal approval notification via email
• Processing Confirmation: We'll notify you when the refund has been initiated
• Completion Notice: You'll receive confirmation when the refund is complete
• Bank Processing Time: Additional 3-10 business days for the refund to appear in your account

International Refunds

For international clients, please note:

• Refunds are processed in US dollars
• Exchange rates and bank fees may affect the final amount received
• International bank transfers may take additional time (7-14 business days)
• We're not responsible for currency fluctuation or international transfer fees

Dispute Resolution

If you're unsatisfied with our refund decision, we have a formal dispute resolution process:

Internal Escalation

If you disagree with the initial refund decision, you may request escalation:

• Step 1: Request review by a senior project manager
• Step 2: Escalate to our Creative Director for final internal review
• Step 3: If still unresolved, we may offer mediation services

Each escalation level involves a fresh review of your case by someone not previously involved in the decision.

External Options

If our internal resolution process doesn't resolve the matter, you may consider:

• Consumer Protection Agencies: Contacting relevant consumer protection organizations
• Payment Disputes: Filing a dispute with your payment provider (note: fraudulent disputes may result in account termination)
• Legal Action: Pursuing legal remedies as outlined in our Terms and Conditions

We strongly prefer resolving disputes amicably through direct communication and believe most issues can be resolved without external intervention.

Preventive Measures and Best Practices

We've implemented several measures to prevent situations that might lead to refund requests:

Client Education and Communication

• Clear Proposals: Detailed project proposals with exact scope, deliverables, and limitations
• Regular Updates: Consistent communication throughout the project lifecycle
• Milestone Approvals: Formal approval points before proceeding to next phases
• Expectation Management: Clear communication about what's possible and what's not

Quality Assurance

• Multiple Reviews: Internal quality checks at multiple stages
• Senior Oversight: Senior designer review on all projects
• Client Feedback Integration: Structured feedback processes
• Final Quality Check: Comprehensive review before delivery

Client Responsibilities

To help ensure project success and avoid potential refund situations, we recommend clients:

• Provide clear, detailed project requirements upfront
• Respond to requests for feedback and approval promptly
• Communicate concerns early rather than waiting until project completion
• Use the revision process effectively with specific, actionable feedback
• Maintain realistic expectations about timelines and outcomes

By working together collaboratively and maintaining open communication, we can typically address concerns before they escalate to refund requests.

Contact Information for Refund Inquiries

For questions about our Refund Policy or to submit a refund request, please contact us through the following channels:

When contacting us about a refund, please have your project details ready, including:

• Project name or reference number
• Date of project initiation
• Payment method and transaction details
• Detailed explanation of your concern
• Any relevant communication or file references

Policy Updates and Modifications

We reserve the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy.

For material changes to this policy, we will make reasonable efforts to notify you of such changes, such as through email notification or a notice on our website. We encourage you to periodically review this page for the latest information on our refund policies.

This Refund Policy is incorporated into and subject to our Terms and Conditions. In the event of any conflict between this Refund Policy and our Terms and Conditions, the Terms and Conditions shall control.

The policies outlined here apply to all services purchased after the "Last Updated" date at the top of this page. For services purchased before this date, the refund policy in effect at the time of purchase will govern.