Understanding Digital Service Returns

Unlike physical products that can be returned and resold, digital services present unique challenges when it comes to returns. Once we've invested time and creative resources into your project, that work cannot be "returned" in the traditional sense. However, we believe in fair treatment of our clients and have developed this comprehensive policy to address various scenarios that may arise.

Digital design services are fundamentally different from product sales. When you purchase our services, you're paying for our expertise, time, and creative resources. We begin work immediately upon project confirmation and payment, dedicating our team's time and talent to your project. This investment of professional resources cannot be recovered if a project is canceled mid-stream, which is why we have specific policies regarding refunds and cancellations.

We've designed this policy to be fair to both parties—recognizing that you deserve quality work that meets your expectations, while also acknowledging that our creative professionals deserve to be compensated for their time and expertise. We believe this balanced approach allows us to maintain the high quality of service our clients expect while ensuring the sustainability of our business.

Throughout this policy, you'll notice our emphasis on communication and collaboration. We've found that most issues can be resolved through clear communication and our comprehensive revision process. We encourage you to maintain open communication with our team throughout your project to ensure we're aligned with your vision and expectations.

General Return Policy for Digital Services

Digital Nature of Our Services

As a digital service provider specializing in social media graphics, digital product labeling, and Instagram templates, all our deliverables are intangible digital assets. Once these files are delivered to you, they cannot be "returned" in the traditional sense. However, we're committed to your satisfaction and have established the following policies:

• Completed Projects: For projects that have been completed and delivered, we do not offer returns or refunds, as the digital assets have been created specifically for you and cannot be resold.
• Work-in-Progress Projects: For projects that are in progress, cancellation may be possible with a partial refund based on work completed to date.
• Non-Starter Projects: For projects where work has not yet begun, full refunds may be available depending on the circumstances.

Our Revision-Based Approach

Instead of traditional returns, we offer a comprehensive revision process to ensure your complete satisfaction. Most concerns can be addressed through this process:

We include a specific number of revision rounds in each project package (typically 2-3 rounds for most projects). Additional revision rounds may be available for an additional fee if needed beyond the included rounds.

Cancellation Policy

Client-Requested Cancellations

If you need to cancel your project after work has begun, the following policies apply:

Cancellation Before Work Commences: If you cancel your project before our design team has begun work, you may be eligible for a full refund, minus any administrative fees (typically 10% of the project cost to cover initial consultation and project setup).

Cancellation During Active Work: If you cancel after work has begun but before completion, refunds will be calculated based on the percentage of work completed. We will provide a detailed breakdown of work completed and charges applied. Typically, clients receive a refund of 50-70% of the remaining project balance, depending on the stage of completion.

Cancellation Near Completion: If you cancel when the project is near completion (typically 75% or more complete), no refund will be issued, but you will receive all work completed to date.

Digi Matrax-Initiated Cancellations

In rare circumstances, we may need to cancel a project. This typically occurs when:

• We're unable to proceed due to unclear or constantly changing requirements
• The client is unresponsive for an extended period (typically 30+ days)
• There are ethical or legal concerns about the project content
• Payment issues prevent us from continuing work

In such cases, we will provide a prorated refund based on work completed and provide all deliverables created to that point.

Refund Eligibility Scenarios

Eligible for Refund Consideration

The following situations may be considered for partial or full refunds:

• Service Not Rendered: If we're unable to deliver the promised services due to circumstances on our end
• Major Quality Issues: If the delivered work contains significant errors or fails to meet basic quality standards despite revision requests
• Project Abandonment: If we fail to complete the project within a reasonable timeframe beyond the agreed delivery date (typically 30+ days late without communication)
• Billing Errors: If you were charged incorrectly or for services not requested

Not Eligible for Refunds

The following situations typically do not qualify for refunds:

• Change of Mind: Simply changing your mind about the project after work has begun
• Subjective Dislikes: Not liking the aesthetic direction when it aligns with agreed-upon specifications
• Delayed Feedback: Project delays caused by slow client feedback or approval
• Scope Changes: Additional costs due to scope changes or expanded requirements
• Third-Party Issues: Problems with third-party platforms, printing services, or other external factors beyond our control
• Template Purchases: Pre-made templates or design assets, as these are instantly delivered digital products

Revision Process and Satisfaction Assurance

Included Revision Rounds

Each project includes a specific number of revision rounds based on the package selected:

• Starter Package: 2 rounds of revisions
• Professional Package: 3 rounds of revisions
• Enterprise Package: 4 rounds of revisions + priority support

During each revision round, you can request changes to the design. We recommend providing consolidated, specific feedback to make the most of each revision round.

What Constitutes a Revision Round

A revision round includes:

• Color adjustments and palette changes
• Typography modifications
• Layout adjustments
• Content edits and text changes
• Minor element repositioning
• Style refinements

Major changes that constitute a significant departure from the agreed direction may be considered scope changes and could incur additional charges.

Maximizing the Revision Process

To ensure the best results from our revision process:

• Provide specific, actionable feedback
• Use examples or references when possible
• Consolidate all feedback into a single communication
• Respond to revision deliveries promptly
• Be clear about your priorities if multiple changes are requested

Template and Digital Product Policy

Pre-made Templates

For our pre-made social media templates and design assets, the following policies apply:

• No Returns: Due to the digital nature and immediate access, all sales of pre-made templates are final
• Technical Issues: If you experience technical issues downloading or using templates, we'll provide technical support to resolve the issue
• Documentation: Comprehensive usage instructions are provided with all template purchases

Custom Template Development

For custom template development projects, our standard service policies apply, including the revision process and cancellation terms outlined in this policy.

Dispute Resolution Process

If you're unsatisfied with our service and believe you're entitled to a refund not covered by our standard policies, we have a formal dispute resolution process:

We're committed to resolving disputes fairly and amicably. Most issues can be resolved through open communication and mutual understanding.

Preventive Measures for Client Satisfaction

We've implemented several measures to prevent the need for returns or disputes:

Clear Communication Protocols

• Detailed project briefs and requirements gathering
• Regular progress updates throughout the project
• Clear milestone approvals before proceeding to next phases
• Comprehensive project documentation

Quality Assurance Processes

• Multiple rounds of internal quality checks
• Senior designer review on all projects
• Client feedback incorporation at key stages
• Final quality assurance before delivery

Client Education

• Clear explanation of our process and what to expect
• Guidance on providing effective feedback
• Education on digital design best practices
• Transparent communication about limitations and possibilities

Contact Us for Return Inquiries

If you have questions about our Return Policy or need to discuss a specific situation, please contact us:

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

• Project name or reference number
• Date of purchase or project initiation
• Detailed description of your concern
• Any relevant communication or file references

Policy Updates and Modifications

We reserve the right to update or modify this Return 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 Return 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 return policies.

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