Refund policy

CXM Studio delivers custom, high-touch creative work across Web Design, Brand Identity, 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 our 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 our specific creative expertise. Our 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 us directly at [studio email] 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.