Refund Policy

1. Custom Design Services

1.1 Before Work Begins

If you decide to cancel your project before any design work has started, you are eligible for a full refund of your deposit, minus a 5% processing fee.

1.2 During the Project

Once work has begun, refunds are calculated based on the work completed:

• Concept Phase: 50% refund of total project value
• Design Development: 25% refund of total project value
• Final Revisions: No refund (work substantially complete)

We will provide all work completed up to the point of cancellation.

1.3 Completed Projects

Once a project is marked as complete and final files are delivered, no refunds are available. However, if you're not satisfied with the work, we will work with you on revisions within the included revision rounds.

1.4 Revision Disputes

If we cannot reach a satisfactory outcome within the allocated revisions, we may offer:

• Additional revisions at no extra cost
• A partial refund based on circumstances
• Credit toward future services

2. Digital Products

2.1 General Policy

Due to the digital nature of our products, all sales of downloadable items are final once the download link has been accessed. We cannot offer refunds for digital products.

2.2 Exceptions

We may provide a refund or replacement if:

• The product file is corrupted or won't open properly
• The product is significantly different from its description
• You were charged multiple times for the same product
• Technical issues prevented you from downloading the product

2.3 License Upgrades

If you need to upgrade from a Personal to Commercial license, you can pay the difference. License downgrades are not refundable.

3. Payment Processing

3.1 M-Pesa Payments

Refunds for M-Pesa payments will be processed to the same phone number used for payment. Processing may take 3-5 business days.

3.2 PayPal Payments

PayPal refunds will be returned to the original payment method. Processing may take 5-10 business days depending on your bank.

4. How to Request a Refund

To request a refund:

1. Email us at hello@visualsbydavid.co.ke
2. Include your order number or project ID
3. Explain the reason for your refund request
4. Provide any relevant screenshots or documentation

We will review your request and respond within 2 business days.

5. Chargebacks

If you file a chargeback without first attempting to resolve the issue with us, we reserve the right to:

• Suspend your account
• Revoke any licenses granted
• Pursue collection of any amounts owed

Please contact us first - we're committed to finding a fair resolution.

6. Cancellation by Us

In rare cases, we may need to cancel a project or order. If we cancel:

• You will receive a full refund of all payments made
• We will provide any work completed up to that point
• We will give you reasonable notice when possible

7. Contact Us

For refund requests or questions about this policy, please contact us at hello@visualsbydavid.co.ke