Refund, Cancellation & Delivery Policy

Pines Design provides custom digital design services. Each project is prepared to a specific scope, timeline, and set of deliverables. Because this work is made to order, refund rules differ from ordinary off-the-shelf products.

Project payments confirm approved work and cover the services described in the accepted scope. Before work begins, a payment is eligible for refund less only a documented, non-recoverable third-party cost that the client approved in writing before Pines Design incurred it.

After work begins, Pines Design calculates any cancellation refund as: payments received, minus earned design fees, minus documented non-recoverable third-party costs approved in writing. Earned design fees are the prices assigned to completed milestones in the accepted scope. If the scope has no milestone prices, earned design fees equal the total agreed design fee multiplied by the documented percentage of scoped work completed on the cancellation date. The refund cannot be less than zero.

Pines Design will provide the calculation and a progress summary with the decision. No separate administrative or cancellation fee is deducted unless the accepted scope states its exact amount.

You may cancel at any time before final delivery by sending written notice to hello@pinesdesign.com or through the contact page. Include your name, project name, and quote, invoice, or project reference if available. The cancellation is effective when Pines Design receives the notice.

Pines Design will acknowledge a cancellation request within two business days. Once all information needed to evaluate the request has been received, Pines Design will send a written eligibility decision and refund calculation within 10 business days.

If Pines Design pauses or cancels because required client information, feedback, approval, or payment remains outstanding for 14 calendar days after a written reminder, completed work and approved non-recoverable costs remain billable under the calculation above. If Pines Design cancels because it cannot complete the agreed work and the client is not in breach, Pines Design will refund payments for work not performed and approved costs not incurred.

A full or partial refund may be available when work has not begun, when a cancellation leaves an unearned balance under the published calculation, when Pines Design cannot complete the agreed work, when a duplicate payment was made, or when delivered work materially fails to match the accepted scope and Pines Design does not correct the affected item within the agreed remedy.

Fees allocated to completed or client-approved milestones, approved deliverables, and final delivered custom files are non-refundable. The exceptions are a duplicate charge, a material failure to match the accepted scope that Pines Design does not correct, Pines Design's cancellation when the client is not in breach, or a refund required by applicable law.

Report a missing, corrupt, incorrect, or materially non-conforming digital deliverable within seven calendar days after delivery by emailing hello@pinesdesign.com or using the contact page. Identify the project and affected file, explain the issue, and include a screenshot or other supporting detail when useful.

Pines Design will acknowledge the report within two business days and provide a written remedy or eligibility decision within 10 business days after receiving the information needed to evaluate it. Pines Design may first correct or replace an affected item within the accepted scope. If the material issue cannot be corrected, any approved refund is limited to the affected, non-conforming portion of the project fee.

The seven-day reporting window does not reduce a non-waivable legal right or prevent a later report of a defect that could not reasonably have been discovered during that period.

Pines Design will initiate an approved refund to the original payment method within five business days after written approval and will send confirmation when it has been submitted. Pines Design will not ask a customer to provide complete card details by email to receive a refund.

For card payments, Stripe states that a refund is typically visible approximately five to 10 business days after initiation, depending on the bank or card issuer. Other payment methods and financial institutions may use different timing. If an approved refund is not visible after 10 business days, contact Pines Design so we can check its status and provide an available refund reference.

• Stripe refund timing↗

Pines Design supplies custom services and digital files, not returnable physical goods. No return shipment is required, and deleting a delivered file does not create refund eligibility. If a written scope separately includes physical production, that scope must state the applicable return, damage-reporting, shipping, and refund terms before the client approves it.

Revision rounds are handled according to the accepted scope. A revision means a refinement to the agreed direction, not a new concept, new deliverable, or change in project objective unless the scope allows it.

Additional revisions or changes outside scope can be quoted separately.

All deliverables are digital and delivered electronically, for example by email, secure download, or shared link. No physical goods are shipped unless a separate written agreement says otherwise.

Final source files and editable files are released after final approval and full payment. You are responsible for downloading and safely storing delivered files.

Fulfillment timing depends on the accepted scope, client feedback, approvals, and payment status. Estimated timelines are provided in the quote or project communication and are not guaranteed delivery dates unless expressly stated in writing.

If a delay occurs because required information, feedback, approval, or payment has not been provided, the delivery timeline may move accordingly.

If you have a question or concern about a payment, contact us first at the details below so we can review the issue and try to resolve it directly.

Questions can be sent to hello@pinesdesign.com, by phone at +1 (912) 915-0729, or through the contact page.