At Underground Design, we strive to deliver quality creative services tailored to meet your business needs. Due to the nature of our work, refunds are subject to the following conditions:

1. Payment Structure and No Refunds for Change of Mind

All services are purchased upfront through our Shopify platform, similar to buying a product. Once a service is purchased and the project begins (which includes the kickoff call), no refunds will be issued due to a change of mind or cancellation initiated by the client.

2. Cancellation Policy

Cancellation Before Project Start:

• If you wish to cancel the project before the kickoff call or before any work has commenced, you may request a refund. In this case, we will refund 80% of the payment, as 20% is retained to cover administrative and processing costs.

Cancellation Midway Through a Project:

• If you cancel the project midway, no refund will be provided.
• We will deliver any assets or work completed up to the point of cancellation, including design files, drafts, or any other materials created.
• If you choose not to take the partially completed assets, we will not provide any compensation.
• Alternatively, you may request that we complete the project, and the full service will still be delivered according to the original timeline (unless delayed by circumstances outlined in our terms).
  

3. Delayed Project Refund Policy

Underground Design is committed to meeting the deadlines provided in the project timeline. However, there are scenarios where a refund or discount may be provided based on delays:

Delays Due to Client Action/Inaction:

• If the client delays the project by failing to provide necessary assets or content within the agreed timeline, Underground Design is not responsible for any delay in delivery. No refund or discount will be issued in such cases.

Delays Caused by Underground Design:

• If a delay of more than one week occurs due to our team’s inefficiency and we do not notify the client at least 3 days in advance, the client is entitled to a 50% refund. However, the final project or asset will still be delivered.
• If we notify the client of the delay at least 3 days before the deadline, the client is entitled to a 25% discount on any future services, but no refund will be given for the current project.

4. Revisions and Refunds

Each project includes one revision, as outlined in the Terms of Service. Additional revisions are available at an extra cost, depending on the service. Dissatisfaction with the design output based on unclear or incomplete creative briefs does not warrant a refund, as we rely on the provided brief to shape our deliverables. If the brief is unclear, it is the client’s responsibility, and no refund will be issued for dissatisfaction stemming from this issue.

5. No Refunds on Completed Work

Once a project has been fully completed and delivered, no refunds will be provided. This includes projects that have undergone the revision process or any assets that have been finalized and handed over to the client. If the client fails to utilize or implement the assets, Underground Design is not responsible for any further dissatisfaction or non-use.

6. Client-Induced Delays

In cases where the project is delayed due to the client’s failure to provide necessary content, assets, or information, the timeline will be extended accordingly, and no refund or discount will be granted. Underground Design is not liable for any impact or damages caused by such delays.

7. Exceptional Circumstances

If exceptional circumstances arise that prevent Underground Design from completing the project (e.g., unforeseen technical issues, internal conflicts, or client-related problems beyond control), we will provide a prorated refund based on the amount of work completed, minus any administrative fees. This will be handled on a case-by-case basis.

For any further questions or clarifications regarding our refund policy, please contact us at nick@thegroundedcompany.com