01. Our Approach to Refunds

We'd rather fix it than refund it. That's why every package we offer includes a set number of revisions, built in from the start, so we can work through feedback together before a project is considered final. Most concerns are resolved this way, long before a refund would ever need to come into the conversation.

That said, if something is genuinely off from what was agreed in your original brief, we want to know. Talk to us directly and we'll work through it with you on a case-by-case basis, as outlined below.

02. Money-Back Guarantee

Select packages — including our Logo, Website, and Collateral packages — carry a Satisfaction Guarantee and a Money-Back Guarantee. These guarantees apply when:

• The delivered work does not reflect the brief, direction, or requirements agreed at project kickoff, and
• The included revision rounds have been used to attempt to resolve the concern, and
• The request is made within the eligibility window for your specific package (see Section 03)

03. Refund Eligibility

• Logo & branding packages: refund requests must be made before you approve and download final high-resolution files, and after all included concept and revision rounds have been used
• Website packages: refund requests must be made before the site is deployed to a live domain; work already completed (design, development hours, licensed assets) is deducted from any approved refund
• Collateral, illustration, and animation packages: handled case-by-case, based on how much of the agreed scope has been delivered and reviewed
• All refund requests must be submitted in writing to info@trinitypixelstudio.com with your order details and a clear explanation of the concern

04. Non-Refundable Cases

• Work that has been approved, downloaded, or published/deployed by the client
• Change of mind after final delivery, with no unresolved issue against the original brief
• Delays caused by the client's late feedback, missing content, or unresponsiveness
• Third-party costs already spent on your behalf — domains, stock assets, paid ad spend, hosting
• Custom quotes and monthly marketing retainers once work for that billing cycle has begun (see Section 07)

05. How to Request a Refund

1. Email info@trinitypixelstudio.com with your order/project reference and a clear description of the issue.
2. Our team reviews the request against your original brief and the revisions already provided.
3. We'll either resolve the concern through additional revision work, or confirm refund eligibility.
4. Approved refunds are issued to your original payment method.

06. Processing Timeframe

We aim to respond to every refund request within 3 business days. Once a refund is approved, please allow 5–10 business days for the funds to appear in your account, depending on your bank or payment provider.

07. Monthly Marketing & Website Plans

Monthly SEO, SMM, and website maintenance plans bill at the start of each cycle. You may cancel a monthly plan at any time, effective at the end of the current billing cycle. Because work for the active cycle begins immediately, payments already made for the current cycle are non-refundable — cancellation simply stops future billing.