Refund policy

At GRAFBEE LTD, we prioritize customer satisfaction and aim to deliver exceptional graphic design services that meet your expectations. However, we understand that there may be circumstances where you might need to request a refund. To address this, we have established a clear and transparent refund policy outlining the eligibility criteria, procedures, and timeframes associated with refunds.

1. Eligibility for Refunds

Our refund policy applies to all graphic design services offered by GRAFBEE LTD, including but not limited to video editing, motion graphics, presentation design, custom illustrations, and general graphic design services. Refunds will be considered under the following conditions:

Service Not Delivered: If the service has not been delivered within the agreed-upon timeline, you are eligible to request a full refund.
Unsatisfactory Service Quality: If you are unsatisfied with the quality of the service provided, and you have raised the issue within the designated timeframe, you may request a partial or full refund, depending on the situation.
Project Cancellation by GRAFBEE LTD: If GRAFBEE LTD cancels a project for any reason, you will be entitled to a full refund for any payments made.
Service Not as Described: If the service delivered significantly deviates from the service description or agreed specifications, a refund may be considered.

Please note that refunds will not be issued for minor deviations or design preferences that are subjective in nature. We will make reasonable efforts to address and resolve any concerns during the revision process.

2. Non-Refundable Cases

In some cases, a refund may not be applicable. These include but are not limited to:

Completed Services: If the service has been completed and delivered in full as per the agreed specifications, no refund will be issued.
Customer Delays or Non-Responsiveness: If a project is delayed due to customer non-responsiveness or delays in providing necessary information or feedback, refunds will not be issued.
Change of Mind: Refunds will not be provided if you change your mind after the service has commenced or if you decide to discontinue the service without a valid reason related to service quality or delivery.
Third-Party Involvement: If you have engaged third-party contractors or made modifications to the service delivered by GRAFBEE LTD, we cannot offer refunds for altered or compromised work.

3. Refund Process

To initiate a refund request, you must follow the steps outlined below:

3.1. Submission of Refund Request

Refund requests must be submitted in writing via email to our support team at info@grafbee.com within 14 days of service delivery or project completion.
Your email should include the following details:
- Project name and reference number
- Detailed explanation of the reason for the refund request
- Any supporting documentation or evidence (e.g., screenshots, correspondence)

3.2. Refund Evaluation

Once we receive your refund request, we will:

Acknowledge receipt of the request within 2 business days.
Review and evaluate your request based on the provided information and the nature of the project.
Contact you if further clarification or documentation is required.

3.3. Refund Approval or Rejection

We will notify you of the decision regarding your refund request within 7 business days after evaluating the case.
If approved, the refund will be processed within 10-14 business days after approval.
If your request is denied, we will provide an explanation for the decision and explore potential alternative solutions (e.g., additional revisions or partial refunds).

4. Refund Method

Refunds will be issued using the same payment method that was used to make the original payment. In cases where the original payment method is no longer available (e.g., expired credit cards), we will work with you to determine an appropriate alternative.

Credit/Debit Card Payments: Refunds will be credited back to your card within 5-10 business days after approval.
Bank Transfers: Refunds will be processed via bank transfer and may take up to 10-14 business days to reflect in your account.
PayPal or Other Digital Payment Methods: Refunds will be issued through the respective digital payment platform and will reflect in your account according to the platform’s processing timelines.

5. Partial Refunds

In cases where only a portion of the service was unsatisfactory or where the project was partially completed, GRAFBEE LTD may offer a partial refund. The refund amount will be based on the proportion of the work completed and the specific services rendered up to that point. Any adjustments to the original cost will be made in consultation with you.

6. Revisions and Adjustments Before Refund

Before issuing a refund, GRAFBEE LTD may offer to make revisions or adjustments to the service delivered, in an effort to meet your expectations. We encourage open communication throughout the project to address any concerns promptly, ensuring you are satisfied with the outcome.

Unlimited Revisions: For most projects, we offer a reasonable number of revisions before final delivery. If revisions have been exhausted and the result still does not meet expectations, a refund may be considered.

7. Cancellations

If you wish to cancel a project before it is completed, the following conditions apply:

Before Work Commences: If you cancel the project before any work has commenced, you are entitled to a full refund.
After Work Has Started: If you cancel the project after work has begun but before it is completed, a partial refund may be granted based on the percentage of work completed.

8. Disputes and Chargebacks

We take disputes and chargebacks seriously. If you are considering a chargeback through your payment provider, we encourage you to contact us first to resolve the issue amicably. We are committed to finding a solution that works for both parties.

Dispute Resolution: In the event of a dispute, we will work closely with you to address your concerns. If necessary, we may engage a third-party mediator to facilitate a resolution.
Chargeback Requests: Please note that initiating a chargeback without attempting to resolve the issue with us may lead to the termination of services and future business relationships.

9. Exclusions and Limitations

Digital Files and Intellectual Property: Once digital files (such as graphic design assets or videos) have been delivered and transferred to your ownership, refunds may be limited. If the files have been used or distributed, refunds will not be issued.
Custom Orders: Refunds for highly customized or bespoke services (such as custom illustrations or tailored motion graphics) will be evaluated on a case-by-case basis.