Refund Policy Overview
At The Fairy Brandmother®, operated by Our Image Matters LLC, we are committed to delivering high-quality branding, marketing, design, content creation, website, strategy, and digital deliverable services with professionalism, care, and excellence.
Because our services require time, strategy, creative labor, project planning, digital production, communication, and customized execution, all payments made toward services are subject to the terms outlined in this Refund Policy.
By submitting payment, approving a proposal, signing an agreement, or beginning work with The Fairy Brandmother®, you acknowledge and agree to this Refund Policy.
No Refunds After Project Completion
Once a project has been completed and final payment has been rendered, all sales are final and no refunds will be issued.
A project is considered completed when the agreed-upon deliverables have been provided, delivered, published, transferred, submitted for review, or otherwise made available to the client according to the approved scope of work.
This includes, but is not limited to:
Brand strategy deliverables
Logo designs
Brand identity systems
Website designs
Website development
Social media content
AI-generated creative assets
Digital graphics
Marketing materials
Pitch decks
Capability statements
Media kits
Presentations
Content calendars
Copywriting
Digital downloads
Templates
Consulting reports
Strategic recommendations
Completed design files
Finalized creative direction
Campaign assets
Any other completed digital or creative deliverables
Because these services are customized, intellectual, creative, and digital in nature, completed work cannot be returned, exchanged, or refunded.
Digital Products & Digital Deliverables
All digital products, digital downloads, templates, files, guides, workbooks, strategy documents, AI-generated assets, graphics, presentations, and other downloadable or electronically delivered materials are final sale and non-refundable.
Due to the nature of digital products and creative assets, once access has been granted, files have been delivered, or materials have been made available, the purchase cannot be canceled, returned, exchanged, or refunded.
This policy applies whether the client has downloaded, opened, used, edited, shared, or implemented the digital product or deliverable.
Content Creation Services
Content creation services are also non-refundable once work has begun, because they require strategy, planning, creative direction, writing, design, editing, AI prompting, asset development, and production time.
This includes, but is not limited to:
Social media graphics
Captions and copywriting
AI visuals
AI videos
Promotional content
Brand photography direction
Campaign content
Content calendars
Reels or video concepts
Launch content
Email content
Website copy
Marketing copy
Digital ads
Carousel designs
Templates and visual assets
Once content has been created, drafted, designed, delivered, or submitted for review, refunds will not be issued.
Deposits, Retainers & Initial Payments
Deposits, retainers, booking fees, project initiation payments, and first payments are non-refundable.
These payments secure the client’s place on our project calendar, reserve creative and strategic time, and allow our team to begin planning, research, preparation, communication, and production.
Once payment is submitted, that time and availability are reserved specifically for the client and may prevent us from accepting other projects during that period.
Payment Plans
If a project is approved under a payment plan, the client remains responsible for completing all scheduled payments according to the agreed payment terms.
A payment plan does not reduce the full project investment. It only divides the total project cost into scheduled installments.
Failure to complete remaining payments may result in:
Paused work
Delayed delivery
Withheld final files
Suspended website access or transfer
Canceled project timeline
Removal from the production calendar
Additional restart or reinstatement fees
Final deliverables, editable files, website access, completed assets, or transfers may be withheld until the full balance has been paid.
Cancellations Before Work Begins
If a client wishes to cancel a project before work has begun, the request must be submitted in writing.
Cancellation requests are reviewed on a case-by-case basis. However, deposits, retainers, and booking fees remain non-refundable.
Depending on the project status, any amount paid beyond the non-refundable deposit may be eligible for partial credit toward future services, at the discretion of The Fairy Brandmother®.
Future service credits are not guaranteed and may expire if not used within the timeframe provided in writing.
Cancellations After Work Has Begun
Once work has begun, refunds are not available.
Work is considered to have begun once any of the following has taken place:
Client onboarding
Strategy session
Discovery call
Research
Project planning
Creative direction
Drafting
Design work
Website setup
Content creation
Copywriting
AI prompt development
Asset sourcing
File preparation
Communication related to the project
Presentation of concepts
Delivery of drafts or previews
Creative work requires time, labor, expertise, software, planning, and intellectual property development. For this reason, payments made after work has begun are non-refundable.
Revisions Are Not Refunds
Client feedback and revision requests are part of the creative process.
A request for revisions, adjustments, or refinements does not qualify a project for a refund.
If revisions are included in the approved scope of work, they will be completed according to the project agreement. Revisions must remain within the original project scope.
Additional revisions, new concepts, major direction changes, or requests outside of the original agreement may require an additional fee.
Client Delays, Incomplete Information & Lack of Communication
The client is responsible for providing all requested materials, feedback, approvals, access, passwords, content, images, documents, and information needed to complete the project.
Refunds will not be issued due to delays caused by the client, including but not limited to:
Failure to provide required materials
Missed meetings
Delayed feedback
Incomplete information
Change in business direction
Failure to respond
Not reviewing deliverables
Not using delivered assets
Not launching the completed project
Delay in approvals
Personal scheduling conflicts
If a project becomes inactive due to lack of client communication, the project may be paused, archived, or closed. Restarting the project may require a reactivation fee or new project agreement.
Change of Mind or Change in Direction
Refunds will not be issued due to a change of mind, change in preference, change in business direction, change in brand direction, or decision not to use completed work.
The Fairy Brandmother® makes every effort to follow the approved scope, strategy, and creative direction. However, creative services involve collaboration and subjective preferences.
Once time, labor, strategy, and creative development have been invested into a project, payments are non-refundable.
Third-Party Costs
Any third-party costs, software subscriptions, domain purchases, hosting fees, stock images, fonts, plugins, printing costs, ad spend, contractor fees, platform fees, transaction fees, or other outside expenses are non-refundable.
The Fairy Brandmother® is not responsible for refunding payments made directly to third-party platforms, vendors, or service providers.
Chargebacks & Payment Disputes
By purchasing services, submitting payment, or entering into a project agreement with The Fairy Brandmother®, the client agrees to communicate any concerns directly before initiating a chargeback or payment dispute.
Filing a chargeback after services have been rendered, work has begun, or deliverables have been provided may be considered a breach of this Refund Policy and the project agreement.
We reserve the right to provide documentation of services rendered, communications, deliverables, invoices, signed agreements, approvals, and completed work to the payment processor or financial institution in response to any dispute.
Refund Exceptions
Refunds are not guaranteed and are only considered in rare situations where The Fairy Brandmother® determines, at its sole discretion, that a refund or partial refund is appropriate.
Any approved refund must be confirmed in writing.
Refunds will not be issued for completed projects, delivered digital products, rendered services, approved work, content creation, strategy, consulting, design labor, or digital deliverables.
Final File Delivery & Ownership
Final files, completed assets, website transfers, editable files, or project handoffs are provided after the project has been completed and all outstanding balances have been paid in full.
Until final payment is received, The Fairy Brandmother® reserves the right to withhold final deliverables, editable files, website access, or transfer of ownership.
Upon full payment and final delivery, the client receives the agreed-upon usage rights outlined in the project agreement or proposal.
Policy Agreement
By submitting payment, signing a proposal, approving a quote, booking a service, or working with The Fairy Brandmother®, the client confirms that they have read, understood, and agreed to this Refund Policy.
This policy is designed to protect the time, labor, creative strategy, intellectual property, and digital deliverables involved in every client project.
Contact
For questions regarding this Refund Policy, please contact:
Our Image Matters LLC DBA The Fairy Brandmother®
Website: www.thefairybrandmother.com
Email: [Insert Business Email]