First, raise it in writing
If a delivery does not meet the agreed brief, send a written note within seven days. We respond within one business day with one of:
- A scoped fix, included in the existing revision rounds
- A scoped fix billed as a separate change order, with reasons
- A formal quality review (see below)
Quality review
If we disagree on whether the delivery meets the brief, the project lead and the studio principal review the original brief, the proposal, the delivery, and the feedback together. The review takes up to three business days and concludes with one of:
- Fix at no cost
- Partial fix with a change order
- Acceptance of delivery as-meeting-brief
The quality review is binding internally. If you remain unsatisfied, the cancellation terms in the Refund Policy apply.
Refunds
Defects are fixed free of charge within the acceptance window (10 business days from notice of delivery). Refunds follow the Refund Policy on the main site: deposits are non-refundable once the slot is held, unearned sums are refunded pro rata before work begins, and completed work and booked time are charged after it begins.