At Astrix Visual, we are committed to delivering high-quality creative and digital services tailored to each client’s unique requirements. Because our services involve custom production, design, animation, visual effects, and digital content creation, this Return & Refund Policy explains the circumstances under which refunds may or may not be granted.
By purchasing any service through our website or through a custom quotation, you agree to the terms outlined below.
1. Custom Creative Services
All services provided by Astrix Visual are custom-made according to the client’s requirements, project scope, brand guidelines, and approved creative direction.
Due to the nature of digital and creative production, completed work, delivered files, and services already performed are generally non-returnable and non-refundable.
2. Project Initiation
After receiving payment, our team will typically contact the client within 1–3 business days to discuss the project requirements, workflow, timeline, creative direction, and any assets required to begin production.
Clients may be asked to provide materials such as logos, product images, branding guidelines, scripts, references, or other project-related assets before production begins.
3. Refund Eligibility Before Production Begins
A refund request may be considered only if production has not yet started.
If a refund is approved before production begins, any payment processing fees, transaction fees, banking fees, currency conversion fees, or other non-recoverable charges may be deducted from the refund amount.
Refund requests must be submitted in writing through our contact channels.
4. No Refunds After Production Has Started
Once project production, design, animation, editing, development, rendering, content creation, or any other form of work has begun, the project becomes non-refundable.
This applies regardless of:
Changes in business circumstances
Changes in marketing strategy
Internal company decisions
Delays caused by the client
The client deciding not to continue the project
The client changing their mind after work has commenced
The resources, time, planning, and production effort invested in the project cannot be recovered once work has started.
5. Revisions
Unless otherwise specified in a custom agreement, Astrix Visual includes up to two (2) rounds of revisions.
Revision requests must remain consistent with the originally approved project scope and creative direction.
Requests that significantly alter the original concept, require additional production work, or fall outside the agreed scope may be subject to additional charges.
6. Client Delays and Non-Responsiveness
Clients are responsible for providing timely feedback, approvals, and required project materials.
If a client becomes unresponsive before the initial project consultation and remains unreachable for more than fourteen (14) days, a refund may be considered. Any approved refund will be subject to the deduction of applicable transaction and processing fees.
If production has already started and the client becomes unresponsive, the project may be placed on hold until communication is restored.
No refunds will be issued once production has started, regardless of client inactivity or communication delays.
7. Final Delivery
Once the final deliverables have been completed and provided to the client, all sales become final.
No refunds, returns, cancellations, or exchanges will be available after final delivery.
Clients are encouraged to review project requirements carefully before approving milestones and final deliverables.
8. Payment Plans and Custom Agreements
Certain projects may be offered under custom payment arrangements or project-specific agreements.
Where a signed agreement, quotation, proposal, or contract contains refund terms that differ from this policy, the terms contained in the signed agreement shall take precedence.
9. Chargebacks and Payment Disputes
We encourage clients to contact Astrix Visual directly if they have concerns regarding a project, payment, or deliverables.
Most issues can be resolved quickly through communication and collaboration.
Initiating a chargeback or payment dispute after work has been performed may result in the suspension of ongoing services and the submission of project records, communications, approvals, invoices, and production evidence to the payment provider as part of the dispute resolution process.
10. Contact Us
If you have any questions regarding this Return & Refund Policy, project eligibility, or our services, please contact us before placing an order.
You may also contact us through the Contact Us page available on our website. Our team is happy to discuss project requirements, timelines, workflows, pricing, and service details before any payment is made.
