Refund Policy

We want you to be happy with the work, and we also need to protect the time that goes into custom creative projects. This policy explains how cancellations and refunds work.

Before work starts

If you cancel after accepting a proposal but before we begin work, we will refund any payment you made in full, less any payment-processing fees we cannot recover.

After work has started

Creative work begins as soon as we start on your brief, so deposits and milestone payments cover time already spent and are generally not refundable once work has begun.

If you cancel part-way through a project:

• you pay for the work completed up to the date of cancellation;
• we refund any amount you have paid beyond that;
• we hand over the work completed to that point, once payment for it is settled.

If we cannot deliver

If we are unable to deliver what was agreed in the proposal, we will refund the portion of your payment that relates to the work not delivered.

Quality concerns

If a delivered file does not match the agreed brief, tell us within 7 days of delivery. We will first fix it through the revisions included in your package. If we cannot resolve it, we will discuss a partial or full refund for the affected deliverable.

Not covered

Refunds are not available for:

• changes of mind after final delivery has been approved;
• additional work you requested outside the agreed scope that has been completed;
• third-party costs already paid on your behalf, such as licensed assets, stock or music.

How to ask

Email hello@icelystudio.net with your project name and the reason for your request. We aim to reply within 5 working days, and approved refunds are returned using the original payment method where possible.