1. No refunds, once delivered
DigiGo Studio operates a strict no-refund-once-delivered policy. "Delivered" means any of the following has occurred:
- A download link, file, repository access, or hosted environment containing the deliverable has been made available to the client by any means.
- A milestone has been submitted to the client for review.
- Production work on a milestone has commenced (designs in progress, code written, infrastructure provisioned).
Once any of the above has occurred, the fees associated with that deliverable or milestone are final and non-refundable.
2. Why advances are non-refundable
DigiGo Studio takes a 50% to 100% advance before beginning any engagement (see our company policy for the percentage breakdown by engagement type). The advance covers:
- Reserved studio capacity (your project displaces other work from our pipeline).
- Onboarding, discovery, research, and architecture work already performed.
- Software licenses, infrastructure, and third-party costs we front on your behalf.
- Time spent by senior staff on scoping, planning, and coordination.
These costs are real and irrecoverable. Once the advance has cleared and we have begun any of the above, the advance is non-refundable.
3. Digital goods are final
All downloadable digital goods sold by DigiGo Studio (templates, presets, kits, design files, source code, compiled software, fonts, datasets, documentation, and packaged exports) are charged at 100% in advance and are final, non-refundable, non-exchangeable, and non-cancellable once the download has been made available — irrespective of whether the client has actually downloaded the file.
This is industry standard for digital goods: once a file has been transferred there is no practical way to "return" it. By placing an order for a digital good you acknowledge and accept that you waive any right of withdrawal once delivery has occurred.
4. Narrow exceptions
The only situations in which a refund or credit may be issued are:
- Duplicate charge: if you were charged twice for the same order, we refund the duplicate within 7 business days of confirmation.
- Failed delivery: if a digital good cannot be delivered due to a technical failure on our side and we cannot resolve it within 14 days, we refund the affected purchase.
- Pre-production cancellation: if an engagement is cancelled in writing before any production work has begun and no third-party costs have been incurred, the advance is refunded less a 10% administrative fee.
All other situations — including dissatisfaction, change of mind, project scope changes initiated by the client, internal client decisions, or termination after work has commenced — are not eligible for a refund.
5. Chargebacks
Initiating a chargeback or payment reversal for an order that does not qualify under the exceptions above is a breach of this policy. We will contest such chargebacks with documentation of delivery and may pursue collection of the disputed amount.
6. How to raise a refund request
If you believe your situation qualifies under section 4, contact us in writing within fourteen (14) days of the charge with: your invoice number, the date of charge, the deliverable or product in question, and a description of why a refund is requested. We respond to refund requests within five (5) business days.
7. Relationship to company policy
This refund policy is read together with our company policy. In the event of a conflict, the company policy governs except on refund-specific questions, where this policy controls.