Return & Refund Policy

ORD Studio provides digital services where time, expertise, and production capacity are committed from the moment a project begins. Because of the nature of this work, our refund policy reflects the reality that delivered hours, planning, and reserved studio time cannot be returned. We aim to be fair and transparent about these expectations before any engagement starts.

General Policy

Digital services including website design, development, automation setup, strategy work, consultation time, and research are generally non-refundable once work has begun. This applies regardless of whether a physical product was delivered, because the value is in the time, expertise, and process committed to the project. Partial refunds may be considered on a case-by-case basis where significant work has not yet been completed.

Deposits and Advance Payments

Most ORD Studio projects require a deposit or advance payment to reserve a project slot and begin work. This deposit represents a commitment on both sides. By paying a deposit, you confirm readiness to proceed and allow ORD Studio to allocate time and resources accordingly. Deposits are non-refundable once the studio has begun preparation, planning, or research related to your project, even if formal development has not yet started.

Project Cancellations

If a client cancels a project before any work has started and before the studio has invested time in planning, research, or preparation, refund eligibility will be assessed based on how much of the studio's capacity was committed. If a cancellation request is received before the project kickoff, a partial refund may be considered after deducting any time already spent.

If a cancellation occurs after the project has started, no refund will be issued for work already completed, time already spent, or production capacity already reserved for that project period. ORD Studio will provide an account of work completed at the time of cancellation.

Work Already Completed

All work completed up to the point of cancellation or dispute is billable, regardless of whether it has been delivered to the client in its final form. This includes research, planning documents, design drafts, development work in progress, configured automations, and any internal work undertaken as part of the engagement. Clients will not be charged for work beyond what was completed at the time of cancellation.

Retainers and Ongoing Support

Monthly support, operations retainers, and recurring service periods are billed in advance and are non-refundable for the active period. To cancel a retainer or ongoing arrangement, the client must provide advance written notice as specified in the engagement agreement, typically no less than 14 to 30 days before the next billing cycle. Cancellations that do not meet the notice requirement may be processed for the following cycle only.

No refund is due for delays within a retainer period caused by missing client content, feedback, approvals, or responsiveness. Unused retainer hours or capacity in a given period do not carry over and are not refundable.

Refund Review

Refund requests that fall outside of the standard policy will be reviewed on a case-by-case basis at ORD Studio's discretion. If you believe you have a legitimate concern, contact us directly with a clear explanation of the situation. We approach every review in good faith and with the intent to reach a fair resolution. We do not automatically approve or deny requests without review.

Dispute Resolution

If you have a concern about a payment, deliverable, or service outcome, please contact us directly at andreicostasco3@gmail.com before initiating a chargeback or dispute through a payment provider. Chargebacks initiated without prior communication will be contested. We are committed to resolving issues professionally and prefer to work through disagreements directly with our clients. Most concerns can be addressed through honest conversation.