Refund Policy
Design is custom work, so refunds work a little differently than they would in a shop. We've tried to keep this fair, simple and in line with European consumer law.
Your 14-day withdrawal right
If you hire us as a consumer — that is, for a purpose outside your trade or business — you have 14 days to withdraw from the contract without giving a reason, under Directive 2011/83/EU. Design work made to your specifications is customised, so that right ends as soon as you ask us to start and acknowledge that you lose it by doing so. If we haven't started, you get everything back within 14 days of your withdrawal.
Business clients are not consumers, so this withdrawal right doesn't apply to them — the terms below do instead.
Before work starts
If you cancel within 7 days of paying and we haven't started yet, you get a full refund. No questions, no forms.
After work has started
Once we've begun, we refund the portion of the project we haven't worked on yet. We'll show you the hours logged and the stage reached, so you can see exactly how the amount was calculated.
- Discovery stage completed: 75% refunded
- First concepts presented: 40% refunded
- Final files delivered: no refund
Monthly Partner plan
You can cancel with 30 days' notice. Unused hours from the current month aren't refunded, but they don't vanish either — we'll use them during the notice period.
If something went wrong
If you feel we didn't deliver what we agreed on, tell us. We'd rather fix it than argue. Most issues get sorted with an extra revision round at no cost. Nothing here limits your statutory rights, including the legal guarantee of conformity for digital content and services.
How to request a refund
Email info@raniaranda.com with your invoice number, or send a message through the contact form. We reply within two working days during studio hours, and approved refunds go back to the original payment method within 10 working days at no charge to you.