Refund Policy

Full refund

- before we deliver your first concepts; or - within 14 days of receiving your first concepts, if none of the directions work for you and we have completed at least one round of revisions to try to get there.

Partial refund

After you have approved a concept, and before final files are delivered, you may request a partial refund within 14 days of approval: up to 60% after one or two revision rounds, or up to 40% after three or four.

Not refundable

- once final files have been delivered or downloaded; - after five or more revision rounds; - more than 14 days after you approved a concept; - when the project was closed for inactivity (see below).

If we deliver work that is plagiarised or has a serious technical defect we cannot fix, you are entitled to a full refund at any time.

In larger brand packages (such as Brand Legacy), the logo phase is refundable under the rules above until you approve the logo. Once production of the wider brand system (guidelines, stationery, social, advertising and packaging assets) has started, the order is no longer refundable, because that work is built on the logo you approved.

• Before design work starts: full refund.
• After the design stage: if you have not approved the website design, we refund 50%.
• After you approve the design: development has started on that basis and the order is not refundable. We will, however, complete the work you have paid for.

Third-party costs paid on your behalf (themes, plugins, domains, platform subscriptions) cannot be refunded by us.

You can cancel at any time and you will not be charged for the next month. A month that has already started is not refundable once we have delivered the first content for that month; if nothing has been delivered yet, we refund that month in full.

Add-ons (for example logo animation or a social media kit) are refundable until work on that add-on starts. If we miss a deadline for rush delivery you paid for, the rush fee is refunded automatically.

If you do not respond for 30 consecutive days while we are waiting on you, we will remind you by email. If there is still no response after a further 10 days, the project is closed as delivered in its current state and is no longer refundable. You can ask to reopen it later, subject to availability.

Final delivery closes the project. New changes, extra concepts or new assets after that are new work and are quoted separately. If you would like us to leave your project out of our portfolio, just ask; it does not affect your refund rights.

Refunds go back to the original payment method: PayPal refunds to your PayPal account or card, bank transfers back to the account you paid from, and card payments to the same card. We send refunds within 5 business days of approving them; your bank or provider may take another 5 to 10 business days to show them.

We refund the amount we received. Currency conversion, international transfer and bank fees charged by your bank or payment provider are outside our control and are not refunded.

Email studio@greysignature.com from the address you used to order, with your order reference (it starts with GS-) and a short explanation of what is not working. We reply within one business day, usually with a plan to fix it, and confirm any refund in writing.

This policy does not affect any rights you have under the consumer protection laws of the country where you live.