1. How payment works
- Standard orders: 50% deposit to start production, balance on delivery
- $99 trial cuts are prepaid in full and credited toward your first pack
- Retainers and volume packs are billed per the schedule in your order confirmation
2. What is refundable
- Deposits for production that has not yet started are refundable in full
- If we cannot start your brief within the quoted turnaround for our own reasons, the deposit is refunded in full
- Duplicate or erroneous charges are refunded in full once confirmed
3. What is not refundable
- Work already produced to the agreed brief, including delivered cuts and completed revision rounds
- $99 trial cuts once production has started — the trial is a paid sample, not a free test
- Delays caused by missing brief materials, late feedback, or changes outside the agreed scope
4. Revisions vs refunds
Quality issues are fixed through the included revision rounds first (6 rounds included on standard orders). A refund is considered only where the deliverable cannot be brought to the agreed brief after the revision process. Change of concept is quoted as new production, not refunded as old production.
5. How refunds are paid
Approved refunds go back through the original payment channel (Wise, PayPal, or wire transfer) within 10 business days. Cross-border transfer fees on the refund, if any, are deducted at cost.
Dispute before chargeback
Talk to us first — most billing issues are resolved within 48 hours. A chargeback freezes the whole pipeline for both sides; a direct email gets you an answer and, where due, your money back faster.
Contact
Billing questions: anya@roveframe.com. Related documents: Terms of Service · Privacy Policy.