Last updated: May 1, 2026

Concierge Creative provides marketing, design, and consulting services to small and medium-sized businesses. This policy explains how refunds and cancellations work across our service offerings. For full contractual terms, please refer to the Master Client Agreement (MCLA) executed at the start of your engagement; this policy is a plain-language summary, and the MCLA controls in the event of any conflict.

Deposits

All projects begin with a deposit, which secures your place in our schedule and covers initial planning, research, and creative development. Deposits are non-refundable. In exceptional circumstances, Concierge Creative may, at its sole discretion, issue a partial or full deposit refund — typically where the engagement has not yet commenced or where mutually agreed during early-stage discovery.

Project-Based Engagements

If you cancel a project after work has begun, you remain responsible for fees corresponding to work completed through the date of cancellation, plus any non-recoverable third-party costs incurred on your behalf. Any fees paid in excess of work completed may be refunded at Concierge Creative’s discretion, evaluated on a case-by-case basis considering project stage, deliverables produced, and resources committed. Cancellation requests must be submitted in writing to support@conciergecreative.com.

Retainer Engagements

Retainer agreements may be cancelled with thirty (30) days’ written notice to support@conciergecreative.com. The retainer fee for the final 30-day notice period remains payable, and services will continue through the end of that period. Retainer fees already paid for completed service periods are non-refundable.

Digital Deliverables

Once digital deliverables (designs, files, websites, content, and similar work product) have been finalized, delivered, and paid for, they are non-refundable. Exceptions may be granted at Concierge Creative’s sole discretion in cases of significant deficiency in the work delivered.

Printed and Physical Items

For printed materials (business cards, signage, marketing collateral) and other physical goods, once an order has been placed with our print vendor, the order cannot be refunded, as costs have been incurred with third-party suppliers. Defective or damaged printed items will be replaced at no charge — please notify us within seven (7) days of receipt at support@conciergecreative.com.

How to Request a Cancellation or Refund

All cancellation and refund requests must be submitted in writing.

Email: support@conciergecreative.com Phone: (832) 464-5964

Please include your account name, project or invoice reference, and a brief description of your request. We aim to respond to all requests within two (2) business days.

Refund Processing

Refunds, when issued, will be processed to the original payment method used. Refunds may take 5–10 business days to appear on your account, depending on the payment processor and your financial institution.

Disputes

If you have a concern about a charge, please contact us first. We are committed to working with our clients to resolve issues directly, and most concerns can be addressed quickly through a brief conversation. Initiating a chargeback or dispute with your bank without first contacting us may delay resolution and is contrary to the dispute resolution process outlined in the Master Client Agreement.

Contact

Concierge Creative support@conciergecreative.com (832) 464-5964 conciergecreative.com