Legal

Refund &
Cancellation
Policy

1. Scope of this policy

This policy applies to all services purchased from CREOVANTA LLC and forms part of our Terms of Service. It covers one-off projects, monthly retainers and individually purchased items.

2. Before production begins

If you cancel an order before we have started production, you receive a 100% refund of the amount paid for that order. "Production begins" means the point at which we start concept or design work on your brief, which is never earlier than the kickoff confirmation we send you by email.

3. After production begins, before first delivery

If you cancel after production has begun but before the first delivery, you are refunded the portion of the fee corresponding to work not yet performed. We provide a written breakdown of the work completed with the refund calculation. A minimum of 25% of the order value is retained to cover work already carried out.

4. After delivery

Once deliverables have been supplied, the remedy for work that does not match the agreed brief is revision, not refund. You are entitled to the revision rounds stated in your scope, and we will correct anything that does not meet the written brief at no charge.

Refunds are not available for delivered work that meets the agreed brief but does not achieve a commercial result, because advertising performance depends on factors outside our control (see clause 10 of the Terms of Service).

If a delivery objectively fails to meet the agreed brief and we are unable to correct it within a reasonable time, a partial or full refund of the affected deliverables will be issued.

5. Monthly retainers

1. Retainers renew automatically each month until cancelled.
2. You may cancel at any time up to 7 days before the next renewal date by emailing contact@creovantallc.com. There is no cancellation fee and no minimum term beyond the current paid month.
3. Any future month that has been paid for but not started is refunded in full.
4. The current month is refundable on a pro-rata basis for deliverables not yet produced, provided you notify us within the first 7 days of that month.
5. Unused deliverables do not roll over into the following month unless we have agreed this in writing.

6. Duplicate, incorrect and unauthorised charges

Duplicate charges and amounts billed in error are refunded in full as soon as they are confirmed. If you believe a charge on your statement was not authorised, contact us immediately and we will investigate and refund where appropriate.

7. How to request a refund

Email contact@creovantallc.com with:

• the invoice or order number;
• the email address used for the purchase;
• the reason for the request.

We acknowledge every request within 1 business day and give a decision within 5 business days.

8. How refunds are paid

Approved refunds are returned to the original payment method in the original currency (USD). Once issued, funds typically appear within 5–10 business days, depending on your bank or card issuer. We do not charge a processing fee on refunds. Currency conversion differences applied by your bank are outside our control.

9. Services we cannot refund

• Third-party costs already incurred on your behalf and approved by you, such as stock media licences, fonts or music.
• Advertising media spend, which is paid by you directly to the advertising platform and never held by us.
• Work terminated because of a breach of the acceptable use clause in our Terms of Service.

10. Talk to us before a chargeback

If something has gone wrong, contact us first. We resolve almost every billing issue directly and quickly, and a chargeback filed without contacting us delays a resolution for both sides. Nothing in this policy affects any statutory rights you may have under applicable law.

11. Contact

CREOVANTA LLC
{{BUSINESS ADDRESS}}
Email: contact@creovantallc.com
Support hours: Monday–Friday, 09:00–18:00 (UTC)