Returns & Refunds Policy
This Returns & Refunds Policy outlines the terms under which Winkin Uno Creative ("we," "our," or "us") provides refunds for our branding and content services. We are committed to delivering high-quality work and treating all clients fairly.
1. Nature of Our Services
Our services are primarily intellectual property and creative work, including brand strategy, visual identity design, content production, and related deliverables. These are custom, made-to-order services tailored to each client's specific needs. Unlike physical products, creative services cannot be "returned" in a traditional sense.
Given the nature of our work, this policy balances:
- Protecting clients' interests through milestone-based payments and quality assurances
- Recognizing the value and effort invested in creative work
- Complying with applicable consumer protection laws in India
2. Milestone-Based Payment Structure
Our projects use a milestone-based payment structure to provide natural checkpoints and protection:
- Initial Payment (50%): Due upon signing the service agreement to initiate discovery and research
- Concept Payment (30%): Due upon presentation of initial concepts or strategic deliverables
- Final Payment (20%): Due upon delivery of final approved assets
This structure allows for evaluation at key stages and reduces risk for both parties.
3. Refund Eligibility
3.1 Before Discovery Phase Completion
If you decide to cancel the project before we deliver the discovery phase findings or initial concepts:
- Full Refund: Available if no work has commenced (within 48 hours of payment)
- Partial Refund: 70% of initial payment refunded if discovery work has begun but not completed
- Reason: Initial effort in research, interviews, and competitive analysis has value even if project does not proceed
3.2 After Concept Presentation
Once concepts or strategic deliverables are presented:
- Non-Refundable: Initial payment (50%) is non-refundable as substantive work has been delivered
- Concept Payment: Refundable only if concepts materially fail to meet the agreed brief and scope as documented in the service agreement
- Process: You must provide specific written feedback explaining how concepts deviate from agreed brief within 7 days of presentation
3.3 After Final Delivery
Once final deliverables are provided and approved:
- Non-Refundable: All payments are non-refundable once you approve final deliverables
- Defect Correction: If final deliverables have technical defects (corrupted files, incorrect formats), we will correct them at no charge within 30 days
- No Refund for Change of Mind: Dissatisfaction due to subjective preferences after approval does not qualify for refund
4. Grounds for Refund
Refunds may be issued under the following circumstances:
4.1 Non-Delivery
- We fail to deliver agreed milestones within the timeline specified in the service agreement plus a reasonable grace period (14 days)
- We become unable to fulfill the contract due to business closure or force majeure
4.2 Material Breach
- Deliverables fundamentally fail to meet the specifications outlined in the signed service agreement
- Work is substantively different from what was contracted (not minor subjective differences)
- We fail to deliver the agreed number of revision rounds or concepts
4.3 Quality Standards
- Deliverables contain technical errors that render them unusable (file corruption, wrong dimensions, missing elements)
- Work demonstrably fails to meet professional industry standards for similar services
5. Refund Process
To request a refund:
- Submit Written Request: Email [email protected] with "Refund Request" in subject line
- Provide Details: Include project details, invoice number, specific grounds for refund with supporting documentation
- Allow Review Time: We will review your request within 7 business days
- Discussion: We may schedule a call to discuss concerns and explore resolution options
- Decision: Written decision provided within 14 business days of request
- Processing: If approved, refunds processed within 30 days via original payment method
6. Refund Amounts
When refunds are granted, the amount depends on the stage of the project:
- Before Discovery Completion: Up to 100% of payments made (minus processing fees)
- After Discovery, Before Concepts: Up to 70% of initial payment
- After Concepts Presented: Up to 50% of total contract value if concepts fundamentally fail brief
- After Final Delivery: No refund, but correction of defects at no charge
7. Alternatives to Refunds
Before processing a refund, we may offer alternatives that better serve your interests:
- Additional Revision Round: Complimentary extra revision to address specific concerns
- Direction Change: Exploring alternative creative directions within scope
- Scope Adjustment: Modifying deliverables to better match your needs
- Credit: Project credit toward future services
- Mediation: Third-party mediation to resolve disagreements
8. Non-Refundable Items
The following are explicitly non-refundable:
- Third-party costs (stock photography, fonts, contractors) already purchased for your project
- Completed phases of work that met agreed specifications
- Changes in your business needs or priorities after work has commenced
- Subjective dissatisfaction after approving deliverables
- Payment processing fees and bank charges
- Work delivered more than 60 days prior (beyond defect correction period)
9. Client Responsibilities
To be eligible for refunds, clients must:
- Provide timely feedback during revision rounds (within 7 days of each presentation)
- Participate in scheduled discovery sessions and provide requested information
- Review and approve briefs, strategies, and concepts in a timely manner
- Communicate concerns immediately rather than waiting until project completion
- Provide specific, constructive feedback rather than subjective opinions
- Honor payment terms for completed milestones before requesting refunds for future milestones
10. Statutory Rights
This policy does not affect your statutory rights under Indian consumer protection laws. If you are a consumer, you retain all rights provided under:
- The Consumer Protection Act, 2019
- The Indian Contract Act, 1872
- Other applicable consumer protection legislation
If there is a conflict between this policy and your statutory rights, your statutory rights prevail.
11. Dispute Resolution
If you disagree with a refund decision:
- Internal Review: Request a second review by a senior team member
- Mediation: We can jointly appoint an independent mediator for dispute resolution
- Legal Recourse: You retain the right to pursue legal remedies under Indian law
- Consumer Forum: Consumer disputes may be brought before appropriate consumer forums
12. Force Majeure
In the event of force majeure (natural disasters, pandemics, war, government action, internet/infrastructure failures), we may be unable to deliver services as agreed. In such cases:
- We will notify you promptly of the situation and expected impact
- We will work collaboratively to reschedule or modify the project scope
- If the project cannot reasonably proceed, we will refund payments for undelivered milestones
- Refunds will be processed within 45 days of mutual agreement to terminate
13. Changes to This Policy
We may update this Returns & Refunds Policy from time to time. Changes will be:
- Posted on this page with an updated "Last Updated" date
- Communicated to active clients via email
- Applicable to contracts signed after the update date
- Existing contracts remain governed by the policy in effect at signing
14. Contact Us
For questions about refunds or this policy, contact us:
Winkin Uno Creative
150 Feet Ring Road
Rajkot, Gujarat 360005, India
Email: [email protected]
Phone: +91 79905 00005
15. Related Documents
- Terms of Use - General terms governing services
- Privacy Policy - How we handle your data
- Service Agreement - Specific terms for your project (provided upon engagement)