On this page
In short
- Cancel before production starts and you get a full refund of the advance.
- Cancel after production starts and you pay for the work done so far.
- Approved refunds are paid back to your original payment method within 7–10 business days.
1. Cancelling a project
You can cancel at any time by emailing privacy@uvlglobal.com, or your project contact, from the email address used for the project. Please include your quote or invoice number. Cancellation takes effect when we confirm we have received it.
2. Refunds of the 50% advance
| When you cancel | Refund |
|---|---|
| Before production starts (we have not begun modelling or design work) | Full refund of the advance, less any non-refundable payment-gateway or bank charges |
| After production starts, before the first Draft is delivered | 50% of the advance is refunded. The rest covers work done and resources committed |
| After the first Draft is delivered | The advance is not refundable. You do not owe the balance unless you want the Final Files |
| After Final Files are delivered | No refund |
Rush fees are not refundable once rush work has started. Fees for extra views or change requests are refunded on the same basis as the view or work they relate to.
3. If we can't deliver
If we cancel a project, or can't deliver the agreed scope for reasons within our control, we refund every amount you paid for the work we haven't delivered.
4. Quality concerns
If a Deliverable doesn't match the agreed brief, tell us in writing within 7 days of delivery. We will fix it within your included revision rounds. If we still can't meet the agreed scope after the included rounds, we will offer a fair partial refund for the affected views.
5. What isn't a reason for a refund
- changing your mind about the design, materials or style after approving them;
- results that differ from your brief because the Client Materials were incomplete or inaccurate;
- delays caused by late feedback or missing materials; or
- the built or furnished project looking different from the visualisation.
6. How refunds are paid
Approved refunds are made to the original payment method, in the original currency, within 7–10 business days of approval. Your bank or card provider may take longer to show the credit. We cannot refund currency-conversion differences or charges made by your bank.
7. Your legal rights
This policy does not affect any rights you have under consumer protection laws that apply to you. Questions: privacy@uvlglobal.com.