Refund & Cancellation Policy Last updated: Dec 15, 2025
All payments made through Stripe are for custom digital design services. There are no physical goods and nothing is shipped.
This policy is written to be clear to customers and to third parties (payment processors, banks, and card networks): what is refundable, what is not, and when.
1) Definitions
“Cycle” = a specific 4-week service period associated with a specific payment. “Deliverables” = the design files created for you during the Cycle and delivered by email and/or shared folder/link. “Work Start” = when we begin creating custom work for your account for that Cycle (including concepting, layout, formatting, revisions, and production).
2) What you’re paying for
Each payment covers one Cycle of custom design work and delivery of the Deliverables for that Cycle.
Because the work is custom and time-based, value is created by the work performed and the files delivered—not by a “returnable” product.
3) Acceptance of this policy
By purchasing and/or paying an invoice, you confirm you have read and agreed to this policy. If you do not agree, do not purchase.
Once cancellation is confirmed, you will not be billed for a future Cycle. Cancellation stops future charges only and does not undo a current or completed Cycle.
5) Refunds: black-and-white rules
A) Before Work Start (current Cycle)
If you request cancellation before Work Start for the current Cycle, you will receive a full refund for that Cycle and no work will be delivered for that Cycle.
B) After Work Start (current Cycle)
If Work Start has occurred, the Cycle has already begun and time has been spent on custom work. In that case: • Delivered custom work is not refundable.
C) After Delivery (current or past Cycles)
Once Deliverables for a Cycle have been delivered (in whole or in part), that Cycle is considered performed. • No refunds are provided for any Cycle after Deliverables are delivered, because the service has been completed and the work is custom to you. • Past completed Cycles are not refundable.
6) Quality issues and fixes (instead of refunds)
If something is genuinely wrong (wrong dimensions, file issues, obvious production errors), email holden@theholden.ca within 7 days of delivery and we will correct the issue within a reasonable timeframe. This is the primary remedy for service errors.
7) Billing errors
If you believe you were charged in error (duplicate charge, wrong amount, charge after confirmed cancellation), email holden@theholden.ca as soon as you notice it. Verified billing errors are refunded or reversed in full for the affected charge.
8) Chargebacks and disputes
If you have any issue, contact holden@theholden.ca first so we can resolve it quickly.
If a chargeback is filed: • We may pause or stop ongoing work and cancel future Cycles while the dispute is reviewed. • We will provide Stripe/banks with relevant records (this policy, invoices, delivery timestamps, file links, and communication logs) to demonstrate services performed and delivered.
9) Legal rights
Nothing in this policy removes any non-waivable rights you have under applicable consumer protection law. Where local law requires a different outcome, the law controls.