Refunds, in plain English.

VectorLayout provides custom creative services that are planned and produced specifically for each client. This policy exists so both sides understand what happens if a project is cancelled, paused, or ends earlier than expected.

Creative work is not the same as buying a physical product. Time is reserved, ideas are explored, files are prepared, and work-in-progress materials are created for a specific brief. Because that work can’t usually be resold or reused for someone else, refund rules work a little differently than they would for off-the-shelf items.

This policy should be read together with the Terms of Use. Where the two disagree on refunds or cancellations, this policy applies.

A project is only considered confirmed once the project scope is agreed in writing and the payment arrangement is agreed. This includes things like what will be produced, what formats are included, what the timeline looks like, and what the client needs to provide.

Work begins after confirmation and any required upfront payment has been received.

Some projects require a deposit before any work starts. Deposits help reserve time in the schedule and cover early-stage work such as planning, research, setup, and initial concepts.

Because every project is quoted individually, deposit requirements can vary depending on the type of service and the project size. Any deposit terms will be outlined during the booking and confirmation stage.

Where a deposit covers work that has already been carried out — for example, planning, research, or initial concepts — that portion may not be refundable, even if the project is cancelled before full delivery.

If a client cancels a confirmed project before any work has started, a refund may be available.

Any refund will depend on whether preparation or administrative work has already been completed. This can include items like discovery calls, written planning, file setup, initial research, or time already reserved and held specifically for the project.

To cancel, let us know in writing — via the contact form or email — as early as possible. The sooner we hear from you, the more likely we can release the reserved time and keep any refund straightforward.

Once work has started, refunds are generally not available. At that stage, VectorLayout has already invested time, skill, and resources into the project, including creative development and production work that can’t be repackaged for another client.

If a project ends early after work has begun, the client remains responsible for paying for work completed and any costs already incurred on the client’s behalf.

Completed work that has been delivered and approved is not eligible for a refund. Approval includes written confirmation, sign-off on final files, or any clear confirmation that the deliverables meet the agreed scope.

VectorLayout includes reasonable revisions where this is agreed as part of the project scope. What counts as “reasonable” can differ from project to project, so revision expectations are confirmed during booking.

Requests that change the original brief, add new deliverables, or extend the project beyond the agreed scope may be quoted separately and may require additional payment before the extra work begins.

Timelines depend on timely client input. Delays can happen if required information, content, files, access details, or feedback are missing or provided later than agreed.

When delays are caused by the client’s side, delivery dates may shift. If a project is paused for an extended period, VectorLayout may need to reschedule work to fit other booked projects.

If a client becomes unresponsive for an extended period, the project may be marked as inactive. VectorLayout will make reasonable attempts to contact the client using the details provided.

If the project remains inactive, VectorLayout may close the project. Any payments for work already completed remain payable, and any work completed up to that point may be delivered in its current state once outstanding balances (if any) are settled.

Website development work is custom-built and typically involves planning, setup, configuration, and staged implementation. For that reason, refunds are not normally available once development has started.

If third-party items are purchased for a website project, such as domain names, hosting services, premium plugins, themes, stock assets, or other paid tools, those purchases are generally non-refundable once bought. These items are often licensed, activated, or registered immediately and are controlled by the third-party provider’s terms, not VectorLayout’s.

Website maintenance is often scheduled and delivered across an agreed service period. If maintenance is prepaid, it may not be refundable once the service period has started, especially where time has been reserved or work has already been carried out.

If a maintenance arrangement ends early, any work already completed and any costs already incurred remain payable.

Some projects involve costs paid to third parties, such as hosting companies, domain registrars, premium plugin or theme providers, stock asset suppliers, and payment processors.

These providers set their own refund rules and may not offer refunds once a purchase is made. Any third-party charges are generally outside VectorLayout’s control and are not guaranteed to be refundable.

VectorLayout understands that unexpected situations can arise. In exceptional circumstances, VectorLayout may choose to offer a full or partial refund, credit, or alternative solution.

Any such decision is made at VectorLayout’s sole discretion and will be based on the specifics of the project, work already completed, and any costs already incurred. Nothing in this policy is intended to create an automatic right to a refund.

Where a refund is agreed, we’ll issue it to the original payment method where possible and confirm the expected timeframe in writing. Bank or processor handling times may affect how long the refund takes to reach you.

VectorLayout may update this policy from time to time to reflect how projects are delivered and managed. The latest version will always be available on the VectorLayout website.

If you have questions about this policy, or you’d like to discuss a cancellation or change of plans, please get in touch before taking any further steps. VectorLayout is happy to clarify what applies to your project and confirm the next best option in writing.