Refund Policy

1. Our approach

At Zorya Studio, we invest significant time, skill and resources into every project from the moment work begins. Our refund policy reflects the nature of creative and technical services, where work product is created and consumed progressively throughout an engagement.

2. Deposits

All projects require a 50% deposit before work commences. This deposit is non-refundable under all circumstances, as it secures your place in our schedule and covers initial research, planning and project setup costs incurred before any deliverables are produced.

3. Cancellation after work commences

If you cancel a project after work has commenced:

• ✦The deposit is retained in full and is non-refundable
• ✦If work completed exceeds the deposit value, you will be invoiced for the additional work at the agreed project rate
• ✦All work completed up to the point of cancellation remains the property of Zorya Studio until all outstanding invoices are settled
• ✦Final files and source files will only be released upon receipt of all outstanding payments

4. Refunds on completed work

We do not offer refunds on work that has been completed and delivered in accordance with the agreed project brief and scope. If you are dissatisfied with a deliverable, we will work with you through our revision process to address your concerns. Dissatisfaction with a creative direction that was approved by the client at an earlier stage does not constitute grounds for a refund.

5. Retainer agreements

Monthly retainer fees paid in advance are non-refundable for the current billing period. Retainer agreements may be cancelled with 30 days' written notice. Any unused retainer hours in the final month will not be refunded but may be applied to a specific deliverable by agreement.

6. Exceptions

Refunds may be considered at Zorya Studio's sole discretion in exceptional circumstances, including where we are unable to deliver agreed services due to reasons within our control. Any such refund will be limited to the portion of payment relating to undelivered work.

7. Payment disputes

If you believe an error has been made in a charge, please contact us within 14 days of the payment date at hello@zorya.co.za with your invoice number and a description of the concern. We will investigate and respond within 5 business days.

8. Contact

For any questions about this policy or to discuss a specific situation, please reach us at hello@zorya.co.za. We are committed to resolving any concerns fairly and promptly.