Return Policy

1. Overview

At Dhorxellzelghun, we are committed to delivering exceptional UX/UI design services that meet and exceed your expectations. We understand that investing in design services is a significant decision, and we want you to feel confident in your choice to work with us. This Return Policy outlines the terms and conditions under which refunds and service adjustments may be requested.

Please read this policy carefully before engaging our services. By purchasing or contracting our design services, you acknowledge that you have read, understood, and agree to be bound by this Return Policy. This policy applies to all design services, packages, and products offered by Dhorxellzelghun.

2. Service Satisfaction Guarantee

We take pride in our work and strive to ensure complete client satisfaction. Our design process includes multiple review stages and revision rounds to ensure the final deliverables meet your requirements and expectations. We work collaboratively with you throughout the project to address any concerns and make necessary adjustments.

Our commitment to quality means that we will work diligently to resolve any issues or concerns you may have with our services. We encourage open communication throughout the project lifecycle to ensure alignment with your vision and objectives.

3. Refund Eligibility

Refund requests are evaluated on a case-by-case basis and must be submitted in writing within the timeframes specified in this policy. To be eligible for a refund, certain conditions must be met, and the request must be made in accordance with the terms outlined below.

3.1 Initial Consultation Phase

If you are not satisfied with the initial consultation or discovery phase of the project, you may request a full refund within 7 days of the project commencement date, provided that no design work has been delivered. This allows you to assess our approach and determine if our services align with your needs without financial commitment.

3.2 Early Project Stage

For projects in the early stages where initial concepts or wireframes have been delivered, refund requests will be evaluated based on the work completed. If you wish to discontinue the project within 14 days of receiving the first deliverables, you may be eligible for a partial refund. The refund amount will be calculated based on the percentage of work completed and resources allocated to your project.

3.3 Mid to Late Project Stage

Once a project has progressed beyond the initial design phase and substantial work has been completed, refunds become more limited. However, we remain committed to addressing any concerns and will work with you to find a satisfactory resolution. This may include additional revision rounds, adjustments to the scope, or other accommodations to ensure your satisfaction.

4. Non-Refundable Services

Certain services and circumstances are not eligible for refunds. These include but are not limited to:

4.1 Completed Projects

Once a project has been completed, all deliverables have been provided, and final approval has been given, the project is considered closed and is not eligible for a refund. Completion is defined as the delivery of all agreed-upon design assets and the client's acceptance of the final work.

4.2 Custom Design Work

Due to the custom nature of our design services, work that has been specifically created for your project cannot be refunded once it has been delivered to you. This includes custom graphics, design systems, prototypes, and other bespoke deliverables that have been tailored to your specific requirements.

4.3 Third-Party Services

Any third-party services, licenses, or resources purchased on your behalf as part of the project are non-refundable. This includes stock images, fonts, plugins, or other assets that have been acquired specifically for your project.

4.4 Rush or Priority Services

Projects that have been expedited or given priority status with associated rush fees are not eligible for refunds on the rush service charges, even if the project itself is cancelled or refunded.

5. Revision Policy

Each service package includes a specified number of revision rounds. These revisions are designed to refine the design and ensure it meets your expectations. We encourage you to provide detailed feedback during each revision round to help us achieve the desired outcome.

5.1 Included Revisions

The number of revision rounds included in your package is specified in your service agreement. These revisions cover adjustments to the design based on your feedback, including changes to layout, color schemes, typography, and other design elements within the agreed scope.

5.2 Additional Revisions

If you require revisions beyond what is included in your package, additional revision rounds can be purchased at our standard hourly rate. We will provide a quote for any additional work before proceeding to ensure transparency and agreement on costs.

5.3 Scope Changes

Significant changes to the project scope that were not part of the original agreement may require a project reassessment and additional fees. We will discuss any scope changes with you and provide updated pricing before proceeding with the additional work.

6. Refund Process

If you believe you are eligible for a refund based on the terms outlined in this policy, please follow the process below:

6.1 Submit a Request

Contact us in writing via email at callme@dhorxellzelghun.world with your refund request. Include your project details, the reason for the refund request, and any supporting documentation that may be relevant to your case.

6.2 Review Period

We will review your refund request within 5-7 business days. During this time, we may reach out to discuss your concerns and explore potential solutions that may address your needs without requiring a refund.

6.3 Decision Notification

Once we have completed our review, we will notify you of our decision via email. If your refund is approved, we will provide details on the refund amount and the expected timeline for processing.

6.4 Refund Processing

Approved refunds will be processed within 10-14 business days using the original payment method. Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.

7. Project Cancellation

Either party may cancel a project at any time, subject to the terms outlined in this policy and your service agreement.

7.1 Client-Initiated Cancellation

If you choose to cancel a project, you will be responsible for payment for all work completed up to the cancellation date. This includes any design work, research, planning, and other services that have been provided. We will provide an invoice detailing the work completed and the amount due.

7.2 Agency-Initiated Cancellation

In rare circumstances, we may need to cancel a project. This may occur if we determine that we cannot meet your requirements, if there are significant communication or collaboration challenges, or for other legitimate business reasons. In such cases, we will provide a full refund of any payments received for work not yet completed.

8. Dispute Resolution

We are committed to resolving any disputes or concerns in a fair and professional manner. If you have a complaint or concern about our services, we encourage you to contact us directly so we can work together to find a resolution.

8.1 Internal Resolution

We will make every effort to resolve disputes internally through open communication and negotiation. Our goal is to find a solution that is satisfactory to both parties and maintains a positive working relationship.

8.2 Mediation

If we are unable to resolve a dispute through direct communication, we may agree to engage in mediation with a neutral third party. Both parties would share the costs of mediation equally.

8.3 Legal Action

As a last resort, disputes may be resolved through legal action in accordance with the laws of New Zealand. We hope to avoid this outcome and encourage resolution through the methods outlined above.

9. Service Modifications

We reserve the right to modify this Return Policy at any time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any modifications indicates your acceptance of the updated policy.

10. Intellectual Property Rights

Until full payment has been received, all design work and intellectual property rights remain the property of Dhorxellzelghun. Upon receipt of full payment, ownership of the final deliverables transfers to you as outlined in your service agreement. If a refund is issued, all intellectual property rights remain with Dhorxellzelghun, and you must cease use of any design work provided.

11. Payment Terms

Our standard payment terms require a deposit before work begins, with the balance due upon project completion. Specific payment schedules are outlined in individual service agreements. Failure to make payments according to the agreed schedule may result in project suspension or cancellation.

11.1 Deposits

Deposits are typically non-refundable as they secure your project slot and cover initial project setup and planning. The deposit amount varies based on the service package and is specified in your service agreement.

11.2 Final Payment

Final payment is due upon delivery of completed work and before final files are released. We accept various payment methods including bank transfer, credit card, and other electronic payment options.

12. Contact Information

If you have any questions about this Return Policy or wish to discuss a refund request, please contact us:

Dhorxellzelghun
Level 5, 12-16 Lorne Street
Auckland Central, Auckland 1010
New Zealand
Phone: +64 9 379 4567
Email: callme@dhorxellzelghun.world

We value your business and are committed to providing exceptional service. Thank you for choosing Dhorxellzelghun for your UX/UI design needs.