Refund Policy

1. Introduction

This Refund Policy outlines the terms under which Orlux Creative provides refunds for services rendered. By engaging with our services, you agree to this policy in full. As a service-based business, our time and resources are allocated per project, and work begins shortly after booking confirmation. For that reason, refunds are limited and only provided under specific, pre-defined conditions.

2. Non-Refundable Deposits

All projects require a 50% deposit to secure the booking and initiate work. This deposit is non-refundable under any circumstances. It covers time spent on communication, planning, concept development, asset preparation, and scheduling — even before content production begins.

3. Refund Eligibility

Refunds will only be considered under the following exceptional circumstances:

A project is cancelled by Orlux Creative prior to production, without an alternative date being offered.
A clear failure to deliver any work, with no production, pre-production, or communication having occurred.

Refund requests must be submitted in writing to orluxcreative@gmail.com within 5 business days of the qualifying issue arising.

4. Services Not Eligible for Refund

We do not offer refunds for:

Change of mind after the project has begun
Dissatisfaction with subjective creative direction after agreeing to the brief
Missed deadlines caused by client delays (e.g., late feedback, missing assets, missed meetings)
Completed services, including delivered drafts or final files
Additional services or revisions beyond the agreed scope
Social media management packages once content planning or production has started

Refunds will also not be issued for any outcomes related to ad campaign performance, reach, engagement, or sales results, as marketing outcomes are influenced by external factors beyond our control.

5. Rescheduling and Credit

If a project must be postponed for legitimate reasons, we may — at our discretion — allow the deposit to be applied as credit toward a future project. The client must provide at least 7 business days’ notice to request rescheduling. This credit is valid for up to 90 days from the original booking date and must be agreed upon in writing.

6. Chargebacks and Disputes

Clients agree to contact Orlux Creative first to resolve any disputes before initiating chargebacks or formal complaints through a payment provider. Any unauthorised chargebacks will be considered a breach of contract, and we reserve the right to pursue legal or collection action to recover outstanding amounts and fees incurred.

7. Contact for Refund Enquiries

All refund-related enquiries must be submitted in writing to:

Orlux Creative
📧 orluxcreative@gmail.com
📍 Essex, United Kingdom

Please include your full name, project name or reference number, and a clear explanation of the reason for your request. We aim to respond to all refund requests within 5 working days.