Refund & Cancellation Policy

1. Advance payments

The commencement advance covers discovery, planning and resource allocation. It is non-refundable once discovery has started, because that work is delivered to you regardless of whether the project continues.

2. Cancellation before work starts

If you cancel in writing within 48 hours of payment and before any discovery session or design work has begun, we refund the advance in full.

3. Cancellation mid-project

You pay only for completed and in-progress milestones. Amounts already invoiced for delivered milestones are non-refundable; unused prepaid balances are returned within 15 working days.

4. Non-refundable costs

Third-party expenses paid on your behalf cannot be recovered.

• Domain, hosting and cloud usage.
• Licences for fonts, plugins, stock media and paid APIs.
• Ad spend and platform fees on marketing retainers.
• WhatsApp / SMS conversation charges billed by the provider.

5. Retainers

Monthly retainers can be cancelled with 15 days' written notice. The current month is billed in full; unused hours do not carry forward and are not refundable.

6. Delay by BrandKul

If we miss an agreed milestone by more than 21 days for reasons entirely within our control, you may cancel and receive a pro-rata refund for the undelivered portion.

7. Quality disputes

Raise a written concern within 14 days of delivery. We will remediate defects against the approved scope at no cost. Dissatisfaction with subjective design choices already signed off is not a ground for refund.

8. How to request a refund

Email hello@brandkul.com with the subject "Refund request", your invoice number and the reason. We acknowledge within two working days and settle approved refunds to the original payment method within 15 working days.