Refund & Cancellation Policy

Tilted Chair Creative LLC provides custom creative services, including brand strategy, branding and visual identity design, advertising campaigns, video production, photography, graphic design, web design and development, digital marketing, and marketing consulting. Because our services involve the investment of professional time, creative expertise, and in many cases third-party production costs, our refund policy reflects the nature of custom creative work rather than the sale of off-the-shelf products. Please read this policy carefully before engaging our services.

All creative services provided by Tilted Chair Creative LLC are custom in nature. Work performed by our team — including strategy development, creative concepting, design, writing, and production — represents a significant investment of professional time and expertise. Once work has been performed, it cannot be "returned" in the way that a physical product can. Accordingly, fees for work already performed are generally non-refundable, except as specifically described in this policy.

Most projects require a deposit prior to the commencement of work. Deposits are collected to reserve the Company's capacity for your project and to cover initial project costs. Deposits are non-refundable once work has commenced. If a project is cancelled before any work has begun, we will consider a refund of the deposit on a case-by-case basis. Please contact us promptly if you wish to cancel before work begins.

Work is considered to have "commenced" when the Company has begun any of the following: internal project setup, stakeholder interviews, discovery research, briefing, creative development, design work, production planning, or any other activity related to the project. Once work has commenced, the deposit is non-refundable and fees for work performed are owed by the Client.

Fees for work already performed are non-refundable. This includes all professional time invested in strategy development, creative concepting, design, writing, video production, photography, web development, and any other service activities. If a project is cancelled after work has commenced, the Client is responsible for payment of all fees for work completed through the date of cancellation.

Custom creative work — including logo designs, brand identity systems, advertising campaigns, video productions, photography sessions, and website designs — is developed specifically for each Client. Because this work is custom-created and cannot be resold or reused by the Company, fees for custom creative work are non-refundable once the work has been delivered or approved, regardless of whether the Client ultimately uses the work.

Fees for digital services, including digital marketing campaign management, paid advertising management, and digital strategy development, are non-refundable once services have been rendered. If you are dissatisfied with digital services, please contact us to discuss your concerns before requesting a refund.

Fees paid to the Company for advertising management services are separate from media spend placed on advertising platforms. Management fees are non-refundable for services already rendered. Media spend committed to advertising platforms may not be recoverable and is subject to the platform's own policies.

Media spend — funds used to purchase advertising on platforms such as Google Ads, Meta Ads, LinkedIn Ads, or other advertising platforms — is separate from the Company's service fees. Media spend is placed on behalf of the Client and is subject to the advertising platform's own billing and refund policies. The Company is not responsible for refunding media spend that has been committed to or spent on advertising platforms.

Third-party costs committed on the Client's behalf — including stock photography licenses, font licenses, software subscriptions, printing costs, production vendor fees, and other external expenses — are generally non-refundable. The Company will make reasonable efforts to minimize non-recoverable third-party costs in the event of project cancellation but cannot guarantee the recovery of costs already committed.

Production costs, including but not limited to crew fees, equipment rentals, location fees, talent fees, catering, and other on-production expenses, are non-refundable once committed. In the event of project cancellation after production costs have been committed, the Client is responsible for all committed production costs.

Video production involves significant pre-production, production, and post-production investment. Pre-production fees are non-refundable once pre-production work has commenced. Production day fees are non-refundable once the production date has passed or production has begun. Post-production fees are non-refundable once editing has begun. Third-party production costs committed for a video project are non-refundable.

Photography session fees are non-refundable once the photography session has taken place. If a session is cancelled with less than 48 hours notice, the full session fee may be charged. Third-party costs committed for a photography project, including location fees and talent fees, are non-refundable.

Graphic design fees are non-refundable for work already performed. If you are dissatisfied with design work, please communicate your concerns clearly during the revision process. We are committed to delivering work that meets your needs within the agreed scope.

Website development fees are non-refundable for work already performed. Website development projects involve significant investment in strategy, design, and development that cannot be recovered once performed. If a website project is cancelled after work has commenced, the Client is responsible for payment of all fees for work completed through the date of cancellation.

Marketing consulting fees are non-refundable for consulting sessions, strategy documents, or other deliverables already provided. Consulting work represents a significant investment of professional time and expertise and is non-refundable once the consulting service has been rendered.

If you wish to cancel a project before any work has begun, please contact us as soon as possible. We will review your request and consider a refund of any deposit paid on a case-by-case basis, taking into account any costs already incurred in connection with your project. Cancellation requests must be submitted in writing to contact@tiltedchaircreativetx.com.

If you cancel a project after work has commenced, you are responsible for payment of all fees for work completed through the date of cancellation, plus any non-recoverable third-party costs committed on your behalf. The Company will provide a final invoice reflecting all fees owed. Any amounts already paid will be applied against the final invoice.

If a project is delayed due to the Client's failure to provide required information, materials, approvals, or payments, the Company may place the project on hold. If a project is placed on hold for more than 60 days due to Client delays, the Company may consider the project cancelled and invoice for all work completed. Fees for work already performed are non-refundable.

If the Client fails to provide required approvals or feedback within the timeframe specified in the Project agreement, the Company may treat the work as approved and proceed to the next phase. Work completed prior to a missed approval is non-refundable.

Revision requests within the agreed scope of work are included in the project fee. Revisions beyond the agreed scope may be subject to additional fees. Dissatisfaction with the creative direction is not grounds for a refund if the work was developed in accordance with the agreed brief and creative direction. We encourage open communication throughout the creative process to address concerns before they escalate.

Refunds may be considered in the following circumstances: cancellation of a project before any work has commenced (subject to case-by-case review), demonstrable failure by the Company to deliver agreed deliverables within an agreed scope, or other circumstances where a refund is deemed appropriate at the Company's sole discretion. All refund requests are subject to review and approval.

The following are non-refundable under all circumstances: fees for work already performed, deposits once work has commenced, third-party costs committed on the Client's behalf, media spend placed on advertising platforms, production costs committed to third-party vendors, and rush fees or priority scheduling fees.

If you initiate a chargeback with your bank or credit card company for fees legitimately owed to the Company, the Company reserves the right to dispute the chargeback and to pursue collection of the outstanding amount through all available legal means. Initiating a chargeback for legitimate fees may result in suspension of services and potential legal action.

If you have a concern about fees charged or work performed, please contact us directly at contact@tiltedchaircreativetx.com before initiating any formal dispute process. We are committed to resolving disputes fairly and professionally. Please allow us the opportunity to address your concerns before pursuing other remedies.

To request a refund, please contact us in writing at contact@tiltedchaircreativetx.com with your name, company name, project description, the amount you are requesting to be refunded, and the reason for your refund request. We will acknowledge your request within 3 business days.

All refund requests are reviewed on a case-by-case basis. The Company will consider the nature of the services provided, the work completed, any costs incurred on the Client's behalf, and the circumstances of the request. We will provide a written response to your refund request within 10 business days of receipt. The Company's decision regarding refund requests is final.

The Company may, at its sole discretion, make exceptions to this refund policy in cases of extraordinary circumstances. Any exceptions granted are specific to the individual situation and do not create a precedent for future requests. Exceptions must be agreed to in writing by an authorized representative of the Company.

For questions about this Refund Policy or to submit a refund request, please contact us: Tilted Chair Creative LLC 10117 Willfield Dr Austin, TX 78753 United States Phone: 737-406-8561 Email: contact@tiltedchaircreativetx.com