Refund & Cancellation Policy

Last Updated: September 19, 2026

At Upstreet Studio, we provide digital, creative and technology services that may involve customized work, project preparation, reserved production time and third-party services.

This Refund & Cancellation Policy explains when a customer may request a refund or cancellation.

1. General Policy

Because our services are primarily digital and may involve work created specifically for a client, refunds are considered according to the stage of the project, the type of service purchased and the circumstances of the request.

We aim to handle refund requests fairly and transparently.

A payment does not automatically become non-refundable simply because work has started; however, the amount refundable may be affected by work already completed, costs already incurred and third-party charges that cannot reasonably be recovered.

2. Cancellation Before Work Begins

If you request cancellation before work has started and before Upstreet Studio has incurred non-refundable third-party costs specifically for your project, you may be eligible for a full or substantial refund.

Where payment-processing charges or other non-recoverable costs have already been incurred, the amount refunded may be adjusted to account for such costs where permitted by applicable law.

3. Cancellation After Work Has Started

If work has already started, a refund may be reduced to reflect:

Work already completed;
Project preparation;
Design or development work already performed;
Reserved production time;
Third-party services or licenses purchased for the project;
Other reasonable costs directly associated with the project.

Any remaining eligible balance will be considered for refund.

4. Completed Services

Once a service has been substantially completed and the agreed deliverables have been provided, it will generally not qualify for a full refund.

If there is a genuine issue with the delivered service, please contact us so that we can investigate and, where appropriate, correct the issue or provide another reasonable resolution.

5. Design and Creative Services

For customized services such as logo design, branding, graphic design, video production and other creative work, refunds may be affected once concepts, drafts or final creative work have been produced.

Where revisions are included in the purchased service, customers should use the included revision process to request reasonable changes within the agreed scope.

A change of mind after customized work has been produced does not automatically entitle the customer to a full refund.

6. Website and Development Services

For website design, development, eCommerce, integrations, automation and other technical services, the refund decision may take into account the amount of work already completed.

Where a website or technical project is delayed because the client has not supplied required information, content, access credentials, approvals or feedback, such delay will not automatically constitute a failure to deliver the service.

Where a technical issue is caused by Upstreet Studio within the agreed scope, we will first make reasonable efforts to correct the issue.

7. Subscription Services

For recurring services, customers may cancel future billing by contacting us before the next billing cycle.

Cancellation of a subscription generally stops future charges but does not automatically refund amounts already paid for a period that has already begun or services already provided.

If a recurring service cannot be provided by Upstreet Studio for a reason attributable to us, an appropriate refund or service adjustment may be considered for the affected unused period.

8. Digital Products and Downloadable Materials

Where applicable, digital products or downloadable materials may be non-refundable after they have been delivered, downloaded or accessed, except where required by applicable law or where the product is materially defective or was not delivered.

If you experience a problem accessing a digital product, please contact us and we will first attempt to resolve the issue.

9. Third-Party Services

Where a project includes third-party products, subscriptions, licenses, hosting, domains, plugins, APIs or other services, refunds may be subject to the refund terms of the relevant third-party provider.

We cannot guarantee a refund of a third-party fee that has already been paid and is non-refundable under that provider’s terms.

Where possible, we will help the customer understand the available options.

10. Non-Delivery or Failure to Provide a Paid Service

If you have paid for a service and Upstreet Studio fails to provide the agreed service within a reasonable period, please contact us so we can investigate.

Depending on the circumstances, we may:

Complete the service;
Correct the issue;
Extend the delivery period;
Provide an alternative solution; or
Issue an appropriate partial or full refund.

11. Duplicate or Incorrect Payments

If you believe that you have accidentally made a duplicate payment or paid the wrong amount, contact us as soon as possible.

After verification, we will review the transaction and, where appropriate, arrange a refund of the duplicate or excess amount.

12. Fraudulent or Unauthorized Transactions

If you believe a transaction was made without your authorization, contact us immediately.

We may request transaction details and other information necessary to investigate the matter.

Where a payment was processed through a third-party payment provider, the provider’s dispute and transaction procedures may also apply.

13. How to Request a Refund

Refund requests should be sent to:

Email: support@upstreetstudio.com

Please include:

Your full name;
Email address used for the purchase;
Order or transaction reference;
Service or product purchased;
Date and amount of payment;
Reason for the refund request;
Any relevant supporting information.

We may request additional information where necessary to verify the transaction.

14. Refund Review

Refund requests are normally reviewed within a reasonable period after we receive the necessary information.

We may contact you if additional information is required.

If a refund is approved, it will generally be processed through the original payment method where practical and permitted by the payment provider.

The time required for the funds to appear in your account may depend on your bank or payment provider.

15. Payment Processing Fees

Where a refund is approved, any treatment of payment-processing fees will depend on the circumstances of the refund and the applicable payment-provider rules.

Where applicable and permitted by law, non-recoverable third-party transaction costs may be deducted from a refund.

16. Chargebacks and Payment Disputes

We encourage customers to contact us first so that we can investigate and resolve legitimate payment or service concerns.

If you initiate a chargeback or payment dispute, we may provide the relevant transaction, order, communication and service-delivery information to the payment processor or financial institution handling the dispute.

Nothing in this section limits your rights under applicable law or the rules of the relevant payment network.

17. No Waiver of Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to remove or restrict any consumer right or remedy that cannot legally be excluded under applicable law.