1. Concept Validation

A concept is considered validated when the client indicates that the design direction is on the right track, either by:

• Email confirmation, or
• Submitting a revision form with a rating of 6 points or above (indicating the design direction is on track)

Validation simply confirms that the design direction aligns with the client's vision. Clients can continue to request revisions within the project workflow until the final design is completed.

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2. Logo & Brand Design Refund Policy

Full Refund (100%)

You may request a full refund for your logo or brand design if you are not satisfied, under the following conditions:

Before concept validation: You may request a full refund at any time before approving the initial logo concept.

After concept validation: You may request a full refund within 7 calendar days of concept validation, provided that final logo files have not been delivered or used.

Revision Requirement: If you are not satisfied with the initial logo delivery, we ask that you allow us to complete at least one revision request based on your feedback before requesting a refund.

If you remain unsatisfied after the revision, you may still request a refund in accordance with the rules above.

No questions asked - our priority is to ensure you feel completely safe working with us.

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Partial Refunds (Logo & Brand Design Only)

Requests made 7-14 days after concept validation may qualify for a partial refund:

• 1-2 completed revision rounds → up to 60% refund
• 3-4 completed revision rounds → up to 40% refund

Requests made after 14 days but before final package delivery will be reviewed on a case-by-case basis, with limited eligibility.

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Non-Refundable Situations

Refunds cannot be issued under the following conditions:

• 14 days or more have passed since concept validation (logo design)
• Final logo or Complete Branding files have been delivered, approved, accessed, or downloaded
• Five or more revision rounds have been completed

Exceptions: At The Lab will take responsibility in cases of proven design plagiarism or major technical errors, such as corrupted files, missing assets, or incorrect formats.

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3. Complete Branding Package Refund Policy

The Complete Branding package includes multiple fully customized design deliverables (logo, website, marketing collateral) and requires significant time and resources from our design team.

Clients may request a refund for the logo phase in accordance with the Logo & Brand Design Refund Policy before Complete Branding production begins.

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Once the logo concept is approved and Complete Branding production starts (after the client completes the project intake form), the package becomes non-refundable.

This ensures clarity, fairness, and protection for both clients and our creative team.

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4. Client Inactivity / Order Completion

To ensure timely project delivery, we require active client participation throughout the project.

If the client does not respond, provide required information, submit feedback, or approve concepts for 20 calendar days, the project may be marked as complete due to inactivity.

We will make reasonable attempts to contact the client before marking a project as complete.

Once a project is marked as complete:

• Work completed up to that point will be delivered as-is
• No additional revisions will be provided
• The project becomes non-refundable

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5. Post-Final Delivery Adjustments & Refund Process

Once the final logo package or Complete Branding deliverables have been delivered:

• Any additional changes or new requests will require an extra fee, as they fall outside the original project scope

Before a Refund, We'll Always Try to Fix It

Our goal is to deliver a brand you love. Before processing a refund, we may offer:

• Assignment to a different designer
• Bonus logo concepts or additional design directions
• Direct support from a Project Manager

These steps often resolve issues quickly and effectively.

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How Refunds Are Processed

• Refunds are issued to the original payment method
• Processing time depends on your bank or payment provider
• Every refund is logged in your project record for transparency

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How to Request a Refund

Email: hello@atthelab.ca

To request a refund, please provide:

• Your company name
• A brief explanation of the issue

We'll review your request promptly and work toward the best solution.

6. Our Promise to You

You'll never be stuck with a design you don't love. Whether through extra concepts, a different designer, or a refund, we'll always ensure your brand receives the right creative direction.

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