1. Concept Validation

A concept is considered validated when the client provides explicit approval of the initial concept, either by:

• Email confirmation, or
• Submitting a revision form with a rating of 6 points or above.

Validation confirms the design direction is on track, and revisions can still be requested within the project workflow.

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2. Full Refund Guarantee (Logo & Brand Design)

You can request a full 100% refund if you're not satisfied with your logo or brand design:

Before concept validation: You may request a full refund anytime before approving the initial concept.

After concept validation: You may request a full refund within 7 calendar days after validation, as long as final files have not been delivered or used.

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

Important Notes

• For all packages (Logo Design and Complete Branding), once the final package has been delivered, the project is considered complete and is no longer refundable, regardless of whether the files are downloaded, as full asset access has been granted.
• The Complete Branding package is a fully customized deliverable and therefore non-refundable once production begins. Production begins immediately once the project brief is submitted and our design team starts creating assets.

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3. Partial Refunds (Logo & Brand Design Only)

If more than 7 days have passed since concept validation, you may be eligible for a partial refund:

Requests made between 7 and 14 days after validation may qualify for a 40-60% refund, depending on project progress:

• 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.

Complete Branding packages are not eligible for partial refunds.

Where possible, we may also offer bonus concepts, redesign options, or future credits.

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4. 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
• The project becomes delayed due to no response from the client for 7+ days, after three follow-up attempts from our team

Exceptions:

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

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5. Client Inactivity / Order Completion

If the client does not respond, approve concepts, or provide needed feedback within 20 calendar days, the project will be marked as complete after three contact attempts.

After automatic completion:

• Work will be delivered as is
• No additional revisions or automatic refunds will be provided

This ensures timely project management and fairness for all clients.

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6. Post-Final Delivery Adjustments

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.

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7. 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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8. 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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9. How to Request a Refund

Email: hello@atthelab.ca

Include:

• Your company name
• A brief explanation of the issue

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

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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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