Refund & Cancellation

This Refund & Cancellation Policy explains the general approach LUNSY UI (“we,” “us,” or “our”) applies to cancellations, refunds, project pauses, and payments for professional web interface design and user experience services. Because design projects vary in scope, schedule, and billing structure, the specific proposal, invoice, statement of work, or other accepted project document may establish different or more detailed terms. Where a project document conflicts with this general Policy, the project document will control for that engagement.

LUNSY UI provides professional services rather than standardized physical goods. Design work frequently involves time reserved for a client, analysis of client materials, planning, research within the agreed scope, interface exploration, preparation of visual directions, meetings, revisions, documentation, and other work that becomes valuable as it is performed. For that reason, refunds are evaluated based on the status of the project and the amount of work already completed rather than on a general retail return model.

1. Project-Specific Payment Terms

Payment amounts, due dates, milestones, deposits, retainers, reservation fees, or staged payments will be stated in the applicable project agreement, proposal, or invoice. The website’s listed prices are starting prices for defined design categories and are not a universal cancellation or refund schedule.

A client should review the applicable project document before approving or paying an invoice. If a project document identifies a payment as non-refundable, earned upon receipt, tied to a reserved time period, or otherwise subject to a specific cancellation rule, that written project term will apply to the extent permitted by law.

2. Cancellation Before Work Begins

If a client cancels a project before substantive work has started, LUNSY UI will review the amount paid, the terms of the accepted project document, any time that was reserved, administrative work already performed, and any non-cancellable third-party costs incurred specifically for the client.

Where no project-specific non-refundable payment term applies and no meaningful work or committed cost has been incurred, amounts not yet earned may be eligible for refund. If a payment was made specifically to reserve project availability or compensate for work already completed during onboarding, that portion may not be refundable if the applicable project agreement says so.

3. Cancellation After Work Has Started

Once work has started, fees corresponding to work already performed are generally earned and are not refundable. This may include analysis, meetings, user journey planning, content hierarchy work, component exploration, interface concepts, review preparation, revisions, documentation, project management, and other services completed before the cancellation request.

If the amount paid exceeds the value of work earned under the applicable project terms, LUNSY UI may refund the unearned balance after accounting for completed work, approved expenses, non-cancellable commitments, and any cancellation fee expressly stated in the project agreement. If completed work exceeds the amount already paid, the client may remain responsible for the unpaid earned amount as permitted by the project agreement and applicable law.

4. Milestone-Based Projects

When a project is divided into milestones, each milestone may be treated as a separate stage of work for billing and cancellation purposes. A milestone may include activities such as discovery, user journey planning, component direction, page hierarchy design, consistency review, revision, or final documentation.

If a client cancels after a milestone has begun, the fee allocated to that milestone may be partly or fully earned depending on the amount of work performed and the terms of the project agreement. Completion of a milestone does not guarantee a refund simply because later milestones are cancelled.

5. Deposits, Reservation Fees, and Retainers

Some projects may require an initial payment before work is scheduled. The purpose of that payment may include reserving design capacity, covering onboarding and planning work, or beginning the first project phase. Whether that payment is refundable depends on the language used in the applicable proposal or invoice.

If a payment is expressly identified as a non-refundable reservation fee, retainer, or earned initial payment, it will be handled according to that written term and applicable law. If the project document does not address refundability, LUNSY UI will evaluate the work performed and amounts reasonably earned before determining whether a balance is refundable.

6. Client-Caused Delays

Project timelines often depend on timely client feedback, content, approvals, brand materials, existing interface files, access to relevant references, and consolidated stakeholder decisions. If a project is delayed because the client does not provide required information or feedback, the project may be paused, rescheduled, or moved to a later availability window.

A delay or pause caused by missing client input does not automatically create a right to a refund for work already completed or time already reserved. If a project remains inactive for an extended period, LUNSY UI may require a revised schedule or updated scope before work resumes.

7. Paused Projects

A client may request a temporary pause. LUNSY UI will make reasonable efforts to accommodate the request but cannot guarantee that the original schedule or team availability will remain available when the project resumes.

Amounts already earned for completed work remain payable during a pause. If the pause materially changes the schedule, scope, deliverables, or resource allocation, a revised project document may be required before work continues.

8. Cancellation by LUNSY UI

LUNSY UI may suspend or cancel a project where continued work becomes impractical or inappropriate, including circumstances involving material nonpayment, unlawful requests, abusive or threatening conduct, repeated failure to provide necessary project information, significant undisclosed conflicts, or a material breach of the applicable project agreement.

If LUNSY UI cancels a project for reasons not caused by the client and no project-specific rule applies, we will evaluate completed work and amounts paid and will generally return any clearly unearned portion of prepaid fees, excluding non-cancellable costs reasonably incurred for the project. If cancellation results from the client’s breach, refund eligibility may be limited by the applicable agreement and the amount of work already performed.

9. Revisions Are Not Refund Events

Professional design work normally involves review and revision. A client’s request for reasonable revisions within the agreed scope does not itself create a right to a refund. The revision process exists to refine the approved design direction according to the project agreement.

If the client requests a fundamentally different direction, additional pages, additional states, a new user journey, new components, major content restructuring, or work beyond the agreed scope, that request may require additional fees rather than a refund of work already completed.

10. Dissatisfaction With Subjective Design Preferences

Interface design includes professional judgment and subjective visual preferences. LUNSY UI aims to follow the agreed brief, project goals, supplied constraints, approved direction, and revision process. A preference change after work has been performed does not automatically make completed professional services refundable.

If a client believes a deliverable materially fails to match the agreed written scope, the client should identify the specific issue promptly so the parties can determine whether a correction, revision, scope clarification, or other remedy is appropriate.

11. No Refund Based on Unimplemented Results

LUNSY UI provides design services, not guaranteed implementation or business outcomes. A client’s decision not to implement a design, a developer’s inability to reproduce a design exactly, a platform limitation, a later change in business priorities, or the absence of a particular commercial result does not automatically make completed design services refundable.

Clients are responsible for confirming technical feasibility with their implementation provider and for testing the completed website in the real environment where it will operate.

12. Third-Party Costs

If a project requires a third-party asset, font license, stock material, platform cost, or other external expense that the client has approved, the refundability of that expense depends on the third party’s rules. LUNSY UI cannot guarantee a refund for a non-refundable third-party charge.

Any third-party cost should be disclosed or approved before it is incurred when practical. If a separate provider refunds an approved expense to LUNSY UI, the corresponding client treatment will be handled according to the applicable project agreement and accounting requirements.

13. Chargebacks and Payment Disputes

Clients should contact LUNSY UI before initiating a payment dispute or chargeback so that project records, invoices, completed work, and the applicable agreement can be reviewed. A chargeback does not automatically cancel contractual obligations or transfer ownership of unpaid deliverables.

LUNSY UI may provide the payment provider with relevant project documentation, communications, invoices, acceptance records, and evidence of completed services when responding to a payment dispute.

14. How to Request a Cancellation

A cancellation request should be made in writing and should identify the client, project, and requested effective date. The request should be sent through the business email address listed below. A cancellation is not complete merely because a client stops responding or stops using deliverables.

After receiving a cancellation request, LUNSY UI may provide a final status summary identifying work completed, outstanding decisions, amounts earned, unpaid invoices, deliverables available for release, and any refund balance if applicable.

15. Refund Processing

If a refund is approved, it will be processed using a reasonable method consistent with the original payment arrangement and applicable payment-provider rules. Processing times can depend on the bank or payment provider and may continue after LUNSY UI has initiated the refund.

We may request information reasonably necessary to verify the payment and prevent duplicate or fraudulent refund requests. Refunds will not be issued to an unrelated third party merely because that person asks to receive the funds.

16. Effect of Refunds on Deliverables and Rights

If a payment is refunded for work that has not been earned, the client does not receive rights to unpaid or refunded design work unless a written agreement expressly states otherwise. Ownership and license rights remain subject to the applicable project agreement and payment status.

Drafts, exploratory directions, internal working files, rejected concepts, and unpaid deliverables remain subject to the ownership terms in the Terms of Service and any project-specific agreement.

17. Statutory Rights

Nothing in this Policy is intended to eliminate a consumer or business right that cannot lawfully be waived. If applicable law grants a mandatory cancellation or refund right, that legal right will apply even if this Policy states a different general rule.

18. Policy Changes

We may revise this Policy when our billing practices, service structure, or legal requirements change. A new revision date will be displayed when the Policy is updated. Project-specific cancellation terms already accepted by the parties remain governed by the applicable project agreement unless the parties agree otherwise.

19. Contact

Questions about cancellation, payment status, or refund eligibility should be directed to LUNSY UI using the contact information below. For an active project, include the project name or invoice reference when available.