Refund Policy

Our commitment

Heartly Design is committed to delivering high-quality design work that matches the agreed brief. If you are dissatisfied, we invite you to contact us before initiating any formal dispute.

Before the sprint starts

If a sprint has not yet started (no discovery session held, no brief received), you may request a full refund within 14 days of purchase. The refund will be processed within 5-10 business days, minus Stripe transaction fees (approximately 1.4-2.9% + 0.25 EUR).

After the sprint starts

Once a sprint has started (discovery session completed or design work commenced), the payment is non-refundable as it covers time and work already performed. Work completed to the point of cancellation is considered delivered.

Work not matching brief

If delivered work materially does not match the signed brief, notify us within 14 days of delivery at hello@heartlydesign.com. We will review the case and either carry out necessary revisions at no charge or issue a proportional partial refund.

Support hours

Hourly support hours are non-refundable once used. Unused hours expire without refund 90 days from purchase.

How to request a refund

Send an email to hello@heartlydesign.com with subject "Refund - [order number]". We will respond within 2 business days.