Cancellation Policy

Last updated: April 28, 2026

We understand that priorities change. This policy explains how to cancel a project, what will happen after you cancel, and how cancellation interacts with our Refund Policy.

1. How to cancel

To cancel an active project, send a written cancellation request to support@onemartmedia.com from the email address used to place the order. Include:

• Your order reference number or order date
• The project name
• The reason for cancellation (optional, but helpful for our records)

We treat the date of receipt of your written cancellation as the effective cancellation date. We will confirm receipt within 1 business day and outline next steps.

2. Cancellation by the client

The financial outcome of your cancellation depends on the project stage:

Before brief is finalised

If you cancel before we've delivered the discovery brief or scheduled the kickoff call, you receive a full refund (100%).

After brief, before initial concepts

If we've completed the discovery process but haven't yet delivered initial concepts, you receive a full refund (100%).

After initial concepts delivered, before any revisions

If we've delivered the initial concepts and you cancel, you receive an 85% refund. The 15% retained covers concept development time. (See our Refund Policy for full details.)

During revision phase

If you cancel after we've started revisions on a chosen direction, you receive a 50% refund. The remaining 50% covers concepts and revision rounds already performed.

After final delivery

Once final files have been delivered and ownership transferred, the project is complete and cannot be cancelled. No refund is available at this stage.

3. Cancellation by Onemart

In rare cases, we may need to cancel a project. Reasons include:

• The project request falls outside our skills or scope, and we identify this after starting
• The project requires content or work we are not legally able to provide
• The client has been unresponsive for more than 30 calendar days
• The client engages in abusive or harassing conduct toward our team
• Force majeure events (illness, natural disaster, infrastructure failure) prevent us from continuing

If we cancel before final delivery, we will issue a fair partial refund based on the work not yet performed, plus a written explanation of the cancellation reason.

4. Project pause

If you need to pause a project temporarily (rather than cancel), we can hold your project open for up to 30 calendar days at no additional cost. After 30 days, we will treat the project as cancelled and apply the relevant refund stage above. Pauses must be requested in writing.

5. Effects of cancellation

Once a project is cancelled:

• We stop all work immediately
• Files, drafts, and concepts created during the project remain Onemart's intellectual property and may not be used by you
• Any partial refund due is processed via the original payment method within 5–10 business days
• The project cannot be re-opened — to continue, a new order is required

6. Custom and enterprise projects

Custom and enterprise quotes may include bespoke cancellation terms specified in the written quote or contract. Where such terms exist, they take precedence over this general policy.

7. Contact

For any questions about cancellation, contact us:

Onemart Media Solutions LLC
5830 East 2nd Street, Casper, WY 82609, United States
Email: support@onemartmedia.com
Phone: +1 (386) 229-4977