Refund Policy

Last updated: April 28, 2026

We're committed to fair, predictable refund terms. Because design services involve real hours of creative work that can't be "returned," our refund policy is structured around the stage of the project at the time of the request.

Quick summary: Full refund before we deliver concepts. Partial refund during revision. No refund after final files are delivered. Always reach out — we'd rather find a solution than fight over a refund.

1. Eligible refund stages

Stage A — Before initial concepts (full refund)

If you cancel before we have delivered the initial concepts to you, you are entitled to a 100% refund, no questions asked. Email us at support@onemartmedia.com with your order reference, and we'll process the refund within 5–10 business days.

Stage B — After initial concepts, before any revisions (full refund minus 15%)

If you've received the initial concepts and decide none of them are a fit for your business, you can request a refund of 85% of the project price. The 15% retained covers our concept development time. This must be requested within 5 business days of concept delivery.

Stage C — During revision phase (50% refund)

If you've approved a direction and we've started revisions, but you decide to halt the project, you may receive a 50% refund. The remaining 50% covers concept work and revision rounds already performed.

Stage D — After final delivery (no refund)

Once final files have been delivered and ownership transferred, the project is considered complete and no refunds are available. This is consistent with industry practice for completed digital design work.

2. How to request a refund

To request a refund, email support@onemartmedia.com with:

• Your order reference number or the email address used at purchase
• The project name
• The reason for your refund request (this helps us improve, but is not required to process the refund)

We will acknowledge your request within 1 business day and confirm the eligible refund amount based on the project stage.

3. Refund processing time

Once approved, refunds are processed back to the original payment method via Stripe. Typical processing time is:

• Stripe to your bank: 5–10 business days
• Visible on your statement: may take an additional 1–2 business days depending on your card issuer

If you have not seen the refund within 14 business days, contact us and we'll provide the Stripe transaction reference for you to follow up with your bank.

4. Non-refundable items

The following are not eligible for refunds under any circumstances:

• Completed and delivered final designs (Stage D above)
• Add-on services purchased mid-project that have already been delivered
• Rush fees or expedited delivery surcharges
• Third-party costs we incurred on your behalf (e.g., licensed fonts, stock imagery purchased at your request)

5. When we may issue a refund outside policy

We will consider a discretionary full or partial refund in the following situations:

• We failed to deliver within the agreed timeline by more than 14 days, with no client-side delay
• The delivered work materially fails to match the agreed brief
• We are unable to continue the project due to circumstances on our side (e.g., illness, force majeure)

In these cases, we typically aim to first resolve the issue (revisions, replacement work) before issuing a refund.

6. Chargebacks

If you have a concern about a charge, please contact us first. Filing a chargeback without first reaching out is treated as a breach of our Terms of Service and may result in suspension of services and pursuit of the disputed amount through lawful collection. We will provide all relevant project documentation to your card issuer in the event of a dispute.

7. Questions

If anything in this policy is unclear, please contact us before placing an order. We're happy to clarify.

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