Terms & Refund Policy

for Creatic Agency 

REVISION POLICY

The number of revisions included depends on the package you select, and you are entitled to request revisions up to the limit specified in your package. Our goal is to deliver services that fully meet your expectations, and we will continue refining your design until you are satisfied. You will not be charged extra as long as the core design concept remains unchanged. Revised designs are typically delivered within 48 hours.

TURNAROUND TIME

Creatic Agency maintains a 48–72 hour turnaround time for most design services. This refers to the time required for a single round of a design stage not the full project timeline from start to finish. Depending on the service, revisions generally take between 48 and 72 hours (2 working business days). For example:

  • Orders or revision requests placed on a Monday are typically delivered by Wednesday.
  • Orders or revision requests placed on a Friday are typically delivered by end of day Tuesday.

100% MONEY BACK GUARANTEE

Creatic Agency stands behind its design services with a 100% Money Back Guarantee. Clients may request a full refund under the following condition:

  • We continue reworking and revising the ordered design until the client is fully satisfied.

REFUND POLICY

Creatic Agency offers a 100% refund on design services; however, this guarantee is subject to certain conditions.

Our Refund Policy does not apply if:

  • A custom or special package was selected.
  • The primary design concept has already been approved.
  • The final logo has been approved and finalized.
  • The website has been designed, built, and deployed live.
  • Revisions have already been requested and delivered.
  • The cancellation is unrelated to the project itself.
  • There has been no contact with our team for more than 2 weeks.
  • Our company policies have been violated in any way.
  • Another agency or designer has been engaged for the same project.
  • The original creative brief was incomplete or lacking necessary details.
  • A complete overhaul of the design direction is requested after work has begun.
  • The refund request is submitted after the allowed request window.
  • The client’s business is closing, being renamed, or changing ownership.
  • The reason for cancellation is personal (e.g., change of mind, internal disagreement) rather than service-related — such cases are not eligible for a refund.

Additional conditions:

  • If a client has already accepted multiple rounds of revisions, they may be eligible for a 50% refund following discussion with their assigned Project Manager. Final approval rests with Creatic Agency’s management, and this decision is final.
  • If a client purchases a service bundle and is dissatisfied with only one component, the refund will apply only to that specific service — not the entire bundle.
  • Cancellations made before project initiation, for reasons unrelated to the service itself, will incur a 33% administrative cancellation fee.

Please note: Creatic Agency reserves the right to decline or cancel any project at its discretion. Once a refund has been issued, the client forfeits all rights to use the associated designs — ownership remains solely with Creatic Agency.

The following services are not eligible for refunds under any circumstances, even if included in a package deal:
  • Copyright Protection Certificates
  • Website & Email Hosting Services
  • SSL Certificates
  • Domain Purchases
  • Website Maintenance Plans
  • SEO Plans
  • Social Media Marketing Services
  • Google Ads Campaigns

For non-refundable services, Creatic Agency management may, at its discretion, offer a partial refund after reviewing the project.

HOW TO REQUEST A REFUND

To request a refund, please:

  1. Contact your assigned Project Manager directly, or
  2. Send an email to info@creaticagency.com to initiate the request.

Once your request is received, our team will review it and respond as soon as possible, processing it according to the policy outlined above.

If cancelling a project before it begins (for reasons unrelated to the service), refund requests must be submitted within 24 hours of placing the order to qualify for a full refund. Requests made after this window may be subject to a service fee.

Once a refund has been processed, the client forfeits all rights to any designs provided, unless otherwise agreed in writing between both parties.

SATISFACTION GUARANTEE

  • Our revisions process is designed to ensure complete client satisfaction.
  • We aim to exceed expectations wherever possible.
  • Revisions continue until the client is fully satisfied, within the limits of their selected package.

DELIVERY POLICY

  • Completed orders are delivered to the client’s designated account by the date specified in the Order Confirmation, along with a confirmation email.
  • Standard turnaround time is a minimum of 2 business days, depending on the package.
  • Websites will only be published live once all outstanding payments have been cleared. No website will go live with unpaid dues.
  • For urgent or rush orders, please contact our customer support team directly.

CONTENT CREATION & POPULATION

Creatic Agency does not create or populate website content (text/images) unless purchased as an add-on service. Where purchased:

  • Text Content: Written specifically for the client’s website.
  • Images: Sourced from stock photography providers, purchased only after client approval. Creatic Agency is not liable for coincidental similarities between stock images used and those on other websites.
    • Creatic Agency does not share client information, project details, or contact information with third parties. All client data is kept strictly confidential.
    • Upon successful project completion, both Creatic Agency and the client agree not to make defamatory or disparaging remarks about one another.
    • Creatic Agency will take reasonable steps to ensure its team members, officers, and representatives refrain from making negative or defamatory statements about clients following project completion.Product Content: Product images and details must be supplied by the client.

      CONFIDENTIALITY & REPUTATION POLICY

    RECORD MAINTENANCE

    Creatic Agency retains records of all finalized designs so that, in the event of a lost file, we can reissue the original deliverables to the client.

    CUSTOMER SUPPORT

    Our support team is available Monday to Friday, 9 AM – 5 PM to assist with queries via phone or email. Messages received outside business hours will be addressed the next working day.

    TECHNICAL SUPPORT POLICY

    Creatic Agency is primarily a design and development service provider. Certain packages may include technical elements (e.g., website or email setup). In such cases, we provide clients with the necessary information and guidance to get started, but are not responsible for full training or on-site installation support.

    This may include:

    Website Deployment

    • Hosting via a Creatic Agency–provided server (offered as a free added service via a third-party provider), or
    • Hosting via a client-purchased third-party server — in this case, Creatic Agency is not responsible for any server or hosting-related issues.
    • There is no Service Level Agreement (SLA) for technical support or uptime unless a separate maintenance plan is purchased.

    Content Management System (CMS)

    • Clients receive a user manual for their website CMS.
    • Creatic Agency does not provide hands-on CMS training.

    Email Setup

    • Clients receive the necessary configuration details to set up their email accounts.
    • Creatic Agency does not perform installation or provide ongoing troubleshooting support, as email services run on open, third-party servers.

    Creatic Agency is not liable for a client’s inability to execute, install, or learn the above services, as responsibility for these tasks lies with the client.

    COMMUNICATION POLICY

    • Only communication sent through our official email, info@creaticagency.com, is considered valid.
    • We are not responsible for delays, damages, or misunderstandings resulting from communication through unofficial channels.
    • We take full responsibility for information shared through our official domain only.

    Team members may use aliases when communicating with international clients to facilitate smoother, region-appropriate communication.

    Creatic Agency Email: info@creaticagency.com