Refund Policy — Hywal

At Hywal, we create and deliver fully digital services — 3D visuals, mockups, and branding materials. No physical products are shipped. This refund policy is designed to ensure fairness and transparency while protecting both our clients and our creative team.

1. Concept Validation

A concept is considered validated once the client provides explicit approval of the initial design direction, either by:

  • Email confirmation, or
  • Submitting a feedback or revision form with a rating of 6/10 or above.

Once validated, the concept serves as a base for the rest of the project. Further revisions remain possible within the workflow, but the general direction is approved.

2. Full Refund Guarantee

You can request a full (100%) refund under the following conditions:

  • Before concept validation: You may request a full refund at any time before approving the initial concept.
  • After concept validation: If, within 3 calendar days of validation, the first revision or direction doesn’t meet your expectations, a full refund is possible. No questions asked — your satisfaction matters most.

3. Partial Refunds

If more than 3 days but less than 7 days have passed since concept validation, you may be eligible for a partial refund (between 40% and 60% of the total paid), depending on the project’s progress and number of completed revisions. Each case will be reviewed individually.

4. Non-Refundable Situations

Certain cases are not eligible for refund or extended revisions. These include but are not limited to the following:

  • 7 days or more have passed since concept validation.
  • Final design files have been delivered, approved, or downloaded.
  • Five or more revision rounds have been completed.
  • The project was delayed due to lack of client response for 7+ days.
  • Important: If the elements submitted for revision or refund are significantly different from those provided in the original form or brief (for example: different product, colors, style, or animation type), Hywal reserves the right to:
    • Reduce or refuse additional revisions, depending on the scope of change.
    • Deny any refund, as the original work was completed according to the initial form.
  • Exception: If a proven issue on Hywal’s side occurs (e.g., plagiarism, major technical error), we will take full responsibility.

5. Before Any Refund, We’ll Try to Fix It

Our goal is that you end up with a result you love. Before processing any refund, we’ll always offer to:

  • Reassign your project to a different designer.
  • Provide additional design concepts or bonus assets.
  • Offer direct support from a Project Manager.

6. How Refunds Are Processed

  • Refunds are sent to the same payment method used for the purchase.
  • Processing times vary depending on your bank or payment provider.
  • Each refund is logged in your project record for transparency.

7. Requesting a Refund

To request a refund, email contact@hywal.io using the same email address used for your purchase. Include:

  • Your company name or order number.
  • A short explanation of the issue.

We’ll review your request promptly and respond with a fair solution.

8. Final Commitment

You’ll never be left with a design you don’t love. Whether it takes a refund, extra concepts, or a new designer — we’ll make sure your brand ends up with the right visual identity.

Retour en haut