Refunds

OOVERT sells commissioned work, not a product in a box. There is nothing to send back, and the value we deliver is time booked and spent on your business specifically. A studio slot held for you in week two is a slot nobody else could take, whether or not the project runs.

That is why the terms below are about which work had begun rather than about condition, packaging or postage. It is also why cancelling early costs you very little and cancelling late costs you most of the fee.

Cancel before we start the audit and you get a full refund of your deposit, no questions asked and no administration fee taken out of it.

Work begins when we start the audit phase, which is the first thing that happens after your brief arrives. We will always tell you the date that starts, so this is never ambiguous.

Once the project is running, cancellation is settled phase by phase. A phase is chargeable once it has started. A phase that has not started is not chargeable, and anything you have already paid towards it comes back.

Audit, week one

Once the audit has begun, the deposit is retained. It covers the audit and the slot we held for you. Anything paid above the deposit is returned.

Positioning, weeks one to two

Once positioning has begun, the deposit and the positioning fee are retained. You keep the audit and the positioning work produced to that point, and you are free to use it.

Identity system, week two

Once design of the identity system has begun, everything through that phase is chargeable. The build phase is not, so if the project ends here the build portion of the fee is returned in full.

Build and handover, week three

Once the build has begun, the full fee is payable. At this point almost all of the work exists, and you receive everything completed to the date you cancelled.

In every case you keep what has been paid for. We do not withhold delivered work from a cancelled project, and we will hand over the files for the phases you settled.

If we end a project for any reason of our own, including capacity, illness, or deciding we are not the right studio for the work, you receive a full refund of everything paid, deposit included, and you keep any work already delivered at no charge.

The one exception is where we end the engagement because an invoice is more than 30 days overdue, or because we were asked to produce something unlawful or deliberately misleading. In those cases the phase rules above apply as though you had cancelled.

If we miss an agreed handover date for a reason that is ours, tell us, and we will either fix the delay at our cost or refund you on the phase basis above, whichever you prefer. Dates that move because we were waiting on your brief, your assets or your approval are not delays of that kind, and the terms set out how the schedule pauses in that case.

Almost every client we work with is a business, and the rules below apply to consumers rather than to businesses. They are here because when they do apply, they override anything above, and you are entitled to know that.

United Kingdom and Europe

If you are a consumer contracting with us at a distance, you have 14 days from the day the contract is made to cancel for any reason and receive a full refund. If you ask us to begin work inside those 14 days, you may still cancel, but you will be charged for the work done up to the point you told us, and once the service is fully performed the right to cancel ends. Asking us to start early is your choice, and we will not start without it.

United States

Consumer cancellation rights vary by state. Where the state you live in gives you a stronger right than this page does, that right applies and this page does not reduce it.

• Third party costs already committed, such as a typeface licence, a stock photograph or a domain bought for your project. These are bought in your name and are yours to keep, so we cannot return the cost of them.
• Work completed and approved. Once a phase has been signed off, it has been delivered.
• A change of direction that is not a fault. Deciding you preferred the second concept after approving the first is a new piece of work, quoted before it starts, rather than grounds for a refund of the first.

Not liking the work is a different matter, and it is not on this list. Tell us at the approval point, because that is what approval points are for, and the revision time is already in the schedule.

Email support@oovert.com and say that you want to cancel. One line is enough, and you do not have to give a reason.

• We will confirm within two working days which phases had begun.
• We will send a closing statement showing what is chargeable and what is coming back.
• We issue the refund within 14 days of agreeing that statement.

Refunds go back to the card, account or wallet you paid from. We cannot send a refund to a different account, which is a rule the payment processors set rather than one of ours. Your bank may take a few further days to show it.

Reply to the closing statement and say why. A person will look at it again. We would much rather settle a disagreement over email than have you raise a chargeback, which freezes the conversation, takes months, and helps neither of us. Nothing here stops you from doing that, or from exercising any statutory right, if we cannot reach a sensible answer.