Refund Policy

This Refund Policy explains how Digital Red Eyes ("we," "our," or "us") handles payments, cancellations, refunds, revisions, and service-related disputes for our website interface analysis and usability consulting services. Because our services are professional, advisory, research-based, and customized to each client engagement, refunds are evaluated differently from refunds for physical products or automated digital downloads.

By purchasing, booking, approving, or otherwise engaging our services, you acknowledge that you have read and understood this Refund Policy and agree that all payments are subject to the terms described below, together with any written service agreement, proposal, invoice, or statement of work issued for your project.

1. Nature of Our Services

Digital Red Eyes provides website usability assessments, interface reviews, content accessibility evaluations, navigation structure consulting, written recommendations, and related advisory deliverables. Our work involves professional time, project review, analysis, preparation, communication, and customized written documentation.

Our services are not physical goods. We do not ship products, maintain inventories, or provide returnable merchandise. Once our consulting process begins, time and resources are immediately allocated to your project. For that reason, refund eligibility depends on the stage of the engagement, the amount of work already performed, and the terms agreed in writing.

2. General Refund Standard

Unless otherwise stated in a signed service agreement, all payments made to Digital Red Eyes are considered payment for professional service time, analysis, consultation, project preparation, and deliverable development. Refunds are not automatically guaranteed after payment has been made.

We may issue a full or partial refund only where one of the following applies:

• Payment was made in error and no service work has begun
• A duplicate payment was received for the same invoice
• We are unable to provide the agreed service due to circumstances within our control
• A refund is required by applicable law
• A written service agreement specifically provides a refund right

Refund requests are reviewed in good faith, but Digital Red Eyes reserves the right to deny refund requests where substantial work has already been performed, deliverables have been prepared, or the request is inconsistent with the agreed scope of services.

3. Deposits and Initial Payments

Many engagements require an initial deposit or upfront payment before work begins. This deposit secures project scheduling, reserves consulting capacity, and allows us to begin preliminary review, administrative setup, research, and communication related to the engagement.

Unless a written agreement states otherwise, deposits become non-refundable once any project work has started. Project work may include, but is not limited to, intake review, website review, internal preparation, file organization, client communication, research, scheduling, analysis planning, or the creation of draft recommendations.

4. Refund Eligibility by Project Stage

Project Stage	Refund Treatment
Before work begins	A full or partial refund may be available if the refund request is submitted before any project review, preparation, scheduling, or analysis begins.
After intake or preliminary review	A partial refund may be considered, minus time already spent, administrative costs, and any non-cancellable project expenses.
After analysis has begun	Refunds are generally not available once substantive review, usability analysis, interface evaluation, or consulting work has started.
After delivery of report or recommendations	No refund is available after delivery of any final or substantially complete report, review, written recommendation, evaluation, or consulting deliverable.

5. Completed Services

Completed services are non-refundable. A service is considered completed when Digital Red Eyes has delivered the agreed report, evaluation, review, recommendation document, consultation summary, or other deliverable described in the relevant proposal or service agreement.

Because our deliverables are customized and contain professional analysis, strategic recommendations, and project-specific observations, they cannot be returned or unused in a way that would restore the time and resources invested by Digital Red Eyes.

6. Client Dissatisfaction and Revisions

Client dissatisfaction does not automatically entitle the client to a refund. Our services are advisory in nature and involve professional judgment. We cannot guarantee that every recommendation will match the client's subjective preference, internal expectation, business assumptions, or preferred design direction.

If you believe a delivered report or recommendation does not match the agreed scope, you must notify us in writing within seven (7) calendar days after delivery. Your notice must clearly identify the specific section, deliverable, or scope item you believe is incomplete or inconsistent with the agreement.

Where we determine that a deliverable does not reasonably align with the agreed scope, we may, at our discretion, provide clarification, reasonable correction, or limited revision. Revisions are intended to address scope alignment, factual clarification, or incomplete items; they do not include new services, expanded audits, additional pages, unrelated consulting requests, or changes to the original scope.

7. Cancellations by the Client

You may request cancellation of an engagement by sending written notice to Digital Red Eyes. Cancellation is effective only after we confirm receipt in writing. Verbal requests, missed meetings, non-response, or informal messages may not be treated as valid cancellation unless acknowledged by us.

If you cancel before work begins, we may issue a refund minus any administrative fees, payment processing fees, or non-cancellable expenses. If you cancel after work has begun, you remain responsible for payment for all work completed up to the cancellation date, including analysis time, preparation, communication, draft work, and internal project activity.

8. Cancellations by Digital Red Eyes

Digital Red Eyes reserves the right to cancel or terminate a service engagement if we determine that the project is outside our service capabilities, the client requests services we do not provide, the client fails to provide necessary information, payment is not made when due, or continued work would be impractical, unlawful, abusive, or inconsistent with our professional standards.

If we cancel an engagement before substantial work has begun for reasons unrelated to client breach, we may issue a refund for unused fees. If cancellation results from client breach, non-payment, misrepresentation, abusive communication, or failure to cooperate, refunds may be denied.

9. Missed Meetings and Delayed Client Responses

Some consulting engagements may involve scheduled calls, review sessions, or client feedback periods. If you miss a scheduled meeting without reasonable notice, we may treat that meeting as completed for billing purposes. Repeated missed meetings or delayed responses may extend project timelines and may require rescheduling fees or additional service charges.

Refunds are not available because of project delays caused by the client's failure to provide requested information, access, materials, approvals, feedback, or timely communication.

10. Scope Changes and Additional Work

Refunds are not available because the client later decides to change the scope, direction, website, business model, target audience, brand positioning, internal team preference, or desired deliverable format after work has begun.

If you request additional pages, new analysis categories, extra review sessions, expanded reporting, new written recommendations, or services not included in the original agreement, those items may be quoted separately. Additional work is billed separately and is subject to this Refund Policy unless otherwise stated in writing.

11. Payment Processing Fees

Payment processors may charge transaction fees that are not returned to us when a refund is issued. Where permitted by law, any refund may be reduced by non-refundable processing fees, chargeback fees, currency conversion fees, bank fees, or other third-party payment costs incurred in connection with the original transaction.

12. Chargebacks and Payment Disputes

If you believe there is a billing issue, you agree to contact Digital Red Eyes first before initiating a chargeback or payment dispute. We will review the matter in good faith and attempt to resolve any legitimate concern promptly.

Improper chargebacks, duplicate disputes, or payment reversals for completed services may result in suspension of services, termination of the engagement, collection activity, and denial of future service. We reserve the right to provide documentation to payment processors showing the scope of work, communication history, delivery records, signed agreements, invoices, and this Refund Policy.

13. No Refund for Business Outcomes

Digital Red Eyes provides analysis, professional observations, and recommendations. We do not guarantee specific business outcomes. Refunds will not be issued because a client does not achieve a particular conversion rate, revenue increase, traffic improvement, customer retention improvement, accessibility score, search ranking, investor response, internal approval, or other business result.

The effectiveness of recommendations depends on many factors outside our control, including implementation quality, website development decisions, market conditions, audience behavior, pricing, offer clarity, brand reputation, marketing activity, hosting performance, technical limitations, and client execution.

14. Requesting a Refund

To request a refund, you must contact Digital Red Eyes in writing using the contact information below. Your request should include your name, company name, invoice number, payment date, project name, reason for the request, and any relevant supporting details.

We may request additional information to evaluate the request. Failure to provide requested information may delay or prevent review of the refund request.

15. Refund Review Timeline

We aim to review refund requests within ten (10) business days after receiving all required information. If approved, refunds are generally processed to the original payment method. Processing times may vary depending on your payment provider, bank, card issuer, or financial institution.

Approval of a refund request does not create an obligation to approve future refund requests and does not waive any rights available to Digital Red Eyes under an applicable service agreement or law.

16. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, payment processes, or legal requirements. The "Last updated" date at the top of this page indicates when the most recent revision was made. Your continued use of our website or services after changes are posted constitutes acceptance of the updated policy.