Refund Policy

1. Our commitment

If our service isn’t the right fit for you, we want to make it right. We’d rather resolve a concern directly than argue over a charge, and our refund terms are written with that in mind. If something feels off, reach out — we’ll work with you in good faith.

2. Your unused credit balance

Your unused Service Credits balance is always refundable. Request it any time and we’ll return the remaining balance to your original payment method. Charges that have already posted correspond to work that has shipped — each one was itemized and approved before it was drawn — so those are not reversed; however, if you feel a delivered piece of work didn’t meet what was scoped, reach out and we’ll make it right.

3. How charges work

You fund a credit balance, and the studio draws against it with small, itemized, client-approved charges as work ships. The refund terms are:

• Unused credits are refundable at any time and returned to your original payment method. There is no minimum term and no lock-in.
• Charges already drawncorrespond to work that has shipped and was approved before it posted, so they are not reversed — but if a delivered piece of work didn’t match what was scoped in writing, we’ll fix it or credit it back.
• Pausing an engagement is free and keeps your remaining balance intact. You can resume, wind down for a refund, or carry the balance to future work whenever you like.

4. How to request a refund

Email support@fifthavecreative.com with:

• Your full name on the order.
• The email used at purchase.
• The order number or approximate date of purchase.
• A brief note on what’s prompting the request.

We respond to every refund request within two (2) business days with a decision or a clarifying question. We don’t make you chase us, and we don’t route these requests through an automated system.

5. Processing time

Approved refunds are issued to the original payment method through Stripe, our payment processor. Stripe typically posts the credit back to your bank or card within 5 to 10 business days, though the exact timing depends on your bank. You will receive a confirmation email from Stripe when the refund is initiated.

6. Exceptions

Some engagements have specific terms that override the defaults above:

• Third-party costs— pass-through expenses we incur on your behalf (hosting, API usage, paid services, or license fees) are non-refundable once spent, since the cost has already left our hands.
• Fixed-scope builds— engagements quoted at a fixed price may have bespoke terms set out in the engagement letter. Those terms control.
• Prepaid balances funded by a third party— credits funded on your behalf by someone else can be applied to your work but are refunded to whoever funded them.

Where a specific engagement letter or checkout page sets different terms, those terms apply in place of this page.

7. Chargebacks

If you have a concern about a charge, please reach out to us first. In almost every case we can resolve the issue directly, often the same day. Filing a chargeback or dispute with your bank before contacting us can delay resolution and may lead to the suspension of your access while the dispute is investigated.

We reserve the right to contest chargebacks for work that was delivered or for charges where our refund terms were disclosed and accepted at the time the balance was funded.

8. Contact

All refund and cancellation requests go to a real person on our team, usually the same day they come in.

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