Refund Policy

This Refund Policy explains the conditions under which fees paid to Northform Studio ("Northform", "we", "us") may be refunded. It is designed to comply with the EU Consumer Rights Directive 2011/83/EU, the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and US federal and state consumer protection law (including the FTC Act).

1. Nature of Our Services

Northform provides bespoke design and consulting services delivered by humans. Most engagements are made-to-order professional services rather than off-the-shelf digital products.

2. 14-Day Right of Withdrawal (EU & UK Consumers)

If you contract with us as a Consumer based in the EU or UK, you have the right to withdraw from the contract within 14 calendar days of its conclusion, without giving any reason. To exercise this right, send a clear statement to hello@northform.studiobefore the 14-day period expires.

• If no work has begun, we will refund 100% of any amount paid within 14 days.
• If you have expressly requested that we begin work during the withdrawal period, you may be charged a proportionate amount for services already performed up to the moment you notified us of your withdrawal.
• Where the service has been fully performed during the 14-day period at your express request and with your acknowledgement that you lose the right of withdrawal, no refund will be due.

3. Sprint Engagements (One-Off Projects)

• 50% deposit is required to confirm the booking and is non-refundable once we have allocated calendar capacity to your project.
• If we cancel before work begins, the full deposit is refunded.
• If you cancel after work begins, you are billed for time and materials delivered to date; any remaining balance is refunded within 14 days.

4. Monthly Studio Engagements

• Monthly retainers are billed in advance and may be cancelled with 14 days' written notice.
• The current month is non-refundable once design work has commenced; future months will not be charged.
• If we materially fail to deliver agreed Services in a month, you may request a partial refund proportionate to the undelivered work.

5. Founding / Custom Engagements

Refund and cancellation terms for long-term partnerships are defined in the relevant SOW or Master Services Agreement. Where the SOW is silent, sections 3 and 4 apply by analogy.

6. Faulty or Non-Conforming Services

Under the UK Consumer Rights Act 2015 and EU consumer law, services must be performed with reasonable care and skill. If a Deliverable does not conform to the agreed specification, we will, at our discretion and within a reasonable time:

• Re-perform the Service to bring it into conformity at no additional cost; or
• Provide a partial or full price reduction proportionate to the non-conformity.

These remedies do not affect any statutory rights you have as a Consumer that cannot be excluded by contract.

7. US Customers

For Clients in the United States, refunds are handled in line with the SOW and applicable federal and state consumer protection law. If you believe you have been charged in error, contact us within 60 days of the disputed charge and we will investigate in good faith.

8. Chargebacks

Please contact us before raising a chargeback. We aim to resolve billing concerns directly and in good faith. Unjustified chargebacks may be challenged with supporting evidence.

9. How to Request a Refund

• Email hello@northform.studio with your invoice number and the reason for the request.
• We will acknowledge your request within 5 business days.
• Approved refunds are processed within 14 days, using the original payment method where possible.

10. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top of the page reflects the latest revision. Existing engagements remain governed by the policy in force at the time the SOW was signed.

11. Contact

Northform Studio · hello@northform.studio.