Refund Policy

This Refund & Cancellation Policy is an integral part of OVERLAY's Terms of Service. Any disputes arising from this policy are subject to the Governing Law and Binding Arbitration clauses detailed in our primary Terms.

Due to the nature of digital content, all sales of final delivered assets (High-Res Files) are final and non-refundable. Once the Balance Settlement is processed and files are released, the project is considered closed. Exceptions are only made if the file is technically defective or corrupt.

For our creative services, refunds are regulated as follows:

• Before Retainer Payment: You may cancel at no charge before paying any invoice.
• Retainer & Grace Period: To protect our production capacity, retainers are generally non-refundable. However, as a courtesy, if a cancellation request is made PRIOR to the submission of the Creative Brief, a refund may be issued less a 10% administrative & processing fee (to cover platform charges and slot reservation costs).
• Production Start Point: Once the Creative Brief is submitted, the retainer becomes 100% non-refundable as production resources and schedule slots are immediately allocated.
• Rush/Priority Orders: Rush orders require 100% upfront payment. Once a Rush order is confirmed, it is strictly non-refundable regardless of cancellation time, due to the immediate displacement of other schedules.
• Project Abandonment (Ghosting): If a Client fails to respond to communications or approve the Presentation Deck for a period exceeding 14 calendar days, the project will be considered abandoned and officially closed. As stated above, the retainer remains strictly non-refundable. Any subsequent request to resume work will be treated as a new project requiring a new agreement and quote.
• Revisions & Project Closure: We offer 2 rounds of revisions strictly during the Presentation Deck stage. Once the final High-Res assets are approved and delivered, no further revisions are included. Any post-delivery modification requests will be treated as a new project scope.

Please note that AI-generated designs are artistic interpretations. We guarantee fulfillment of the technical specifications (defined strictly as file format, resolution, and aspect ratio) agreed upon in the Creative Brief. Because our workflow utilizes generative AI, we do not guarantee pixel-perfect physical geometry replication of real-world products. Refunds will not be granted solely based on subjective dissatisfaction with the AI's artistic style or minor artifacts inherent to the technology, provided the technical file scope was met. We encourage utilizing the revision process (before delivery) to adjust the style.

To request a refund or cancellation, please contact us strictly via email to document your request.

Email: overlay@teprof.com
Process: Please include your Order ID and the reason for the request. We will review your request and respond within 2-3 business days.

We require Clients to contact us strictly via email to resolve any billing issues before initiating a chargeback with their bank or credit card provider. If a Client initiates an unauthorized chargeback or payment dispute, OVERLAY immediately revokes all commercial usage rights and licenses for any associated visual assets. Furthermore, the Client will be held liable for all bank fees, chargeback penalties, and legal or administrative costs incurred by TEPROF LLC to recover the disputed funds.