Refund and Cancellation Policy

1. Introduction & Scope

By purchasing any service, software, SaaS product, or digital product from Swonie Creative Design, you acknowledge that you have read, understood, and agree to be bound by this Refund and Cancellation Policy. This policy forms an integral part of our Terms of Service and applies to all transactions processed directly or through our authorized Merchant of Record (MoR) partners.

Where a conflict exists between this policy and the MoR platform's own refund rules, the more restrictive provision shall prevail to the extent permitted by applicable law.

1.1 Definitions

• "Client" means any individual, company, or entity that purchases services or products from Swonie Creative Design.
• "Custom Services" means bespoke design, development, branding, consultancy, and any other tailored professional services requiring individual labor.
• "Digital Products" means downloadable templates, code snippets, digital licenses, fonts, graphics, and any other instantly deliverable digital asset.
• "SaaS Products" means software subscriptions, Shopify apps, custom APIs, dashboards, and recurring-hosted services.
• "MoR" means Merchant of Record — the authorized reseller platform processing payments on our behalf.

2. Custom Services

2.1 Non-Refundable Nature

Custom services — including but not limited to UI/UX design, website development, branding, graphic design, mobile application development, API integrations, technical consultancy, and digital marketing — require non-recoverable labor, specialized expertise, and dedicated time. By their nature, these services cannot be returned or resold once performed.

2.2 Milestone Payments

Projects delivered under milestone-based agreements are subject to the following conditions:

• Once a milestone is approved by the Client — whether explicitly via written confirmation or implicitly by providing feedback that builds upon the delivered milestone — the associated payment becomes strictly non-refundable.
• If the Client fails to review or respond to a delivered milestone within seven (7) calendar days of notification, the milestone shall be deemed approved and the associated payment becomes non-refundable.
• Partial or incomplete feedback that results in revision work does not constitute rejection of the milestone; the milestone remains approved and non-refundable.

2.3 Cancellation Before Commencement

A full refund of any advance payment is only possible if both of the following conditions are met:

• A written cancellation request is received at [email protected] within twenty-four (24) hours of the original payment; and
• Zero billable work has commenced on the project as confirmed by Swonie Creative Design's internal records.

If any billable work — including but not limited to research, planning, design drafts, code commits, environment setup, or client meetings — has commenced, the advance payment is non-refundable.

2.4 Client-Initiated Delays and Abandonment

Projects that are delayed or effectively abandoned by the Client for a continuous period exceeding thirty (30) calendar days shall be subject to the following:

• The project may be placed on hold and the Client will be notified.
• Any payments already made are forfeited in full and do not qualify for any refund, credit, or transfer.
• Resumption of the project, if agreed upon, may require a new agreement and additional fees to account for changed scope, technology updates, or resource reallocation.

3. SaaS Products & Subscriptions

3.1 Billing Cycle

SaaS products — including Shopify applications, custom API services, hosted dashboards, and similar recurring services — operate on a recurring billing model (monthly or annual, as selected at the time of purchase). The billing cycle begins on the date of initial purchase and renews automatically at the end of each cycle unless cancelled in accordance with this policy.

3.2 Cancellation Rules

• Users may cancel their subscription at any time via their account dashboard or by clicking the billing management link provided in their order confirmation email.
• Upon cancellation, the subscription remains fully active until the end of the current paid billing period. No early termination or access revocation occurs before the period expires.
• Cancellation requests submitted by email to [email protected] will be processed within two (2) business days.

3.4 Strict No-Proration Clause

There are absolutely no refunds, credits, prorated adjustments, or partial reimbursements for:

• Partially used billing periods, regardless of how much of the period remains.
• Forgotten, overlooked, or unused subscriptions that were not cancelled before the renewal date.
• Unused accounts, features, or service capacity during any billing period.
• Late cancellation requests received after a renewal has been processed.

This clause applies without exception and is a material term of the subscription agreement.

3.5 Data Retention Upon Cancellation

Upon subscription cancellation and the expiration of the current billing period:

• Access to the specific app or service, including all associated data, dashboards, and configurations, will be revoked.
• Data may be retained in backup systems for up to thirty (30) calendar days following expiration, after which it will be permanently and irreversibly deleted.
• Clients who wish to export their data must do so before the expiration of the current billing period. Swonie Creative Design is not responsible for any data loss after access is revoked.

4. Digital Products & Downloadable Assets

4.1 All Sales Final

Due to the inherent nature of digital media, all sales of downloadable items, templates, code snippets, fonts, graphics, digital licenses, and any other instantly deliverable digital asset are final. Once a purchase is confirmed and the product is made available, it cannot be returned, exchanged, or refunded under any circumstances.

4.2 Instant Delivery & Irrevocability

Digital products are delivered instantly upon purchase. Once any of the following occurs, the sale is considered consummated and no refund will be issued:

• The download link is accessed, clicked, or generated.
• The license key is generated, revealed, or delivered to the Client.
• The digital product file is partially or fully downloaded.

This policy exists because digital goods, once delivered, cannot be recalled or verified as unused. The burden of proving non-consumption rests entirely with the Client and is accepted as commercially impracticable.

5. Dispute & Chargeback Policy

5.1 Mandatory Pre-Dispute Contact

Before initiating a bank chargeback, payment dispute, PayPal claim, or any similar payment reversal mechanism through your financial institution or payment provider, you must first contact Swonie Creative Design at [email protected] to attempt to resolve the billing issue in good faith.

We commit to acknowledging your inquiry within two (2) business days and working toward a resolution. Most billing concerns can be resolved directly and without the need for third-party intervention.

5.2 Consequences of Unwarranted Chargebacks

Any chargeback or payment dispute initiated without first contacting Swonie Creative Design, or that is determined to be unwarranted, fraudulent, or in violation of this policy, will result in immediate and irrevocable:

• Suspension of all active services, subscriptions, and licenses associated with the Client's account.
• Termination of access to all SaaS products, dashboards, APIs, and digital assets.
• Permanent closure of the Client's account.
• Reporting of the dispute to our MoR partners and relevant fraud prevention databases where legally permissible.

Reinstatement of services after an unwarranted chargeback is solely at Swonie Creative Design's discretion and will require full repayment of the disputed amount plus any associated chargeback fees.

5.3 MoR-Specific Provisions

Where payments are processed through an MoR partner, the MoR's own dispute and refund policies may apply in parallel. Swonie Creative Design will cooperate with the MoR's investigation but will advocate for the enforcement of this policy. The MoR may independently decide to issue a refund pursuant to its own terms; however, such a refund does not constitute a waiver of this policy and Swonie Creative Design reserves the right to suspend services as outlined in Section 5.2.

6. How to Request a Refund or Cancellation

6.1 Eligible Requests

If you believe your situation qualifies for an exception under this policy (e.g., a duplicate charge, a technical error in billing, or cancellation within the 24-hour window under Section 2.3), follow the steps below.

6.2 Required Steps

1. Email: Send a written request to [email protected] with the subject line "Refund Request — [Your Order ID]".
2. Include: Your full name, order ID, date of purchase, the product or service purchased, and a clear explanation of the reason for the request.
3. Evidence: Attach any supporting documentation such as screenshots, correspondence, or billing statements that substantiate your claim.

6.3 Processing Time

• Swonie Creative Design will acknowledge receipt within two (2) business days.
• A determination will be communicated within five (5) business days of acknowledgment, unless additional information is required.
• Approved refunds will be processed within five (5) to ten (10) business days from the date of approval. The actual time for the refund to appear on your statement depends on your financial institution, payment method, and the MoR platform involved.

6.4 Non-Response

Requests that are incomplete, sent to incorrect addresses, or lacking required information may not be processed. Swonie Creative Design is not liable for delays caused by incomplete submissions.

7. Governing Law

This Refund and Cancellation Policy is governed by the laws of Türkiye. Any disputes arising from or in connection with this policy shall be resolved by the competent courts and enforcement offices in İzmir, Türkiye, unless mandatory consumer protection regulations in the Client's jurisdiction provide otherwise.

8. Amendments

Swonie Creative Design reserves the right to amend this policy at any time. Changes will be effective upon publication at https://swonie.com/refund-and-cancellation-policy/. Continued use of our services after changes constitutes acceptance of the revised policy.

9. Contact

For refund, cancellation, or billing inquiries, contact us at [email protected]. For urgent matters related to Agency Dashboard products, contact [email protected].

Postal address: Aksoy Mah. Yalı Bul., No: 386 Kat: 2 D: 2, KARŞIYAKA / İZMİR