Refund & Revisions Policy

This policy forms part of our Terms of Service. Capitalized terms such as "Quote", "Order", "Brief" and "Deliverables" have the meanings given in those Terms. Prices are in US dollars (USD).

1. Revisions included

Every Order includes two rounds of revisions. A round is one consolidated set of feedback on a draft, which we then apply and return to you. To make the most of each round, please send all comments on a draft together, ideally marked up on the image or listed by view.

1.1 What counts as a revision

A revision is a change that stays within the approved Brief. Examples include:

• changing materials, finishes, colors or textures;
• adjusting lighting, time of day, sky or mood;
• swapping or moving furniture, decor, plants, people or vehicles;
• small camera adjustments to an approved view;
• correcting anything that does not match the drawings, models or instructions you supplied.

Corrections of our own errors, where a Deliverable does not match the approved Brief, are made at no charge and do not use up a revision round.

1.2 What counts as a brief change

A change to the Brief after approval is not a revision. It is quoted as new work. Examples include:

• a new or substantially changed design, such as a different floor plan, facade or massing;
• new views, new camera angles or additional images;
• new rooms, buildings, products or scenes;
• a change of format, resolution, length or deliverable type, such as turning a still into an animation;
• changes that require new or replacement drawings or models.

If we think a requested change is a brief change rather than a revision, we will tell you before doing it and send a Quote for the new work. Nothing is charged until you accept that Quote.

2. Extra revision rounds

After the two included rounds, each further round costs $50 per image. We will confirm the cost before starting a further round, and the fee is payable before the revised files are delivered. Extra rounds for animation, VR and interactive work are quoted individually, as these are not priced per image.

3. Refunds before work starts

If you cancel an Order before work has started, you receive a full refund of everything you have paid for it. Work starts when we begin modeling, rendering or other production work on your project after receiving your payment and files. If you are unsure whether work has started, ask us and we will confirm.

4. Refunds after work starts

Once work has started, payment for work already done is not refundable, because our time and production resources have been committed to your project. Unused prepaid work is refundable. For example:

• if you prepaid for 10 images and cancel after 4 have been worked on, the 6 that have not been started are refunded;
• if you paid a 50% deposit on a larger Order and cancel part way through, we charge for work done pro rata, up to what you have paid, and refund the balance of the deposit that has not been used.

Where a volume discount applied to the original Order, the refund is calculated at the discounted per-item price actually paid. Fees for completed extra revision rounds and rush delivery that has been provided are not refundable.

Dissatisfaction with a creative choice is handled through the revision process rather than by refund. If a Deliverable does not match the approved Brief, we will correct it at no charge.

5. The late delivery credit

If we miss an agreed delivery date by more than 2 business days, you receive 15% off that Order. We apply it as a refund of 15% of the amount paid for the Order, or as a reduction of any balance still due, whichever applies.

The credit does not apply where the delay is caused by:

• late payment of a deposit or balance;
• missing, incomplete or inaccurate files, or late answers to our questions;
• late feedback or approvals from you;
• a change to the Brief, which resets the dates in the new Quote;
• an event beyond our reasonable control, as described in our Terms of Service.

Rush delivery (48 hours, for 35% more) is subject to the same credit if we miss the rush date by more than 2 business days.

6. Cancellations

You may cancel an Order at any time by writing to us. The outcome depends on when you cancel:

• before work starts: full refund;
• after work starts: work done is charged pro rata, up to the amount you have paid, and any unused prepaid amount is refunded.

Files for work completed and paid for are released to you on cancellation, with the usage rights set out in our Terms of Service. Drafts for work that has not been paid in full may carry a watermark and may not be used.

6.1 Scenarios and outcomes

7. How to request a refund, credit or cancellation

1. Email sales@3drenderingagency.com from the address on your Client Account, or use our contact page.
2. Include your name, the Order or Quote reference, and whether you are asking for a cancellation, a refund or the late delivery credit.
3. Briefly explain the reason, and for a late delivery claim, the agreed date and the date of delivery.
4. We will confirm what work has been done, calculate any amount due and reply with the outcome.

Approved refunds are made to the original payment method through Stripe. The time it takes for the money to appear depends on your bank or card issuer. Refunds are made in USD; we are not responsible for exchange rate differences or charges made by your bank.

8. Chargebacks

If you have a concern about a charge, please contact us first at sales@3drenderingagency.com. We can usually resolve billing questions quickly, and a refund made directly is faster for you than a card dispute.

If a chargeback is opened, we will provide the bank or card network with the Quote, the Order, the delivery records and our correspondence. While a chargeback is open, we may pause work on the affected Order, and no license to the Deliverables applies to amounts that have been charged back. This does not affect any right you have under the law or the rules of your card issuer.

See also our Terms of Service, our Privacy Policy and our pricing page.