Refund & Subscription Policy

Last updated: April 27, 2026

This policy explains how refunds, cancellations, and subscription changes work at Design Musketeer LLC (“Design Musketeer,” “we,” “us,” “our”). It applies to all clients of our design, branding, web development, motion, and creative services — including monthly subscriptions, custom projects, and hourly work.

This policy works together with our Terms and Conditions and Service Usage Policy. If anything in this policy appears to conflict with our Terms and Conditions, the Terms and Conditions control.

1. The Nature of Our Services

Design Musketeer sells professional creative services, not physical products. Our services include:

• Subscription packages (monthly recurring design and development hours)
• One-time projects and custom work
• Hourly design and development work
• Branding systems, websites, apps, motion, video, and product design

Because our work is human labor and time — not a product that can be shipped back — once we have started work on a task or billing period, that work is non-refundable. Time and effort cannot be returned. Concerns about delivered work are handled through our revision process, not refunds.

2. Subscriptions (Monthly Recurring Plans)

How Subscriptions Work

• Your subscription renews automatically each month on the same date you first signed up.
• By subscribing, you authorize us to charge your saved payment method on each renewal date until you cancel.
• You can manage your subscription at any time through your Customer Portal, accessible from the main menu of designmusketeer.com.

How to Cancel Your Subscription

To cancel, you must use one of these two methods:

1. Self-serve: Log in to the Customer Portal and click “Cancel Subscription,” or
2. Email: Send an email to hello@designmusketeer.com from the email address used at signup, with the subject line “Cancel Subscription.”

Telling a designer, posting in a Slack channel, replying inside a project thread, mentioning it on a call, or making a verbal request does not count as cancellation. Only the two methods above are valid.

When Cancellation Takes Effect

• Cancellation takes effect at the end of your current billing period. You keep access and continue receiving services until that date.
• Once a billing period has been paid for and begun, that month is non-refundable, even if you cancel mid-cycle or stop using the service.
• We do not issue retroactive refunds for past billing periods.

Downgrades and Upgrades

• You can change plans anytime in the Customer Portal or by emailing hello@designmusketeer.com.
• A downgrade request is not a cancellation. If you ask to move to a lower tier, your subscription stays active at the current tier until the change is processed.
• Downgrades take effect at the start of the next billing period.
• Upgrades take effect immediately, with the price difference prorated for the remaining days of the cycle.

Pausing Your Subscription

• Subscribers can pause their plan for up to 30 days per calendar year.
• To pause, email hello@designmusketeer.com at least 5 business days before your next renewal date.
• Paused subscriptions resume automatically on the date you choose.

Hourly Credit Rollover

• Tier 1 and Tier 2 subscriptions: Unused hours do not roll over into the next month.
• Tier 3 subscription: Up to 20% of unused hours roll over into the next month and must be used within that month.

3. One-Time Projects and Custom Work

Deposits

Custom projects — websites, full branding systems, app development, video productions, and similar engagements — require a non-refundable deposit before work begins. The deposit covers discovery, planning, and the start of design work, all of which involve labor that cannot be undone.

Milestone Payments

Larger projects are billed in milestones. Each milestone payment becomes non-refundable once work for that milestone has started. If you cancel mid-project, you will be billed only for completed and in-progress work up to the cancellation date.

Completed Deliverables

All delivered design files, code, copy, and creative assets are final and non-refundable once handed over. Concerns about delivered work are addressed through the revision rounds included in your project scope, not refunds.

4. When We Do Issue Refunds

We process refunds in the following situations:

1. Duplicate charges. If you were billed twice for the same period, we refund the duplicate within 5 business days of confirming the error.
2. Technical billing errors. If the wrong amount was charged, or a charge processed after a confirmed cancellation, we refund the difference.
3. Project not yet started. If you cancel a one-time project before any work has begun and within 48 hours of payment, we refund the full amount minus payment processing fees.
4. Failure to deliver. If Design Musketeer is unable to deliver a clearly defined, contractually agreed deliverable (not a subjective preference disagreement), we refund the unbilled portion of that deliverable.

How to Request a Refund

Email hello@designmusketeer.com with:

• Your name and the email address used for billing
• The date and amount of the charge
• A clear reason for the refund request

We respond within 3 business days and process approved refunds within 5–10 business days to your original payment method.

5. What Is Not Refundable

To be clear, the following are not eligible for refunds under any circumstances:

• Subscription months that have already begun
• Past months on a recurring subscription
• Completed and delivered design, development, or creative work
• Time spent on revisions, communication, project management, and meetings
• Project deposits, once any work has been performed
• Custom work where the client changes their mind, pivots their business, or no longer needs the deliverable
• Subjective dissatisfaction where the work meets the agreed brief and the included revision rounds have already been used
• Hours unused within a billing period (subject to the rollover rules in Section 2)

6. Free Trial

If you signed up through a 7-day free trial:

• You will not be charged during the trial period.
• If you do not cancel before the trial ends, your subscription begins automatically and the first month’s charge is processed.
• Cancellation during the trial must follow the same procedure described in Section 2 (Customer Portal or email to hello@designmusketeer.com).

7. Billing Disputes and Chargebacks

If you have any concern about a charge, please contact us first at hello@designmusketeer.com. We aim to resolve every billing concern within 3 business days.

Filing a chargeback or payment dispute with your bank without first contacting us is considered a violation of these terms. By using our services, you agree that:

• You will contact us at hello@designmusketeer.com to attempt a good-faith resolution before filing any chargeback or payment dispute.
• If a chargeback is filed without a prior refund request to us, we will respond with full records of services delivered, communications, and the original terms you agreed to at signup.
• Chargebacks filed in bad faith — including for services that were delivered, for past billing periods, or after the customer continued to use the service — may result in immediate account termination, suspension of all current and future services, and recovery of fees, dispute costs, and any reversed amounts.

We always prefer to resolve issues directly with you. Card network and bank rules around chargebacks are far stricter than our own internal process — talking to us first is faster, more flexible, and almost always results in a better outcome for everyone.

8. Quick Reference

9. Changes to This Policy

We may update this policy from time to time. The most current version will always be posted on this page with an updated “Last updated” date. Continued use of our services after a change means you accept the updated policy.

10. Contact

For all billing, refund, and subscription questions:

Email: hello@designmusketeer.com

Mailing Address: Design Musketeer LLC 26517 Danti Court Hayward, CA 94545 United States

This policy is governed by our Terms and Conditions, including the governing law and dispute resolution provisions therein.