Refund Policy

TrueLogos sells you the design service and engages an independent designer to deliver it. Your payment is made to TrueLogos, so refunds are TrueLogos's obligation to you: you ask us, and we pay any refund due. A designer never owes you a refund directly, and you never have to recover money from a designer.

If you are a consumer based in the UK or EU, you have a statutory right to cancel a service contract within 14 days of the day the contract is made, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (or the equivalent EU Consumer Rights Directive). Because a logo design project is a bespoke service that starts once you accept a designer's quote, you expressly request that work start within the 14-day period when you accept the quote (you tick a box saying so before the quote can be accepted). If you cancel after work has begun, we may deduct a reasonable amount for the service already supplied - this does not remove your statutory right, it only affects how much is refunded once performance has started. Once the work has been fully performed, the right to cancel ends. This statutory right is in addition to, and does not limit, the refunds described below.

• Credits you have not spent can be refunded within 14 days of purchase, to the original payment method • Credits that have been spent on a project are not refunded as money, except as described below • Credits do not expire, so after 14 days unused credits stay in your account for future projects

• Before you accept a designer's quote: no credits have been taken, so cancelling costs nothing. You can do this yourself with "Cancel Project" on the project page • Cancelled after work has started: email support@truelogos.pro; a person reviews the work done so far and we return the credits for the work not yet done (case by case) • The designer does not deliver, or abandons the project: we return all of that project's credits to your balance • Significant delays beyond the agreed timeline, or a platform error that prevents delivery: we return the credits in full or in part, depending on what was delivered • The designer is paid only after you approve the final delivery, or after our support team resolves a dispute in the designer's favour

If you're unsatisfied with a designer's work: 1. Report the issue before approving the final delivery 2. Give specific examples of what is wrong 3. Request revisions from the designer 4. If it is still unresolved, email support@truelogos.pro and we mediate 5. Depending on the verified issue, we return part or all of the project's credits

Duplicate charges or any amount charged in error are refunded in full to the original payment method.

• A project after you approve its final delivery • Credits spent on delivered and approved work • Accounts closed for breaking our Terms of Service

1. Email support@truelogos.pro with your project or payment details 2. A person reviews every request 3. We reply to your email with an approval or an explanation 4. Money refunds go to the original payment method; how long it takes to appear on your statement depends on your bank. Credit returns to your balance are immediate 5. If you are not satisfied with our answer, the Complaints section of our Terms of Service sets out where you can take it next

Please contact us before starting a chargeback; we can usually resolve it faster. You keep the right to dispute a card transaction with your card issuer. We may stop selling to an account with an unresolved chargeback while we look into it.