Refund Policy

Refund Eligibility

Before Work Begins: If you decide to cancel the project before work has started, you are eligible for a full refund of any payments made. Please note that a cancellation request must be made in writing or through direct communication (email or instant message) to be considered valid.
After Work Begins: Once the work on your project has started, the payment is non-refundable. This is due to the time, effort, and resources already invested in your custom design. However, we aim to make sure you are happy with the direction of the project and encourage communication and collaboration to avoid the need for a refund.
Refund on Deliverables: If any part of your project is incomplete or significantly deviates from the agreed-upon specifications, and we are unable to resolve the issue through reasonable revisions, you may be entitled to a partial refund based on the value of the work not delivered.

Project Cancellation

Client-Initiated Cancellation: If you wish to cancel your project after work has begun, you must notify CeleStar in writing. Depending on the stage of the project and the resources already expended, we will assess the situation and provide a prorated refund or offer an alternative resolution, such as transferring to a different scope or service.
- Refund Calculation: If cancellation is requested after the work has begun, a partial refund may be offered based on the percentage of work completed. This ensures that the time and effort already invested are compensated fairly.
CeleStar-Initiated Cancellation: CeleStar reserves the right to cancel a project at any time if there is a breach of terms, unethical behavior, or failure to comply with project guidelines. In such cases, the client will be refunded for any uncompleted work or payments made for services not rendered.

Revision and Modification Policy

Included Revisions: Each project includes a set number of revisions as part of the agreed-upon scope. These revisions are intended to refine and perfect the design, not to make substantial changes to the project or design concept. Minor changes within the scope of the original agreement will be made without additional charge.
Major Changes or Additions: If you request major revisions or additional work outside the original scope, an additional fee may be required. These additional fees will be discussed and agreed upon before any work begins.
Unresolved Disputes: In the unlikely event that a dispute arises over the final product, CeleStar will make a reasonable effort to resolve the issue through revisions and communication. If we are unable to reach a resolution that satisfies both parties, we will provide a refund for any work that was not completed or was found to be outside the original agreement.

Digital Products and Virtual Goods

Non-Tangible Products: Since CeleStar specializes in creating custom virtual designs, all products are intangible, digital goods. Once a design has been delivered and accepted by the client, no refund will be issued, as digital products cannot be returned or "reclaimed" once used in virtual worlds such as Second Life, Inzoi, or The Sims 4.
Pre-Delivery Refunds: If you cancel the project before receiving any digital designs or assets, you are entitled to a full refund, provided the work has not yet been delivered or started.

Refund Process

Refund Request: To initiate a refund request, please contact CeleStar directly through your chosen communication method. You will need to provide your reason for the refund and details about the project, including any specific areas of concern. Refund requests will be reviewed on a case-by-case basis, and a decision will be communicated within 7 days.
Processing Time: If a refund is approved, it will be processed within 14 business days. Refunds will be issued through the same method of payment that was originally used unless otherwise agreed.
Partial Refunds: In cases where a partial refund is warranted (e.g., cancellation after work has started), the amount refunded will reflect the work completed and delivered at the time of cancellation. This will be determined based on the percentage of the project completed and the scope of services rendered.

No Refund Situations

Refunds will not be issued under the following circumstances:
Failure to Communicate: If a client has failed to provide timely feedback or communication during the project’s development, resulting in delays or incomplete work.
Client’s Change of Mind: If a client decides they no longer want the project or changes their mind about the original design concept after work has begun, no refund will be issued.
Completed Deliverables: Once the project has been completed and final approval has been given by the client, no refund will be issued.
Breach of Contract: If the client violates the terms and conditions of the service agreement (e.g., failure to pay, unethical behavior, or harassment), CeleStar reserves the right to terminate the project and retain payment for the work completed.

Client Satisfaction

Our goal at CeleStar is to ensure you are satisfied with the work you receive. If you are dissatisfied, please contact us as soon as possible so that we can attempt to resolve the issue. We value your feedback and will work diligently to make sure your design needs are met, within reason, and that your experience is a positive one.

By agreeing to engage with CeleStar Creations, you acknowledge that you have read and understood our refund policy. Our goal is to ensure that every client is happy with their virtual spaces, and we believe this policy helps create a fair and balanced relationship between both parties.

Thank you for choosing CeleStar, and we look forward to bringing your vision to life!