SBTEXMEDIA
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Before work starts ✦ During a project ✦ After delivery ✦ Revisions ✦ Cancellations
This Refund Policy explains how cancellations, revisions and refunds work when you commission work from SBTEXMEDIA, the freelance document design and digital solutions practice operated by Bayazid Kajol, Founder of SBTEXMEDIA. It applies to services described across this website, including PDF editing, fillable PDF forms, online form design, Word formatting, Excel templates, graphic design, logo design, ebook and workbook design.
Custom creative work sits awkwardly with the idea of a refund. Unlike a physical product, a delivered design cannot be returned — the time spent producing it is gone, and you keep the files. A policy that promised unconditional refunds would either be dishonest or would make the work unsustainable. A policy that refused all refunds would be unfair to a client who was genuinely let down.
What follows is an attempt to be straight about that. Refund rights are strongest before work begins and narrow as the work progresses, because that reflects where the effort has actually gone. In return, several protections sit on my side of the ledger: a free assessment before you pay, a fixed written quote, revisions included within scope, and a commitment to fix at my own cost anything I got wrong.
Almost every refund dispute in freelance work traces back to a disagreement about scope. This is why scope is put in writing before anything begins.
Before any project starts, you receive a written scope. It sets out exactly what will be delivered, in which file formats, how many revision rounds are included, what is expressly excluded, the delivery date, and a fixed price. Work begins only once you have approved it.
That document is the reference point for everything in this policy. When this page refers to work matching or not matching what was agreed, it means the written scope — not an impression formed from a website page, a chat message, or an assumption neither of us stated aloud.
Requirements evolve, and that is normal. If you ask for something outside the agreed scope, I will tell you it is out of scope and quote it as additional work before doing it. You will not receive a surprise invoice, and I will not silently absorb substantial extra work and then resent it. Either way, a scope change is agreed in writing before it is carried out.
Your refund position depends on where a project has reached. This section defines those stages precisely.
For the purposes of this policy, a project passes through four stages. Knowing which stage applies tells you exactly where you stand.
Small projects are usually paid in full on booking. Larger projects — full workbooks, books, catalogue processing, multi-form systems — are commonly split into a deposit and a balance, or into milestones. Where a deposit is taken, it secures the schedule slot and covers the initial phase of work. Milestone terms, including what each milestone covers, are stated in the written scope.
You may cancel a project at any time. What you receive back depends on how much work has been done, and you always keep whatever has been produced up to that point.
A full refund of everything paid, less any non-recoverable payment processing fees charged by the payment provider or freelance platform. Those fees are typically small and are not retained by me — they are simply not returned by the processor. No reason needs to be given.
A partial refund reflecting work not yet done. You are charged for the hours genuinely spent up to the point of cancellation, and you receive every file produced so far in its current state — including work-in-progress drafts. Nothing is withheld as leverage.
Once final files have been delivered, the service has been performed and cancellation is no longer available. Your remedies at that point are the included revisions and, where the deliverable does not match the agreed scope, the correction process described under Refund Eligibility.
Occasionally I may need to withdraw from a project — because a requirement turns out to be beyond what I can deliver properly, because the work would require something I decline on ethical or legal grounds, or because illness or circumstances make the agreed deadline impossible. In those cases:
Where a project stalls because materials, feedback or approvals have not been received despite reasonable reminders, it may be placed on hold. After an extended period of inactivity — normally ninety days — a project may be closed, with work completed to that point delivered and charged. The project can be reopened later, though scheduling and pricing may need revisiting.
Revisions are the primary remedy if a deliverable is not right — and in most cases they resolve the issue faster and better than a refund would.
Every project includes revision rounds, with the number stated in the written scope. Their purpose is to close the gap between what you pictured and what was delivered. Within the agreed scope, I would rather spend another hour getting something right than have you accept a file you merely tolerate.
If a mistake is mine — a typo I introduced, a miscalculating formula, a broken field, a file exported to the wrong specification — it is corrected at my cost, promptly, and it does not consume one of your revision rounds. That applies whether the error is spotted on day one or discovered later.
Once final files have been delivered and the deliverables match the agreed scope, the service has been performed. Refunds are not normally available at this point, for a reason worth stating plainly rather than hiding in a clause: the work cannot be un-done, the time cannot be recovered, and you retain files you can continue to use commercially.
Delivery does not extinguish your position where something is genuinely wrong. If a deliverable does not match the written scope and cannot be corrected, a refund remains available — see Refund Eligibility below.
Custom design — logos, brand systems, ebook interiors, workbooks, packaging and campaign material — carries a particular characteristic: much of the value is created early, in exploration and direction, before anything looks finished.
This is why several services build in an approval checkpoint before the bulk of production: concepts presented in black and white for a logo, a sample spread before an ebook is fully laid out, one module before a workbook is completed, a rough cut before a video is polished, a sample set before a catalogue is batch-processed.
These checkpoints are the cheapest place to change your mind. Rejecting a direction at sample stage costs an hour. Rejecting it after the whole piece has been built costs days, and a refund at that point cannot restore the time spent on either side.
Occasionally a client dislikes every concept presented. Where that happens at the concept stage, before refinement and production, I will either present a further round in a genuinely different direction, or — if it is clear we are not aligned — close the project and refund the balance not yet spent on work performed. That is a better outcome for both of us than pushing on toward something neither party believes in.
Time spent on research, exploration and concept development is real work, whether or not the resulting direction is chosen. Where a project is cancelled after concepts have been presented, that time is charged even though no final file was produced.
Everything delivered by SBTEXMEDIA is a digital file. That has consequences for refunds which are worth setting out directly rather than leaving implicit.
Once a file has been sent, it is in your possession permanently. Deleting a copy does not undo delivery, and there is no mechanism by which possession can be reversed. This is precisely why refund rights narrow at delivery, and why the approval checkpoints described above exist.
Where a ready-made template or pre-built file is purchased rather than commissioned, it is non-refundable once the download has been provided, because the product has been fully supplied at that moment. Descriptions, specifications and file formats are stated before purchase — please read them, and ask if anything is unclear beforehand.
Deliverables are supplied in the formats stated in the scope and tested before handover. Refunds are not available because a file will not open in software you did not mention, or on a version significantly older than current releases. If you have specific software or version constraints, tell me at the briefing stage and they will be built into the scope.
If a file arrives corrupted, incomplete or fails to download, tell me and it will be resupplied immediately at no cost. A delivery failure is not a reason for a refund, because it is simply a delivery problem I will fix.
Listed plainly so nothing here is a surprise after the fact.
Most projects that go wrong do so because something was not shared early. These are the things that genuinely matter.
Responsibilities run both ways. If I miss an agreed deadline for reasons within my control, tell me. Depending on the impact, that may mean expediting the remaining work, a partial refund, or cancellation with a refund of the balance. A missed deadline that costs you something is not something you should have to absorb quietly.
When a refund is available, how to request one, and how it will be handled.
Contact me by email or WhatsApp using the details below. Include the project reference or scope document, describe what is wrong, and identify the specific part of the agreed scope you believe has not been met. There is no form to fill in and no defensive process to navigate.
Where a project was commissioned through Fiverr or Upwork, that platform's own order, cancellation and dispute resolution rules apply to the transaction, and they take precedence over this policy. Refunds in those cases are processed through the platform. I will always try to resolve matters directly and fairly first, but the platform's process remains available to you and I will not discourage you from using it.
Nothing in this policy removes or limits rights you have under the consumer protection law that applies to you. Consumers in some jurisdictions — including the United Kingdom and the European Union — have statutory cancellation rights for services bought at a distance, which may operate differently from the terms above. Where such rights apply, they prevail over this policy. If you believe a statutory right applies to your situation, tell me and it will be honoured.
Please raise the matter with me directly before initiating a chargeback or platform dispute. A chargeback is slow, involves fees for both parties, and rarely produces a better outcome than a conversation. In eight years and more than 1,300 projects, almost every disagreement has been resolved by simply discussing it. Where agreement genuinely cannot be reached, the dispute resolution provisions in the Terms & Conditions apply.
This Refund Policy may be updated from time to time. The version in force for your project is the one published at the date your scope was agreed. Changes are reflected in the date at the top of this page rather than made silently.
Every project starts with a free assessment and a fixed written scope — so you know exactly what you are getting before you pay anything. Tell me what you need and you'll have a quote, usually within a few hours.
"Let's turn your vision into something exceptional — together."
I respond within a few hours — about a refund request or a new project.