Refund Policy

Effective Date: September 1, 2026
Last Updated: September 1, 2026

Bigfolio LLC ("Bigfolio", "we", "us") provides custom, project-based professional services. Work is scoped, scheduled, and staffed specifically for each client. This policy applies where no signed agreement provides otherwise. Where a signed Service Agreement, Retainer Service Agreement, or statement of work exists, that agreement governs and takes precedence.

By making any payment to Bigfolio, you confirm you have read, understood, and accepted this policy.

1. General Principle

Fees pay for time, expertise, and reserved production capacity. Once a team is allocated and work begins, that capacity cannot be resold or recovered. Refunds are assessed strictly against work performed, never against outcomes achieved, satisfaction, or change of mind.

All fees are non-refundable except in the single circumstance set out in Section 5.

2. Deposits and Kickstart Payments

The initial payment secures your position in our production schedule and covers discovery, planning, technical scoping, architecture, and resource allocation. Work begins on receipt of this payment.

• Once work has begun, the deposit is non-refundable in full. This includes cases where you subsequently change direction, change platform, sell the business, lose funding, or decide not to proceed.
• Before any work begins: if you cancel in writing before we commence any work, we will refund the deposit less administrative costs and any non-recoverable third-party costs already incurred. "Work" includes discovery calls, scoping, planning, research, account setup, and scheduling.
• Credit option: we may, at our sole discretion, credit unused deposit value toward future services within twelve (12) months. This is a courtesy, not an entitlement, and does not create a right to a cash refund.

3. Milestone and Project Payments

• Payments for milestones that have been completed, delivered, or deemed accepted under our Terms of Service are non-refundable in full.
• If you cancel mid-project, you remain liable for all work completed to the cancellation date, calculated against the milestone schedule or at our standard hourly rate, whichever is greater.
• Any amount paid in advance that exceeds the value of work performed will be refunded within thirty (30) days of written cancellation.
• Our records of work completed and hours expended are determinative absent manifest error.

4. Retainers

• Retainers require thirty (30) days' written notice to cancel.
• Fees for the current and notice-period billing cycles are non-refundable, as capacity has been reserved and cannot be reallocated.
• Unused hours are forfeited on cancellation and do not convert to a refund or credit, except as expressly stated in your agreement.
• Overage work performed before cancellation remains payable in full.
• Suspension of services for non-payment does not pause, extend, or refund the retainer period.

5. If We Fail to Deliver

This is the sole circumstance in which a refund of paid fees is available.

If we fail to deliver work that materially conforms to the written scope, and we do not remedy the non-conformity within thirty (30) days of receiving your specific written notice identifying the deficiency:

• You may terminate the engagement in writing
• We will refund the amounts paid for the specific non-conforming deliverable only, not for the engagement as a whole
• You retain full rights to all deliverables paid for and completed to that point

Conditions. This remedy applies only if: (a) you gave written notice within fourteen (14) days of delivery specifying the deficiency in detail; (b) you granted us reasonable access and cooperation to remedy it; (c) the non-conformity is measured against the written scope, not against expectations, verbal discussions, or commercial results; and (d) your account is current.

This is your sole and exclusive remedy for non-conforming work, and is subject to the Limitation of Liability in our Terms of Service.

6. What Is Never Refundable

No refund, credit, or price reduction is available for:

• Business outcomes. We do not guarantee sales, revenue, traffic, conversion rates, search rankings, or any commercial result. Failure to achieve a business outcome is never grounds for refund.
• Change of mind, change of strategy, or change of budget after work has commenced.
• Subjective dissatisfaction with work that conforms to the approved brief, design, wireframe, or written specification.
• Design preference. Where deliverables match an approved design or Figma file, aesthetic disagreement is not a defect.
• Client-caused delay, non-response, or abandonment, including failure to provide feedback, materials, credentials, approvals, or content.
• Third-party costs. Shopify or platform subscriptions, app licences, hosting, domains, fonts, stock assets, plugins, APIs, and similar pass-through costs, whether paid by you or advanced by us.
• Scope changes you requested and approved by change order.
• Third-party platform issues. Shopify outages, pricing changes, API deprecations, app failures, theme incompatibilities, or platform policy changes outside our control.
• Client or third-party modifications. Any issue arising after you, your staff, or another provider modify our deliverables, code, theme, or configuration.
• Consequences of your instructions. Where we implemented what you specified or approved.
• Work completed to specification but not launched, including where you delay or abandon launch.
• Data loss where you did not maintain independent backups.
• Regulatory or compliance outcomes, including accessibility, PCI-DSS, HIPAA, or tax configuration, unless expressly contracted as part of the written scope.
• Delays caused by force majeure as defined in our Terms of Service.
• Time spent on meetings, calls, research, planning, revisions, or communication, all of which are billable work.

7. Acceptance and the Review Window

Deliverables are deemed accepted on the earlier of your written approval, or seven (7) calendar days after delivery without written rejection specifying the deficiency in detail.

Once a deliverable is accepted or deemed accepted, no refund is available for it under any circumstances, other than the narrow remedy in Section 5 where notice was given within the window.

Deployment, publishing, or commercial use of a deliverable constitutes acceptance regardless of the review window.

8. Revisions

Revisions included in your agreement are for refining work against the approved brief. They are not a mechanism for changing direction.

• Revision rounds not used are forfeited and hold no cash value.
• Requests that alter the approved scope, design, or specification are change orders, not revisions, and are billed separately.
• Exhausting your included revisions does not entitle you to a refund.

9. Project Suspension and Abandonment

If you fail to provide required feedback, materials, approvals, or access for thirty (30) consecutive days, we may suspend work on written notice. You remain liable for all work completed to that date.

If suspension continues a further sixty (60) days, we may terminate the engagement. Amounts paid in advance that exceed the value of work performed will be refunded within thirty (30) days. No refund is available for work already performed.

Projects suspended for more than thirty (30) days may be resumed subject to availability and a reactivation fee of ten percent (10%) of remaining project value.

10. Digital Products

Where we sell downloadable assets, themes, or software:

• Refunds are available only where the product is materially defective and we cannot resolve the defect within fourteen (14) days of your written report.
• No refunds for change of mind, incompatibility with your environment, failure to read the product description, or lack of technical ability to install or use the product.
• Where a product has been downloaded, installed, or deployed, it is deemed accepted.

11. Chargebacks

If you have a billing concern, contact us first at hello@bigfolio.co. We respond to all billing enquiries within ten (10) business days.

Initiating a chargeback or payment dispute without first contacting us and allowing thirty (30) days to resolve the matter is a material breach of our Terms of Service. In that event we may, in addition to any other remedy:

• Immediately suspend all services and access
• Revoke all licences to deliverables, including those already deployed
• Withhold source files, credentials, and documentation
• Recover the disputed amount, chargeback fees, administrative costs, and attorneys' fees where permitted by law
• Decline all future engagements

Nothing in this section limits your statutory rights or your rights under your card issuer's rules.

12. Billing Disputes

Contact hello@bigfolio.co within thirty (30) days of the invoice date, with "Billing Dispute" in the subject line and the specific items in question. We will investigate and respond within ten (10) business days.

Disputes not raised in writing within thirty (30) days of the invoice date are waived, to the maximum extent permitted by law. Continued instruction of work after an invoice constitutes acceptance of that invoice.

13. How Refunds Are Issued

Where a refund is due under this policy:

• It is issued to the original payment method only
• Processing takes up to thirty (30) days from written approval
• It is net of transaction, processing, currency conversion, and payment gateway fees already incurred, which are non-recoverable
• It is issued in USD. We are not responsible for exchange rate movements, intermediary bank charges, or receiving-bank fees
• Your account must be current, with no outstanding invoices, before any refund is processed
• Acceptance of a refund constitutes full and final settlement of all claims relating to the refunded work

14. No Waiver

Our agreeing to a refund, credit, or accommodation in any instance does not create a precedent, waive any provision of this policy, or entitle you or any other client to similar treatment.

15. Limitation

Any refund claim must be made in writing within one (1) year of the payment to which it relates, to the maximum extent permitted by law. Claims made after that period are permanently barred.

All refunds are subject to the Limitation of Liability in our Terms of Service.

16. Changes to This Policy

We may update this policy at any time. The version in effect at the date of your payment governs that payment.

Contact

Bigfolio LLC

United States: 453 S Spring St, Suite 1212, Los Angeles, CA 90013, USA

hello@bigfolio.co