Terms and Conditions

Last updated: December 2, 2024

1. Delivery Policy

Delivery Timeline

Services are delivered according to the purchased package or signed agreement. Factors influencing turnaround times include service complexity and scope, speed of feedback, order date/project queue, and accuracy of initial requirements.

What Counts as "Delivered"?

Delivery is considered complete when all agreed deliverables are completed per project scope, final files are shared in agreed formats, and work meets outlined standards.

Cancellations Before Delivery

Refund eligibility for cancellations before delivery depends on the amount of work completed, terms in the agreement/package, and the standard refund policy (Section 3).

2. Payment Policy

Monthly Packages

Full payment in advance is required for work to begin. Ongoing services are billed monthly. Refunds are processed as per Section 3.

Pricing & Invoicing

All prices are exclusive of VAT and applicable taxes, which will be added where required. Cost estimates are indicative and subject to final confirmation after reviewing full requirements.

Additional Work & Rate Changes

Add-on services: Work outside the original quotation (e.g., extra design, development, third-party services) will be charged separately based on the current rate card.

Rate revisions: Hourly or package rates may be updated once per twelve-month period maximum.

Price Increase/revision: Requires at least two (2) months' notice before any rate change.

Your options: You can terminate the contract by providing three (3) months' written notice within two (2) weeks of receiving a price-change notification if you don't accept new rates.

Late Payments

Interest may be charged in accordance with applicable late payment legislation, calculated daily until paid in full. Services may be temporarily suspended. All outstanding amounts become immediately due if the agreement is terminated. We may offset amounts owed against amounts we owe you, where legally permitted.

3. Refund Policy

Refund requests are evaluated case-by-case within three (3) months from the purchase date.

3.1 When Refunds May Be Approved:

  • Copyright/Trademark Issues: If the delivered logo is proven to be copied or infringes existing intellectual property.
  • Material Defects: If the final design is demonstrably defective or significantly different from what was agreed or advertised.
  • Duplicate Orders: For accidentally placed duplicate orders for the same service.
  • Quality Review Required: All refund requests undergo internal quality assurance review. If the team confirms the design is defective or unusable as promised, up to 100% of the project fee may be refunded in qualifying scenarios.

3.2 Refund Timelines & Amounts:

  • Before initial concepts delivered: Up to 100% refund minus 10% processing fee.
  • Within 48 hours after receiving initial concepts: Up to 75% refund minus 10% processing fee.
  • Between 48-120 hours after initial delivery: Up to 35% refund minus 10% processing fee.
  • After 120 hours: Generally not available. You are encouraged to contact us to explore remedies and improve the work rather than request a refund.

3.3 Important Project Terms:

  • Inactive Projects: If there is no communication for 30 consecutive days (except pre-agreed extensions), the project may be placed on hold and archived. A £50.00 reactivation fee applies to reactivate archived projects.
  • Concept Approval: Once a concept is approved and revisions requested, the project enters the refinement stage. Standard revision rights apply from this point, and refund rights are generally voided after concept approval.

3.4 When Refunds Are NOT Available:

Refunds are not offered in situations such as:

  • Change of mind after work has commenced.
  • Excessive revisions (e.g., revising branding guide, color scheme, font selection, adding/removing elements, general participation in large contests/broadcasts).
  • Copyright violations originating due to the client's own design or work.
  • Work where the design was created according to the client's submitted brief, files, or instructions.
  • Missing information from the client that fails to submit required briefs or specifications, causing delays or impacting outcomes.

Your Acceptance

By placing an order, making a payment, or using any Website Optimax services, you confirm that you have read, understood, and agreed to these Terms & Conditions. This policy may be updated, and continued use of services after changes are posted constitutes acceptance of the updated terms.