Refund Policy

Last Updated: August 19, 2026

Crush is a brand and creative design studio operated by Palwon Group LTD ("Crush", "we", "us", or "our").

We want every client to feel confident when ordering our logo, branding, and creative services. This Refund Policy explains when refunds may be requested while also protecting the time, resources, and original creative work invested in every project.

1. Concept Approval

A concept is considered approved when the client clearly indicates that the proposed design direction is on the right track. This may happen through:

• Written confirmation by email, WhatsApp, project platform, or another communication channel used for the project; or
• Submission of feedback or a revision request that clearly confirms the client wishes to continue with a particular concept or design direction.

Where a package includes our 48-hour first concept delivery, the 48-hour period begins once we have received all information required to start the project, including the completed creative brief and any requested materials.

The 48-hour commitment refers to the delivery of the first concepts, not necessarily completion of the entire project.

Concept approval does not mean the project is finished. Clients may continue requesting revisions according to the revision allowance included in their purchased package.

2. Logo Design Refund Policy

If you are not satisfied with your logo design, you may request a refund subject to the conditions below.

Before Concept Approval

A full refund may be requested before approving or selecting an initial logo concept, provided that you have allowed us at least one reasonable revision or additional attempt based on clear feedback.

After Concept Approval

A refund may still be requested within 7 calendar days after concept approval, provided that:

• Final logo files have not yet been delivered;
• The logo or concept has not been commercially used, published, registered, or otherwise put into use; and
• You have allowed us at least one reasonable opportunity to revise the work based on your feedback.

Partial Refunds

For logo design projects, requests made between 7 and 14 calendar days after concept approval may be eligible for a partial refund:

• 1–2 completed revision rounds → up to 60% refund
• 3–4 completed revision rounds → up to 40% refund

Requests made after 14 days may be reviewed individually, but refund eligibility will be limited.

Any refund will never exceed the amount originally paid for the relevant service.

Non-Refundable Situations

Unless otherwise required by applicable law, refunds will generally not be available when:

• 14 or more calendar days have passed since concept approval;
• Final design/source files have been delivered, accessed, approved, or downloaded;
• The approved design has already been commercially used or published;
• Five or more revision rounds have been completed;
• The client substantially changes the original brief or project direction after work has begun;
• Delays are caused by missing information, feedback, approvals, or materials from the client.

We will, however, take responsibility for verified cases of plagiarism attributable to our work or significant technical delivery errors such as corrupted files, missing agreed assets, or incorrect file formats.

3. Branding Package Refunds

Our larger branding packages may include multiple custom deliverables such as logo design, brand strategy, typography, colour systems, social media assets, stationery, mockups, brand guidelines, or other creative materials.

Because these packages require significant custom work and resources, refund eligibility depends on the stage of the project.

Where the package begins with a logo/concept phase, the client may request a refund for that phase according to the Logo Design Refund Policy above before production of the remaining branding deliverables begins.

Once additional branding deliverables have entered production, completed work and resources already allocated to the project may be deducted from any refund for which the client is otherwise eligible.

Clients must provide reasonable feedback and allow at least one revision opportunity before requesting a refund based on dissatisfaction with the creative direction.

4. Client Inactivity

Our process depends on timely communication and feedback from the client.

If a client does not respond, provide requested information, submit feedback, or provide necessary approvals for 40 consecutive calendar days, Crush may consider the project inactive and close the project.

Once a project is closed due to inactivity:

• Work completed up to that point will be delivered as-is where applicable;
• Further revisions are not included;
• Any additional work may require a new fee or project;
• The project becomes non-refundable, except where applicable law requires otherwise.

5. Final Delivery & Additional Changes

Once the final agreed deliverables have been provided, the original project is considered completed.

Any new concepts, additional deliverables, significant changes in direction, or requests outside the original agreed scope may require an additional fee.

Unless otherwise agreed, the number and type of revisions included are determined by the package or proposal purchased by the client.

Before issuing a refund, Crush may first offer a reasonable solution, including:

• Assigning another designer;
• Providing an additional concept or creative direction;
• Providing additional revisions;
• Reviewing the project directly with a project manager or senior designer.

Our aim is always to resolve the issue and deliver work the client is genuinely happy to use.

6. Portfolio & Marketing Use

Unless otherwise agreed, Crush may display completed or publicly launched work in our portfolio, website, social media, case studies, or other promotional materials.

If you do not want your project displayed publicly, you may contact us and request that it remain private. Reasonable requests will be respected.

Confidential or unreleased client information will not intentionally be published without appropriate permission.

7. Refund Processing

Approved refunds will normally be returned to the original payment method used for the purchase.

Processing times depend on the payment provider and the client's bank. Crush and Palwon Group LTD are not responsible for delays, exchange-rate differences, bank charges, or payment-processing fees outside our control.

To request a refund, please contact us and provide:

• Your name and/or company name;
• Your order or project information;
• A short explanation of the issue.

We will review the request and determine eligibility under this Refund Policy and applicable law.

8. Our Commitment

Our goal is simple: deliver exceptional branding through real designers, with a fast and straightforward process.

If something isn't right, we want the opportunity to make it right. Depending on the circumstances and package purchased, this may include revisions, additional concepts, reassignment to another designer, or a refund where eligible.

Nothing in this Refund Policy limits any mandatory consumer rights or remedies that cannot legally be excluded under applicable law.