Refund and Cancellation Policy

Effective Date: August 1, 2025

Because our services involve customized digital solutions,  including branding, UX/UI design, web development, and delivery of digital products, SuperCluster has established the following refund and cancellation terms. These terms are designed to ensure clarity, fairness, and transparency for both parties.

By engaging with SuperCluster, you acknowledge and agree to the terms outlined below.

Client-Initiated Cancellations

  • Within 24 hours of payment (before work begins):
    You are eligible for a full refund, minus any non-refundable transaction or processing fees charged by payment providers.
  • After project planning or initial work has started:
    You may be eligible for a partial refund of up to 50% of the project fee, based on:
    • The proportion of work already completed
    • Resources allocated (designer/developer time, licenses purchased, third-party costs)
    • Non-recoverable expenses incurred by SuperCluster
  • After delivery of the first milestone, draft, or prototype:
    No refunds will be issued, as significant time, labor, and intellectual property will already have been invested.
  • Subscriptions or retainers (if applicable):
    • Cancellations must be requested in writing at least 14 days before the next billing cycle to avoid renewal charges.
    • Payments already processed for an active billing period are non-refundable.
    • If services under a retainer are paused or unused during the active cycle, hours or deliverables do not “roll over” into future cycles unless explicitly agreed.

SuperCluster-Initiated Cancellations

SuperCluster may cancel or suspend services if:

  • Internal circumstances (e.g., staffing shortages, operational challenges) prevent reasonable delivery. In this case, the client will receive:
    • A full refund if no work has begun, OR
    • A partial refund proportional to the portion of work not completed.
  • Client misconduct occurs, including:
    • Engagement in unlawful, fraudulent, or unethical business practices
    • Misuse of deliverables (e.g., unauthorized resale or distribution)
    • Abusive, threatening, or uncooperative behavior toward staff or contractors

In such misconduct cases, no refund will be provided, and outstanding payments remain fully due.

Delivery Delays

  • Delays caused by SuperCluster:
    If unreasonable delays occur that are solely our responsibility, the client may be eligible for either:
    • A partial refund, OR
    • Service credit applied toward future work (at our discretion).
  • Delays caused by the client:
    If timelines are affected due to late delivery of content, approvals, credentials, or feedback, SuperCluster is not liable. In such cases:
    • Delivery schedules will be revised accordingly
    • No refunds will be issued

Circumstances Where No Refunds Will Be Issued

Refunds will not be granted under the following conditions:

  • The project has been partially or fully delivered in line with the agreed scope of work
  • Performance outcomes (e.g., SEO rankings, ad conversions, revenue growth) fail to meet expectations, as such outcomes depend on external market factors outside SuperCluster’s control
  • The client fails to provide timely approvals, materials, or required information
  • Third-party issues (e.g., hosting outages, domain registrar failures, plugin conflicts, ad platform suspensions) disrupt project performance
  • The client misuses, misrepresents, or modifies deliverables in ways that undermine results or violate agreed usage terms

Digital Products

  • All sales of digital products (templates, design systems, guides, downloadable assets, courses) are final.
  • Due to the nature of digital content, once a product has been delivered, accessed, or downloaded, no refunds will be offered.
  • Clients are responsible for confirming system compatibility and intended use prior to purchase.

Chargebacks & Disputes

  • Clients agree not to initiate chargebacks without first contacting SuperCluster to attempt resolution in good faith.
  • Any unauthorized chargeback will be considered a breach of contract. SuperCluster reserves the right to:
    • Suspend all current and future services
    • Revoke usage rights to deliverables
    • Pursue recovery of the disputed amount, plus any associated legal, administrative, or collection costs

Exceptions

  • At its sole discretion, SuperCluster may grant exceptions in cases of:
    • Demonstrable financial hardship
    • Clear billing or administrative errors
    • Good faith disputes where fairness requires flexibility
  • Any exception must be documented in writing by an authorized SuperCluster representative.

Severability

If any part of this Refund & Cancellation Policy is deemed invalid or unenforceable, the remaining provisions will continue in full force and effect.

Contact

If you have questions about this policy or believe your situation qualifies for an exception, please contact us at: hi@supercluster.studio

SuperCluster is committed to professionalism, transparency, and building long-term client partnerships.