2. Scope of Services & Project Initiation

• Service execution: Our services will be performed strictly according to your project brief, specifications, and guidelines. All work received by Crystal Web Agency will be done in accordance with the information and guidelines provided upon ordering or initiation of work.
• Project brief requirements: You must ensure that you fully provide all the information, images, and text before project initiation.
• Amendments: Any changes to project structure, functionality, or creative directions not stated in the original project brief will be charged extra according to our hourly rate.

3. Revisions & Feedback

We are committed to your satisfaction; therefore, we offer a comprehensive revision policy and feedback process as stated below:

• Package entitles: Depending on your package, you will receive a certain number of free revisions. However, unlimited revisions are given to original design concepts if the project brief does not change. See the Refund Policy and Money Back Guarantee sections for more information.
• Processing time: All standard revision requests take at least 48–72 hours for processing and delivery.
• Concept modification: Design concepts, mascots, and general layout changes not related to the initial project brief will be charged extra.

4. Refund Policy and Money Back Guarantee

The Refund Policy is applied on a case-by-case basis, depending on a project’s progress, the initial brief, and the number of requested changes approved by the Client. The Money Back guarantee will be void after we ship or approve initial design concepts or any revisions to them.

Refund policy breakdown

• Before initial delivery: If you request a refund before initial delivery of concepts or project mock-ups, you will receive a 100% refund (subject to a 10% administrative, merchant, and processing fee).
• Within 48 hours of delivery: If you request a refund within 48 hours of initial project delivery, you will receive a 66% refund (subject to a 10% administrative and processing fee).
• Between 48 and 120 hours of delivery: If you request a refund between 48 and 120 hours of initial project delivery, you will receive a 33% refund (subject to a 10% administrative and processing fee).
• After 120 hours: No refunds will be issued after 120 hours from initial project delivery.

Service-specific refund restrictions

No refunds will be issued for the following:

• Final deliverables: Once project source files, vector files, or high-resolution files are sent or downloaded
• Web development: After your website designs are approved, coding is initiated, or the website is launched at staging or production servers
• Video & animation: After storyboard or script approval
• Combo & bundled services: Refunds will only apply for the unapproved service (e.g., if you approved logo design but did not approve web development, the refund will be calculated depending on your initial combo discount)
• Inactive orders: If the progress of your order is inactive for 30 consecutive days due to no response, assets, or action from your side, the project will be archived. Reactivation of inactive or archived orders will require an additional $100 reactivation fee.

5. How to request a refund

To process a refund, you need to contact us via any of the methods below so that our finance department can formally note your request.

• Phone Number: (737) 276-1484
• Live chat: 24/7 online chat support on our website
• Email: info@crystalwebagency.com

Copyright and usage note

After processing a refund, all intellectual property rights, copyright usage, design ownership, and rights to display any draft concepts will be reverted to Crystal Web Agency. You (the Client) will not have any direct or indirect rights to view, display, modify, use, or distribute any assets and design drafts provided by us.

6. Client account, communication, and correspondence policy

• Official communication: All approvals, file deliveries, and communication concerning your project must be done via our client portal or email addresses ending with crystalwebagency.com.
• Disclaimer: Crystal Web Agency will not be held responsible for any approvals, correspondence, or financial payments sent to any unofficial, unofficial, or unauthorized domains, email addresses, or phone numbers.
• Account responsibility: It is your responsibility to keep your account information and portal secure. You must always check your account for project updates and deliverables.

7. Web hosting, domain, and servers

• Free yearly hosting: Any complimentary domain or web hosting plans purchased with a specific promotion will be valid for one (1) year.
• Renewals: Domain renewals will be billed annually at our standard domain renewal price unless canceled at least thirty (30) days before the end of a billing cycle.
• Email mailboxes: Email accounts that come with web plans can be configured with external clients such as Outlook. Standard mailbox storage is limited to 10 MB unless upgraded.
• Non-refundable items: Any domain registration, SSL certificate, or server hosting costs are non-refundable once transferred or provisioned.

8. Delivery schedules and rush orders

• Standard delivery time: Project delivery of mock-ups, design concepts, and initial drafts will be shipped within 5–7 business days from approval or initiation.
• Delivery method: All project deliverables will be sent directly to your account management portal or the email address provided upon ordering.
• Express delivery: If you need preliminary logo concepts sent within 24–48 hours, you can contact us to add Express Delivery for an additional $100.

9. Copyright and ownership

• Final ownership: Upon full payment completion and final project sign-off, you will receive complete rights to all custom graphics and logos.
• Original graphics guarantee: All our custom graphics, logos, and branding guidelines created by us are original designs.
• Portfolio rights: We reserve the right to feature visual mock-ups, websites, and case studies anywhere in our portfolio, social media, and marketing materials unless restricted by a signed NDA.

10. Third-party services, APIs, software, and licensing

• Third-party services: Our company provides technical support and integration of third-party plugins, services, and APIs. However, we are not liable for any technical issues, downtimes, or incompatibility problems with third-party services or APIs after integration.
• External liabilities: Crystal Web Agency is not responsible for external hosting server downtimes, plugin or API deprecation, or technical issues beyond our control.
• Custom API extension or modification: All custom API extension and modification requests require a separate agreement and scope of work and will be billed accordingly.