Refund & Cancellation Policy

Summary

We offer design services, not goods. Work is produced specifically for you and cannot be resold, so refunds are tied to how much work has been carried out at the point of cancellation rather than being unconditional. Yes, we do offer refunds — this page sets out exactly when, how much, and on what terms. All refunds are made in US dollars (USD) to the original payment method.

1. Before work begins

If you have accepted a scope and paid a deposit but we have not yet started work, you may cancel for any reason and receive a full refund of everything you have paid. Email us at Support@mpronliceservice.com and we will process it without question.

In practice this means any cancellation received before the first concept presentation and within 48 hours of the deposit clearing.

2. After work has begun

Once design work is under way, the amount refundable depends on the stage reached. The table below applies to fixed-fee project engagements.

Stage at cancellation	Refund of amounts paid
Scope accepted, work not started	100%
Discovery complete, no concepts presented	75%
First concept presentation delivered	50%
Revision rounds under way	25%
Final files delivered and approved	No refund — see section 4

Where a refund is issued after concepts have been presented, no rights in any design produced up to that point transfer to you, and the work may not be used in any form.

3. If the work misses the brief

This is the situation the policy exists for, so we treat it separately from a change of mind.

If the first concept presentation does not respond to the agreed brief, tell us in writing within seven days of receiving it and explain where it has gone wrong. We will explore a further direction at no additional cost — this sits outside your included revision rounds.

If, after that additional direction and the revision rounds included in your scope, we still have not produced work you can use, you may cancel and receive a refund of 50% of the total engagement fee, regardless of the stage table above. You keep no rights in any work produced.

4. After delivery and approval

Once you have approved the final work and the files have been delivered, the engagement is complete and fees are not refundable. Rights in the approved designs have transferred to you at that point and the work cannot be recovered.

If a delivered file is corrupt, incomplete, or does not match what was approved, that is not a refund matter — it is a delivery error and we will correct and re-issue it at no cost. Tell us within 30 days of delivery. See our delivery and fulfilment policy.

5. Ongoing Design Partner arrangements

Monthly design partnerships are invoiced in advance and may be cancelled by either party by giving 30 days’ written notice. Notice takes effect at the end of the current paid month.

• The current month is not refundable once it has begun, because the design allocation has been reserved for you.
• Any months paid in advance beyond the current one are refunded in full.
• Work in progress at the end of the notice period is completed and delivered, or handed over in its current state, at your choice.
• There is no cancellation fee and no minimum term beyond the current month.

6. If we cancel

We may end an engagement if the brief falls outside what we can competently deliver, if the working relationship has broken down, or if you are in material breach of our terms of service — for example by not paying an invoice or by supplying material you do not have the right to use.

Where we end an engagement for any reason other than your breach, you receive a full refund of all amounts paid for work not yet delivered, and we will hand over anything already completed and paid for.

7. Delays caused by you

If an engagement stalls because we have not received the feedback, materials or approvals we need, we will follow up. If there is no response for 60 consecutive days, we may close the engagement as dormant. In that case fees paid are treated under the stage table in section 2 as at the last stage completed. We will always email you before closing an engagement on this basis, and we will reopen it on request within a further 30 days at no charge.

8. How to request a refund

Email Support@mpronliceservice.com with “Refund request” in the subject line, and include:

• your name and the name of your company;
• the invoice number or the date the scope was accepted; and
• a short explanation of the reason.

You may also call us on +1 307 527 0409, Monday to Friday, 9:00–18:00 (UTC−7), but please follow up in writing so there is a record.

9. How long it takes

• Acknowledgement: within one business day.
• Decision: within five business days of the request, in writing, with the reasoning.
• Payment: approved refunds are issued within five business days of the decision.

Refunds are returned to the original payment method. Card refunds typically appear on your statement within 5–10 business days after we issue them, depending on your card issuer; bank transfers usually arrive within 3–5 business days. We do not charge any administration fee for processing a refund. Where your bank applies its own transfer or currency-conversion charges, those are outside our control.

10. Chargebacks

Please contact us before raising a chargeback with your bank or card issuer. We would rather resolve the matter directly, and almost every concern is settled quickly once we understand it. Raising a chargeback without contacting us removes the opportunity to correct the work or issue a refund voluntarily, and it takes considerably longer to resolve for everyone. Our full complaints process is in section 15 of our terms of service.

11. Contact

MKEYPRO ONLINE LLC
trading as MPro Online Service
1309 Coffeen Avenue STE 1200
Sheridan, Wyoming 82801
United States
Email: Support@mpronliceservice.com
Telephone: +1 307 527 0409