Refund & Cancellation Policy
Applies to all services purchased through serpenticreative.com, invoiced by Serpenti Creative Services Inc., or contracted directly with the studio.
Our approach
We publish a refund policy because we would rather write it down than negotiate it under stress. If something we do falls short, we would like the chance to fix it.
Requesting cancellation
If you wish to cancel an engagement, you must provide written notice to Serpenti Creative Services Inc. (email to admin@serpenticreative.com is sufficient). Cancellation takes effect on the date the written request is received. Refunds are then issued according to the terms below.
Before work commences — full refund, less 10% administrative fee
If you cancel before any work has commenced on your project, you will receive a full refund of amounts paid, less a ten percent (10%) administrative fee covering intake processing, scoping, consultation, and staff time already committed. Refunds are issued to the original payment method within ten (10) business days of the written cancellation.
After work has commenced — pro-rated refund
Once work has begun on your project, refunds are calculated on a pro-rata basis, based on the percentage of work completed at the time of cancellation, as determined by Serpenti. Within five (5) business days of your written cancellation request, we will provide a written breakdown of work completed to date and the corresponding refund amount. The unearned portion is refunded to the original payment method within ten (10) business days of that breakdown.
Fully delivered services — no refund
No refund will be issued for services that have been fully delivered. Completed and delivered work is final, except where the work materially fails to meet the specifications documented in your engagement agreement, in which case revision is provided at no cost.
If Serpenti cancels
If Serpenti cancels an engagement on our side for any reason — capacity, fit, or force majeure — you will receive a full refund of all unearned amounts within ten (10) business days, with no administrative fee applied.
Non-refundable in all cases
- The 10% administrative fee described above (for client-initiated cancellations before work commences)
- Third-party fees paid on your behalf (ISBN registration, retailer distribution setup, translator advance payments, licensor fees for cleared quotations, printing costs, etc.) once incurred
- Completed and delivered creative deliverables where no material specification failure exists
- Rush fees and expedite surcharges
- Payment-processing fees not returned by our processor
Chargebacks
If you believe a charge is incorrect, please contact us at admin@serpenticreative.com before initiating a chargeback with your card issuer. Nearly all disputes are resolved faster and more fully by talking with us directly. Chargebacks filed without contacting us first may delay your refund and, in cases of confirmed misuse, may result in future service being declined.
How to request a refund or cancellation
Email admin@serpenticreative.com with:
- Your name and the name of your project
- The invoice or order number
- A brief description of the reason for cancellation
We respond to all cancellation requests within two (2) business days.
Order of precedence
Where the terms of a signed engagement agreement between you and Serpenti Creative Services Inc. address refunds or cancellation, those terms govern the engagement. This public policy applies to any point the engagement agreement does not address, and to purchases made without a separate signed agreement.
Contact
Serpenti Creative Services Inc.
The Pacific Centre, 777 Dunsmuir Street, 17th Floor, Vancouver, BC V7Y 1K4, Canada
Email: admin@serpenticreative.com
Phone: +1 (587) 887-6066